FAQs

For technical reasons, an order that has already been completed can no longer be changed. If you make a mistake when ordering (size, color, model, etc.), you have the option to cancel the order and reorder if necessary. To do so, please contact our Customer Service.

After your order has been shipped, you will receive your online invoice in a separate email. If you are registered in our online store, you can view the invoices for your orders at any time in your customer account under "Orders".

No online invoice received? This may be due to the following reasons:

The email has landed in your spam folder.
Please check your spam folder, which may be hiding in a subfolder of your email inbox.

You have accidentally entered a different email address.
Please check your other personal email inboxes.

You still can't find your online invoice or haven't received an order confirmation?
You may have mistyped your email address. In this case please contact our Customer Service.

As soon as we have received your order, you will receive an order confirmation by e-mail. You have not received an order confirmation? This may be due to the following reasons:

The email has landed in your spam folder.
Please check your spam folder, which may be hiding in a subfolder of your email inbox.

You have accidentally entered a different email address.
Please check your other personal email inboxes.

You still can't find your order confirmation?
Possibly you mistyped your email address. In this case, please contact our Customer Service via the contact form.

Note:As a registered customer, you can see in your customer account under "Orders" whether we have received your order.

Furthermore, you will not receive an order confirmation if the order process could not be completed, for example, if a problem occurred during payment. Also in this case, please contact our Customer Service.

To reduce our CO2 emissions and conserve natural resources, we are constantly looking for new opportunities. Therefore, it may happen that you receive several orders in one package. We will inform you about this in your shipping confirmation email. Please note that this process is automated via an algorithm. Therefore, we have in customer service unfortunately no way to manually merge the orders.

Have you ordered on account?
Please note that you will receive a separate invoice for each order by e-mail, which is to be paid separately, indicating the respective purpose.

Would you like to return items?
If you want to return items from multiple orders, you can of course send them back to us in one package. To do this, please attach the appropriate return documents to the package.

No, unfortunately it is not possible to order by phone or email. You can only order through our online store. If you have any problems with your order, please contact our Customer Service. We will be glad to help you.

No, there is no minimum order value.

Please note, however, that some vouchers can only be redeemed in conjunction with a minimum order value. Therefore, please check the redemption conditions on the respective voucher. If you return only part of your order, it may be that the voucher expires due to the return and is no longer credited to your order.

Your customer account makes shopping in the online store easier for you:

• Your personal data are stored directly for future orders.
• Under "Personal Data" you can change your password as well as your email address for logging into the customer account and your email address for notifications at any time independently.
• Under "My Address Book" you can store, manage and easily select the billing address as well as various delivery addresses.
• You can save your favorites and your shopping cart and thus also access them from other end devices (e.g. smartphone, tablet & PC).
• You have an overview of your orders - including order status, shipment tracking and online invoice.

To create a customer account in our online store, you can use one of the following options.

Before the order process
Open the customer area and register on the right under "I am a new customer". Then enter your email address and choose a password. Your password must be at least eight characters long and contain both letters and numbers. With another click on "Register now" your customer account will be created. Now you can enter your personal data.

During the ordering process

1. After you have placed the desired items in the shopping cart, you can complete your order via the button "Checkout".
2. Click on "Register now".
3. Then fill out all fields marked with *.
4. Then you will be guided through the ordering process (delivery address - payment method - order overview) and can complete your order.

On completion of the order
After you have clicked on the button "Buy Now", we confirm that your order has been successfully received by us.

You have registered with your e-mail address in our online store?
If you have forgotten your password or would like to renew it, please click in the login area on "Forgot password" and enter your e-mail address stored in your customer account.

After clicking on the button "Request password by e-mail" we will immediately send you an e-mail with which you can assign a new password. Please also check your spam folder.

We regret to have lost you as a customer.

If you wish to permanently delete your customer account, you can use this contact form.

To be able to identify you clearly, we require a written message stating your personal data:

• First and last name
• Date of birth
• Full billing address
• Your name entered in the customer account email address

Please note that we cannot delete your customer account until all requirements are met:

• There are no outstanding balances or refunds.
• There is no credit balance from the redemption of a gift card on your customer account.
• There are no more open orders or returns.

You will receive a written confirmation from our customer service as soon as your data has been deleted.

You want to learn more about our online store or always be up to date about attractive offers, promotions, events and trends from the world of fashion?

With our newsletter you are always up to date! Sign up here for the personalized newsletter.

You do not receive a newsletter despite registration?
This may have the following reasons:

• After registering for our newsletter, you will receive an email to confirm your registration. Only when you have confirmed the link in this email, the subscription to the newsletter was successful.
• Please therefore check your spam folder, which may be located in a subfolder of your email inbox.

Your email address has changed?
To continue receiving our personalized newsletter, please unsubscribe with your old email address and subscribe again with your new email address.

Please note that we are unable to change your email address to receive the newsletter. To receive our newsletter, please click on the link in the confirmation email.

If you wish to unsubscribe from our newsletter, please use the "Unsubscribe Newsletter" option at the end of each newsletter. Once you have selected this option, you will receive information that you have successfully unsubscribed from the newsletter. Regardless of your subscription to our newsletter, you will receive regular emails with products and services of interest to you, unless you have already objected in the past. Please note that unsubscribing can take up to 24 hours.

If you no longer wish to receive postal advertising, please let us know via the contact form. We will then be happy to remove you from our newsletter distribution list.

Do you want to change your password?
Under "Personal Data" > "Access Data" you can renew your password:

1. Enter your old password and your new password under "Change Password".
2. Click "Change Password".
3. We will immediately send you an email with an activation link, through which you can confirm your new password and use it immediately.

Do you want to change your email address?
Under "Personal Data" you can change your email address for logging into your customer account :

1. Enter your new email address under "Email Address / Username".
2. Click on "Change email address".
3. We will immediately send you an email with an activation link to your old email address. Please confirm your changes via this link. Only then will your new data be applied.

Should you no longer have access to your old email address and for this reason cannot make the change as described above, please contact our customer service via the contact form.

In addition, you can also change your email address for notifications under "Personal Data". Provided you have made this change, you will receive all notifications regarding your customer account as well as your orders to the new e-mail address. This may differ from your username.

Please note that changing this email address will not affect your newsletter subscription.

Do you want to change your address?
Under "My Address Book" > "Billing Address" you can permanently change your billing address and adjust it at any time.

Under "My Address Book" > "Delivery Address / Packing Station" you can store and manage various delivery addresses to be able to select them easily in the ordering process.

Note: Please note that for technical reasons it is not possible to change the payment method or delivery address for orders that have already been completed. In this case, we would like to ask you to cancel the order and place a new order.

Do you want to change your name in your customer account?
In your customer account, you can also change your name under "My Address Book" > "Billing Address".

Please check that the email address and password have been entered correctly. When entering the password, please pay attention to upper and lower case as well as any spaces.

Have you forgotten your password?
If you are logging in with a username and not an email address, please contact our Customer Service.

If you are using an email address, please follow these steps:

1. Please click on "Forgot password" in customer account.
2. Enter your email address stored in the customer account.
3. Click "Request password email".
4. We will send you an email directly, through which you can assign a new password. Also, please check your spam folder.

Have you recently changed your password?
In this case, please check if the password field is already pre-filled and replace it with the new password.

Have you recently changed your email address?
In your online customer account you have the option to store an email address for login and a different email address for notifications.

Should you still have difficulties logging in to your customer account, please contact our customer service via the contact form.

Credit card
We accept credit cards from the providers Visa, Mastercard and American Express. The transmission of your credit card data is protected with us by a secure SSL connection (Secure Socket Layer).

New verification procedure:
From January 2021, banks are required to introduce the new EU Payment Services Directive (PSD2) for even more security when shopping online.

Whenever you pay online with a credit card, you must confirm your identity with the 3D Secure procedure. This security procedure ensures that your credit card is only used by you (and not by third parties). The 3D-Secure procedure is known under the following names:

• Mastercard Identity Check
• Verified by Visa

The authentication is done via the online service of your bank. Many banks have provided a corresponding application for this.

You do not yet use 3D-Secure?
Contact your bank and inquire about the possibilities of the 3D-Secure procedure. This can be, for example, a PIN, SMS code, password or fingerprint.

For more information on the PSD2 directive, see ecb.europa.eu.

Invoice:
When purchasing on account, you pay the invoice amount within 14 days after shipping your order. The exact invoice amount please refer to the invoice, which we will send you after shipping your order in a separate email or in your package. As a registered customer, you can also find this invoice in your customer account.

Please note that after a return, you will not receive an adjusted invoice for the items you kept. Pay only for the items you keep.

Important note: Please specify only the intended use communicated on your invoice. An assignment with your order number as the intended purpose is not possible. Only transfers with correct purpose can be considered.

Please note that multiple orders can not be paid with one transfer. In case of overpayment, we will refund the amount to your bank account. Note: Our online store reserves the right in individual cases not to offer the purchase on account and to refer to other payment methods.

PayPal:
When paying with PayPal, you will be redirected directly to the website of PayPal at the end of the ordering process. After successful payment, you will be returned to the online store. The debit of your PayPal account takes place after completion of the order. For more information about PayPal, please visit www.paypal.de.

As a rule, you can pay us by invoice from the first order. In order to offer you this service, we perform an address and credit check for all orders on account. Please understand that depending on the results of this check, we reserve the right to allow only certain payment methods.

Note: Please note that this is a complex, automated process, so that our customer service has no way to change the payment methods offered.

No, unfortunately, for technical reasons, we can not send you an adjusted invoice based on the items you keep:

• Please pay only the items you keep.
• If you have already paid and returned items, the corresponding amount will be refunded to the payment method used after receipt of your return in our logistics.

Note: Please note when transferring any shipping costs and the redemption conditions of vouchers and credits, if you have redeemed them with your order.

The timing of payment depends on the selected payment method:

Credit card
Your credit card will be charged with your order.

Invoice
With purchase on account you pay the invoice amount within 14 days after shipping your order. The exact invoice amount please refer to the invoice, which we will send you in a separate email after shipping your order. As a registered customer, you will also find this invoice in your customer account.

Please note that you will not receive an adjusted invoice based on the items you have kept after a return. Pay only for the items you keep.

Important Note: Please specify exclusively the intended use that was provided to you on the invoice.

PayPal
Your PayPal account will be charged immediately after your order is completed.

Yes, provided that the delivery address is in Germany. You can also specify a foreign billing address during the ordering process.

The digital transmission of your personal data, including credit card and account information, is protected by a secure SSL connection (Secure Socket Layer). Through the encryption, your data is only readable by our payment system.

The protection of your data is very important to us, so all personal data is of course treated confidentially and not disclosed to unauthorized third parties.

Note:The most important protection of your data is your password. It must be at least eight characters long and consist of letters and numbers. If possible, please do not store any personal login data on publicly accessible PCs and devices.

Please note that if you have saved your password in the browser, you should also update your password in the browser memory after changing it. Otherwise, the next time you log in, the old password may be unintentionally preset and the login may fail.

Please enter the appropriate voucher code in the last order step "Overview" before you complete the order.

Copy the voucher code, paste it into the field "Enter voucher code" and click "Redeem".

Important: Since vouchers can not be subsequently offset, the voucher code must be confirmed before completing the order with "Buy Now" via the "Redeem" button.

After clicking the "Redeem" button, the discount will be deducted directly from the total amount of your order.

Please note the exact terms of redemption in the asterisk text of the respective voucher. The voucher can not be combined with other vouchers.

If you can not redeem a voucher, you will receive an error message. This indicates why the voucher can not be redeemed:

• The minimum order value has not been reached.
• The voucher has already expired.
• The voucher is limited to a certain brand, category, item, country and / or payment method.
• The voucher has already been used.
• The voucher code contains an incorrect string, a space or a typo.

Please note the appropriate notice text after entering the voucher as well as the redemption conditions stated on the voucher.

Please contact our Customer Service via the contact form if all voucher conditions are met and your voucher still can not be redeemed.

No, it is not possible to combine multiple vouchers. Only one voucher can be claimed per order.

Unfortunately, it is not possible to subsequently offset vouchers. The vouchers must be redeemed directly during the ordering process.

Please insert the appropriate voucher code in the last order step "Overview" and activate it by clicking on the button "Redeem". You will see the successful voucher offset directly in the total amount offset.

As long as the order is not yet in processing, you have the option to cancel the order and trigger a new order incl. voucher.

Personalized vouchers can only be redeemed once. Please always observe the redemption conditions of your personalized voucher. If these are no longer fulfilled due to a (partial) return, your voucher can not be credited to your order.

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

4.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

29.90 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

This online shop does not ship to Switzerland and Liechtenstein. Please visit our Online-Shop in Switzerland. Thank you very much for your understanding.

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

29.90 EUR
approx. 14-21 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

This online shop does not ship to Switzerland and Liechtenstein. Please visit our Online-Shop in Switzerland. Thank you very much for your understanding.

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

7.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

29.90 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 14-21 working days

11.90 EUR
Free shipping from 99.00 EUR
approx. 3-5 working days

If you do not like the items ordered in the online store, do not fit or do not like them for other reasons, you can exercise your statutory right of withdrawal within 14 days without giving any reason. The period begins on the day on which you or a third party named by you, who is not the carrier, have taken possession of the last item.

To comply with the revocation period, it is sufficient to send the revocation or the item in time. For further explanations and information on the right of withdrawal, its requirements and consequences, please refer to the cancellation policy and the General Terms and Conditions.

For reasons of health protection or hygiene, sealed goods are excluded from the right of return if the seal has been removed or damaged.

The hygiene seal is an adhesive strip that is attached to the crotch of the underwear. A normal fitting is possible without removal of the seal without restriction.

In case of deterioration of the returned items - e.g. due to soiling, damage or missing labels - we reserve the right to refuse acceptance of the return and, if necessary, to claim compensation for lost value within the scope of the statutory provisions.

To enable us to continuously improve our range and service, we ask you to inform us of the reason for the return on the enclosed return slip.

You can return your order within 14 days if you do not like or do not fit the goods ordered from the online store.

We ask you to send the return to the following address:

NEUENFELD Group
Returns Department
Mattstedter Weiden 1A
99427 Weimar
Germany

Please fill out the return slip and enclose it with the shipment.

After processing your return by our logistics, you will receive an automatic confirmation of receipt by e-mail.

Until your return arrives at our logistics center and is processed, up to 14 business days may pass.

This is especially true for complaints. Please note that the in-depth inspection of the items takes a little more time.

Once the return has been processed, you will be refunded the corresponding amount to the payment method you used when placing the order.

Your return will be processed
You will receive an automated message via email as soon as your return has arrived at our logistics. Your return will then be processed in the next few days. Once processing is complete, you will receive another message via email.

We have processed your return and refunded you the purchase price, if applicable
Once your return has been checked and booked by our logistics department, you will receive an automatic confirmation via email. The amount to be refunded will automatically be credited to the payment method you used for the order.

Payment by credit card
The amount to be refunded will be credited to your credit card account. You will find the credit on your next monthly credit card statement.

Payment with PayPal
The amount to be refunded will be credited to your PayPal account. Whether the credit is credited to your PayPal account or credited back to your bank account, you can determine at PayPal itself.

Payment by invoice
The invoice amount will be reduced by the returned items. You only pay for the items you keep.

If you have already initiated a payment, the corresponding amount will be refunded to your bank account after confirmation of the return. It may take a few business days until the credit is visible on your account.

You have received an item that was not delivered in perfect condition? We are very sorry that you have received an item that does not meet our quality requirements.

Our employees check all items again for quality before shipping. If it should nevertheless be the case that you receive a damaged article, you have of course the possibility of the complaint:

1. Please fill out the return form and attach it to the return.
2. Once we have determined the damage, we will check your return and refund the purchase price including shipping costs.
3. Until the final processing of your return, you should carefully keep the shipment number.

We ask you to note that we can not offer exchanges in our online store.  
Should you wish to have the item sent to you another time, please place a new order in our online store.

Please understand that the following defects can not be the subject of a complaint

• Items that have already been worn, which do not provide the desired wearing comfort, as the perception of wearing comfort varies from person to person, for example, shoes with blisters or garments that cause a "scratching".
• Deficiencies caused by wear in daily use, eg. For example, small scratches on the belt buckle or creases in the front or middle part of the shoe.
• Articles that have been affected by improper cleaning.
• Pilling (fine fibers that contract depending on the load, friction and length, forming small nodules / lint).
• Articles that show a loss of color or discoloration, such as the "bleeding" of a pair of jeans after washing.
• Deficiencies caused by intensive or improper use.

If you have received another item instead of the one you ordered, please send it back to us:

1. Tell us via the contact form which item it is.
2. We will then send you a return slip free of charge.
3. Fill out the return slip and attach it to the return.
4. Keep the tracking number carefully until your return is finally processed.

Once the return has been recorded by our logistics, you will receive an automatic confirmation by email. The amount to be refunded will be automatically credited to the payment method deposited with the order.

Please understand that we do not offer exchanges in our online store. If you wish to receive the item again, please place a new order in our online store. We apologize for the inconvenience.

An exchange of the articles is not possible.

If you do not like an article or do not fit, simply send it back to us within 14 days as part of our right of return.

Note: For technical reasons, a subsequent change of the order after completion of the ordering process is no longer possible. Please cancel the order and place a new order if you wish to make changes.

Articles that you do not like or do not fit, you can return to us at your own expense within 14 days after receipt of the goods.

If you return one or more items to us due to defects, we will refund the shipping costs you paid in advance after inspecting the goods.

Should we have sent you one or more wrong items by mistake, please inform us via our contact form

Yes, please be sure to include all return slips with the respective order number in the package, so that the items can be correctly assigned in our logistics.

Please keep the receipt well until your return is booked. Once your return has been processed in our logistics, you will receive an automatic confirmation of receipt by e-mail.

No, there are no items that are excluded from return. Even packaged items such as T-shirts or underwear can be returned as long as they are in their original condition.

Sealed goods cannot be returned for health or hygiene reasons if the seal has been removed or damaged.

A hygiene seal is an adhesive strip that is attached to the crotch of the underwear. A normal fitting is possible without removal of the seal without restriction.

Please note that in the event of deterioration of the returned items - e.g. due to soiling, damage or missing labels - we reserve the right to refuse acceptance of the return and, if necessary, to claim compensation for lost value in accordance with the statutory provisions.