• From a value of 89€ we offer a free 'Candy Box' gift-box!
  • Ready to ship - Fast delivery worldwide - With online tracking
Liebevoll handgefertigt
Versandkostenfrei in DE
Kontakt +49 (0)4542 – 855 755 0
Aktion: Gratis Candy Box ab 119€

Questions & answers

1. Questions about products:

F: Are all items in the shop available immediately?

A: Yes – the shop only displays items that are currently available. We regularly set sold-out items to hidden until they become available again. So please stop by regularly. :-) If a sold-out item is visible, this may be because it has only recently sold out. These items are marked with “Back in stock soon!” or “This product is currently not available.”. It may also occur that an item remains visible with the option to request an email notification when it is back in stock. Please feel free to enter your email address here. We will send an automated email notification to all interested customers when the item is available again.

F: An item that I saw recently is no longer visible in the shop. Will it be back in stock?

A: Most items remain in our product range for a long time and are regularly re-ordered. We regularly set currently sold-out items to hidden until they become available again. As the delivery times of our supplier vary significantly, we cannot predict when the respective item will be back in stock. So please stop by regularly. :-) If you send a message with the desired item to info@schwester-schwester.de, we would be happy to enquire when the item will be back in stock on your behalf. If an item is sold out but remains visible with an email notification option, please feel free to enter your email address there. We will send an automated email notification to all interested customers when the item is available again. 

2. Questions about delivery:

F: How long does delivery take?

A: Deliveries within Germany via DHL Paket usually take one to three working days from receipt of payment. If you place an order by 11 am (i.e. the payment has been received in our account), it is very likely to be dispatched the same day. International delivery times are difficult to predict. We estimate that items will be delivered around four to six working days after receipt of payment. (Note: Payments made via PayPal and PayPal PLUS (direct debit, credit card, payment on account) are considered paid immediately. If paying by pre-payment/bank transfer, shipping takes place only after the payment appears in our account.)

F: Is there a SchwesterSchwester store or showroom where I can view or collect items?

A: We are pleased to receive your order from our online shop at schwester-schwester.de. We do not have a permanent store or showroom yet. All items are held by our logistics partner. We host a sales event in Hamburg once or twice a year. Further events are planned in Berlin. If you would like to receive an invitation, please send a message to info@schwester-schwester.de with the subject line “Fashion Brunch”.

3. Questions about cancellation, returns or complaints:

F: How do I cancel an order?

A: Please follow this link to our cancellation instructions and cancellation form for details: https://schwester-schwester.de/en/instructions-on-cancellation

F: I want to return an item from my order. Where do I get a return label?

A: To make your return as easy possible, we would be happy to provide you with a link to your free DHL return portal for returns within Germany: 

Simply fill out the form, confirm the information with the security code, print the postage label, stick it on the sealed package and drop off the package at the post office. Done! Three tips to make your return easier for us to process and help us quickly issue a refund or exchange:

  1. Please enter the following information in the return portal under “Seller/Ref/Order ID”: M141/Your order number (This can be found e.g. in our confirmation email “Your order from SchwesterSchwester” in your inbox.). For example: M141/12345
  2. Please mark the items you are returning on the delivery note and enclose it in the package.
  3. Please reuse the packaging from the original SchwesterSchwester shipment if possible. This will ensure that the item is not damaged during return shipping.

And: Please save the postage receipt from the post office as proof of postage. Thank you!

(This information is not part of the cancellation instructions, but merely a request from SchwesterSchwester that in no way affects our customers’ statutory rights.)

We will then refund you via the same method that you used for the payment of your order. Important: If you have paid by bank transfer, please inform us of your bank details including IBAN & BIC. To do so, please send a message to info@schwester-schwester.de.

F: I have received a faulty item.

A: We are very sorry to hear that. We apologise for the inconvenience caused. We will of course repair or exchange the item immediately, subject to availability. Please send us the order number , the item number of the faulty item and a telephone number we can reach you on. If you could send us a photo of the faulty item, this would help us process your case. Please send a photo with the order number  to: info@schwester-schwester.de Thank you! We will then check if the item is still in stock and get back in touch with you immediately to organise an exchange. Thank you for your understanding!

F: I have received the wrong item.

A: We are very sorry to hear that. We apologise for the inconvenience caused. We will of course exchange the item immediately, subject to availability. Please send us the order number , the item number of the missing item and a telephone number we can reach you on. Would it be possible for you to send us a photo of the incorrectly delivered item, e.g. via mobile phone? This would help us identify the incorrect item. Please send a photo with the order number  to: info@schwester-schwester.de Thank you! We will then check if the correct item is still in stock and get back in touch with you immediately to organise an exchange. Thank you for your understanding!

F: I would like to order by telephone or email:

A: We would be happy to place your order for you in our shop. We will personally receive your order by telephone on +49 (0)4542 – 855 755 0. If you would like to place an order by email, please send a message to info@schwester-schwester.de with the following information: Please state your first name, last name, street, house number, postcode, town, email address, telephone number – and the item numbers are they appear in the shop. We will submit the order into our shop system. You will then receive an email with all the relevant payment details. The order will be shipped immediately after receipt of payment. Note: Orders over the telephone can only be completed using the payment methods pre-payment, bank transfer or PayPal.

F: My order has not gone through in the online shop.

A: We are very sorry to hear that. This may occur in rare cases, e.g. if the Internet connection is briefly interrupted during the ordering process or if the connection times out. We would be happy to place your order for you. If you would like to place an order by email, please send a message to info@schwester-schwester.de with the following information: Please state your first name, last name, street, house number, postcode, town, email address, telephone number – and the item numbers are they appear in the shop. We will submit the order into our shop system. You will then receive an email with all the relevant payment details. The order will be shipped immediately after receipt of payment. Note: Orders over the telephone can only be completed using the payment methods pre-payment, bank transfer or PayPal.

Still looking for the answer to your question?

We look forward to receiving your message and will be happy to assist you right away: By telephone: +49 (0)4542 – 855 755 0/ By email: info@schwester-schwester.de

Best wishes from your SchwesterSchwester-Team!

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