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 30 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.
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 30 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 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?
We currently do not offer exchanges for returns. However, please feel free to re-order the item you wish to receive from our webshop and we will send it out asap.
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.
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