f.a.q

faq

Product

Sizing Information

Sizing matters most. We get that. That is why we aim to provide you with great detail. On all products you will find the tab „Sizing“. When clicking it you will be provided with information about our model. Click on „More Size Information“ for a detailed size chart. If anything’s missing, do not hesitate to contact us so we can assist you by finding the right size.

Stock Information

a.plus stocks many limited items for which stock can run out quickly. We do our best to restock popular items within the minute so you will always find your size. Unfortunately, we cannot tell when an item will be back in stock but we can notify you once it does. For that, simply click on „Size Missing?“ on the product page and enter your e-mail address. We will send you a notification once and if the product is available for purchase again.

My Size is Missing

a.plus stocks many limited items for which stock can run out quickly. If we do not have your size anymore, please click „Size Missing?“ and we will notify you once your size is back in stock. In case we did not stock your size from the beginning, simply contact our customer service and we will do our best to get it for you.

Product Information Missing

If any product information is missing, please contact our customer service. They are happy to provide you with any information necessary.

Are your Products Genuine?

Yes. a.plus is a licensed stockist and works closely with all brands which are available for purchase on our website. All merchandise is 100% authentic.

The Product I ordered is now on Sale

We change our pricing according to trends, customer demand and stock availability. Unfortunately, we are unable to refund a price different once an items price changes, although we truly understanding how frustrating that can be. Your right to withdraw from your purchase within 14 days is not touched by this. Therefore, you can always send back the merchandise and reorder for the cheaper price.

Your Order

Order Status

Once you ordered and paid for, the order will have the status „unfulfilled“, this means that it is processing in our warehouse and will soon be shipped. Once it is shipped, the order status will change to „fulfilled“. You will receive a tracking e-mail once this happens. You can also check your tracking status in the order tab in your account.

Where is my order?

We tried to make our process as transparent as possible. Therefore, if you created an account you can always easily see where your order is at. If you have not created an account, we will keep you updated through e-mails and possibly messenger as well as SMS if you enabled these features. If there seems to be an error, please do not hesitate to contact our customer service.

Do I need to have an account to create an order?

While an account is not mandatory to purchase from us, we do recommend that you do create one. It will make ordering with us a breeze and you will always have full transparency over your orders.

How Do I Edit or Cancel my Order?

While we cannot edit your order, you can request a cancellation. This is only possible before your order is shipped. Go to your account and open the order. Simply click „request cancellation“ and we will get back to you if the cancellation was possible. If you do not have an account, please contact our customer service with your order number and cancellation request.

Items are missing from my Order

If for any reason not all items were delivered, please contact us immediately so we can have a look to why this happened.

The items I received are defective

If your items are defective or have a quality problem, please contact us immediately with images and a description of what is faulty. We will try to resolve the matter swiftly.

Can I combine my orders?

Unfortunately, we cannot at the moment combine any orders.

Will the VAT be deducted on orders outside of the EU?

For orders made outside of the EU, VAT will be deducted at the checkout. Please note that if you mistakenly set your shipping country to any EU country, we cannot refund the VAT after you made your purchase.

Can I combine my orders?

Unfortunately, we cannot at the moment combine any orders.

Payment

What payment methods do you accept?

We currently offer all major credit cards, as well as Paypal, Amazon Pay and Klarna Sofort. All payments are secured through the Shopify Payment system which is state of the art.

In what currency do I pay?

Although we display prices in your native currency, all payments are taken in Euros. This means that your bank might impose currency exchange fees. Unfortunately, these are your responsibility and we cannot be held liable for currency exchange rate changes and fluctuation.

Do you accept gift cards?

At a.plus we believe that a gift card is not necessarily a boring last minute gift but can go a long way. That’s why we offer them in our store and obviously accept them as payments.

Shipping

Where do you ship?

We ship to almost every country in the world. If you cannot find your country in the dropdown in the checkout, please contact us and we will try to make a delivery possible.

How much is shipping?

Shipping costs vary and are dependent on the country you need the item shipped to. A detailed overview can be found on our shipping information page.

Can I change the shipping address?

To ensure security and reliability, you cannot make any major changes to your shipping address after making your order. You can, however, contact us if you made a minor error.

What about customs and import charges?

If you live outside of the EU you might be subject to customs and import charges. These are dependent on the destination country. Please note that we send all items DDU, meaning delivery and duty unpaid. This means that you are responsible for any delivery and duty fees that can be incurred. UPS might also impose a fee for handling all customs and duties in your name which are not included in the shipping cost.

How long does shipping take?

We send out all orders made before 4pm on the same day. Delivery time then varies depending on the destination country and the shipping method chosen.

Can I track my package?

All packages are fully trackable. You will receive an e-mail with your tracking number after it has been despatched. Furthermore, you can track your package through your order details page in your account if you have signed up with us.

Returns

How do I return products?

If, for any reason, you are not happy with the product received, you can always send it back to us within 14 days of receipt. For this, the item must be in resalable condition. Within Germany we offer free returns, outside of Germany, you are responsible for the return cost. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. For further information, please refer to our returns tab at the top of this page.

What is your returns address?

Please send the merchandise back to:

a.plus store
Virchowstraße 2
22767 Hamburg
Germany

How long until I get a refund?

We usually need 3-5 working days for your refund to be processed. Depending on the payment method your refund will be with you 24-48 hours after the return was processed.

How long until I get my exchange?

Your return is being processed within 3-5 working days in our warehouse. Once it was processed you will get a new tracking e-mail with all details regarding your exchange. From there, please allow the initial delivery time specified for your country for the exchanged item to arrive.

Do I get a confirmation when you received the return?

We try to process your return within 3-5 working days after arrival in our warehouse. Once the return is complete, we will notify you via e-mail. We recommend you note down the shipping reference so you can track it yourself up until the arrival at our facility. Should you have any questions about your return, please feel free to contact our customer service.

shipping

we ship orders using dhl germany, ups and fedex depending on your delivery destination and carrier of choice.

delivery

we deliver to almost every country in the world with one of our carriers. please see the reference below for the exact cost and delivery duration.

Germany - DHL GoGreen - 4,95€

European Union - UPS Standard - 7,95€

Norway & Switzerland - UPS Standard - 14,95€

Russia, Malaysia & Australia - UPS Express Saver - 29,95€

Rest of the World - UPS Express Saver - 19,95€


public holidays: please note that on public holidays our warehouse is closed and all carriers cease their operation. a list of german public holidays can be found here.

please ensure that all information is correct when providing your shipping information during checkout. we may be required to contact you if there is any incorrect and/or missing information, which may cause delays in shipping your order. delays may also occur due to pending payment verifications, customs clearance, and weather conditions.

order tracking

once your order has left our warehouse, we will send your tracking information via e-mail and/or sms. you can also seamlessly track your order via your customer account. please contact us if you did not receive tracking information or if something is wrong with tracking.

import taxes & duties

we send all orders ddu, meaning no duties are paid for by us. you are responsible for all import taxes & duties, as well as brokerage fees by the carrier. please inform yourself about those fees before making an order.

customs & regulations

your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. you are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific destination or region.

returns

we accept returns and exchanges for 14 days from the day at which you received your parcel. all returned products must be in new/original and resalable condition with all tags and the original packaging intact.

please use our returns platform below to return the item. it will make returning a breeze.

within germany we offer free returns. you will find a pre-paid returns label in your package or contact us to have one sent over. for all other countries you can either send the item back on your own cost with the carrier of your choice or print a pre-paid label via our returns center. the cost will be deducted from your refund.

please note that we do not offer refunds of shipping cost for delivery outside of germany.

you must make sure the package is securely packed and that the items will not be damaged during the return. please note when returning footwear that the shoebox is part of the product. if it is damaged during transport, we might not be able to accept the return. the product is your responsibility until it is accepted into our warehouse.

if the item you received was defective, missing or incorrect, please contact our customer service so we can resolve the issue to your satisfaction. please include your order number, photographs of the item(s) and a description of the defect when contacting us for a swift support.

payment

we offer several of the most common payment methods to make your online purchase a breeze. all payments are processed in euros and are based on the exchange rate at the moment of the order.

credit card

we accept all major credit cards including visa, mastercard and american express.

paypal

we accept papal payments for all registered paypal customers. for more information on how paypal works please visit paypal.com.

apple pay

we accept apple pay payments for all users with the payment method enabled. for more information on how apple pay works please visit www.apple.com/apple-pay/.

google pay

we accept google pay payments for all users with the payment method enabled. for more information on how google pay works please visit www.google.com/pay/.

klarna sofort

for most european customers we offer payment via sofort by klarna. it is a quick and easy payment method. you only need your online banking credentials.

security & fraud prevention

we take payment and data security very seriously. our checkout is secured by shopify with state of the art technology. at no point will we have access to your card data and/or paypal or bank account. all payment data is encrypted and not stored on our servers.

we reserve the right to request and obtain credit card information from customers to ensure and verify that payments made are legitimate. if the customer does not provide the information we reserve the right to cancel transactions or orders as well as suspend the customers account. we will never ask for full credit card data or any passwords.

foreign transaction fees

foreign transaction fees might be charged by your card issuing bank once the payment is settled. a.plus has no control over these fees and cannot be held liable for them. for further details please get in contact with your bank.

refunds

all refunds are being credited to the original payment method. we cannot refund to a different card or paypal account. the processing of the refund can take additional time depending on the payment method and the bank.

Sizing Information

Sizing matters most. We get that. That is why we aim to provide you with great detail. On all products you will find the tab „Sizing“. When clicking it you will be provided with information about our model. Click on „More Size Information“ for a detailed size chart. If anything’s missing, do not hesitate to contact us so we can assist you by finding the right size.

Stock Information

a.plus stocks many limited items for which stock can run out quickly. We do our best to restock popular items within the minute so you will always find your size. Unfortunately, we cannot tell when an item will be back in stock but we can notify you once it does. For that, simply click on „Size Missing?“ on the product page and enter your e-mail address. We will send you a notification once and if the product is available for purchase again.

My Size is Missing

a.plus stocks many limited items for which stock can run out quickly. If we do not have your size anymore, please click „Size Missing?“ and we will notify you once your size is back in stock. In case we did not stock your size from the beginning, simply contact our customer service and we will do our best to get it for you.

Product Information Missing

If any product information is missing, please contact our customer service. They are happy to provide you with any information necessary.

Are your Products Genuine?

Yes. a.plus is a licensed stockist and works closely with all brands which are available for purchase on our website. All merchandise is 100% authentic.

The Product I ordered is now on Sale

We change our pricing according to trends, customer demand and stock availability. Unfortunately, we are unable to refund a price different once an items price changes, although we truly understanding how frustrating that can be. Your right to withdraw from your purchase within 14 days is not touched by this. Therefore, you can always send back the merchandise and reorder for the cheaper price.

Order Status

Once you ordered and paid for, the order will have the status „unfulfilled“, this means that it is processing in our warehouse and will soon be shipped. Once it is shipped, the order status will change to „fulfilled“. You will receive a tracking e-mail once this happens. You can also check your tracking status in the order tab in your account.

Where is my order?

We tried to make our process as transparent as possible. Therefore, if you created an account you can always easily see where your order is at. If you have not created an account, we will keep you updated through e-mails and possibly messenger as well as SMS if you enabled these features. If there seems to be an error, please do not hesitate to contact our customer service.

Do I need to have an account to create an order?

While an account is not mandatory to purchase from us, we do recommend that you do create one. It will make ordering with us a breeze and you will always have full transparency over your orders.

How Do I Edit or Cancel my Order?

While we cannot edit your order, you can request a cancellation. This is only possible before your order is shipped. Go to your account and open the order. Simply click „request cancellation“ and we will get back to you if the cancellation was possible. If you do not have an account, please contact our customer service with your order number and cancellation request.

Items are missing from my Order

If for any reason not all items were delivered, please contact us immediately so we can have a look to why this happened.

The items I received are defective

If your items are defective or have a quality problem, please contact us immediately with images and a description of what is faulty. We will try to resolve the matter swiftly.

Can I combine my orders?

Unfortunately, we cannot at the moment combine any orders.

Will the VAT be deducted on orders outside of the EU?

For orders made outside of the EU, VAT will be deducted at the checkout. Please note that if you mistakenly set your shipping country to any EU country, we cannot refund the VAT after you made your purchase.

Can I combine my orders?

Unfortunately, we cannot at the moment combine any orders.

What payment methods do you accept?

We currently offer all major credit cards, as well as Paypal, Amazon Pay and Klarna Sofort. All payments are secured through the Shopify Payment system which is state of the art.

In what currency do I pay?

Although we display prices in your native currency, all payments are taken in Euros. This means that your bank might impose currency exchange fees. Unfortunately, these are your responsibility and we cannot be held liable for currency exchange rate changes and fluctuation.

Do you accept gift cards?

At a.plus we believe that a gift card is not necessarily a boring last minute gift but can go a long way. That’s why we offer them in our store and obviously accept them as payments.

Where do you ship?

We ship to almost every country in the world. If you cannot find your country in the dropdown in the checkout, please contact us and we will try to make a delivery possible.

How much is shipping?

Shipping costs vary and are dependent on the country you need the item shipped to. A detailed overview can be found on our shipping information page.

Can I change the shipping address?

To ensure security and reliability, you cannot make any major changes to your shipping address after making your order. You can, however, contact us if you made a minor error.

What about customs and import charges?

If you live outside of the EU you might be subject to customs and import charges. These are dependent on the destination country. Please note that we send all items DDU, meaning delivery and duty unpaid. This means that you are responsible for any delivery and duty fees that can be incurred. UPS might also impose a fee for handling all customs and duties in your name which are not included in the shipping cost.

How long does shipping take?

We send out all orders made before 4pm on the same day. Delivery time then varies depending on the destination country and the shipping method chosen.

Can I track my package?

All packages are fully trackable. You will receive an e-mail with your tracking number after it has been despatched. Furthermore, you can track your package through your order details page in your account if you have signed up with us.

How do I return products?

If, for any reason, you are not happy with the product received, you can always send it back to us within 14 days of receipt. For this, the item must be in resalable condition. Within Germany we offer free returns, outside of Germany, you are responsible for the return cost. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. For further information, please refer to our returns tab at the top of this page.

What is your returns address?

Please send the merchandise back to:

a.plus store
Virchowstraße 2
22767 Hamburg
Germany

How long until I get a refund?

We usually need 3-5 working days for your refund to be processed. Depending on the payment method your refund will be with you 24-48 hours after the return was processed.

How long until I get my exchange?

Your return is being processed within 3-5 working days in our warehouse. Once it was processed you will get a new tracking e-mail with all details regarding your exchange. From there, please allow the initial delivery time specified for your country for the exchanged item to arrive.

Do I get a confirmation when you received the return?

We try to process your return within 3-5 working days after arrival in our warehouse. Once the return is complete, we will notify you via e-mail. We recommend you note down the shipping reference so you can track it yourself up until the arrival at our facility. Should you have any questions about your return, please feel free to contact our customer service.

did not find what you were looking for?

please feel free do drop us a line here or call our customer service:
+49 (0) 40 38 6996 20 (mo-sa: 11:00 am - 7:00 pm)

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