Shipping & Payment

Shipping Information

• Dispatch Origin: All orders are shipped from our warehouse in Langenhagen, Germany (postal code 30853). We process and dispatch orders on regular business days (Monday through Friday, excluding German public holidays).

• Carrier and Service: We use DHL for all deliveries. DHL provides reliable domestic and international shipping services with end-to-end tracking. Once your order is shipped, you will receive a tracking number via email, which you can use to follow your package’s journey on DHL’s tracking website.

• Processing Time (Pre-Order): Please note: Our store is currently in a pre-order phase. This means that order processing and fulfillment can take longer than a standard in-stock order. In fact, production and handling of your items can take anywhere from 3 days up to 90 days after you place your order. This extended processing time is because we often produce items on demand. Rest assured, we will keep you updated via email on the status of your order. As soon as your items are ready to ship, we will let you know. We appreciate your patience during this pre-order period.

• Delivery Times (Transit): Once your order leaves our warehouse, delivery times will depend on your location: Within Germany, delivery is usually 1–3 business days. Within the European Union, it typically takes about 3–7 business days for delivery. Outside the EU (for example, North America, Asia, etc.), delivery can take approximately 7–14 business days. These timeframes are estimates provided by DHL and apply after the package has been shipped (they do not include the pre-order processing time). Please be aware that customs inspections (for international shipments) or delays in the postal network (due to weather, holidays, or other factors) can sometimes extend delivery times. We consider a package delayed if it significantly exceeds these estimates, and we will assist in tracking it down if that occurs.

• Shipping Costs: Shipping fees are determined by the destination and the order value/weight. The exact shipping cost for your order will be calculated and shown at checkout before you finalize your purchase. We strive to keep our shipping rates reasonable. For shipping within Germany, we charge a flat rate for standard shipping on orders below the free shipping threshold (see below). For international orders, the cost is typically a flat rate or tiered by region (for example, EU countries may have one standard rate, other European or worldwide destinations another rate), which will be displayed once you enter your address at checkout. There are no hidden fees — what you see at checkout for shipping is what we charge.

• Free Shipping: We offer free standard shipping within Germany for orders over €100 (after any applied discounts). If your order subtotal is €100 or higher and your delivery address is in Germany, the standard shipping charge will be waived automatically at checkout. For orders below €100 within Germany, a standard shipping fee (for example, €4.99, though the exact amount is shown at checkout) will apply. Currently, we do not offer a general free shipping threshold for international orders. This means orders shipped outside of Germany will incur shipping costs regardless of order value, unless a special promotion is in effect. We occasionally offer free shipping promotions to certain countries or regions during sales events, and any such offers will be clearly advertised on our site when active.

• Customs & Import Duties: For orders shipped outside of the European Union, your package may be subject to customs duties, import taxes, or other fees when it arrives in your country. These charges are determined by your country’s customs authorities based on the item type and value. Customers are responsible for paying any such import fees. Unfortunately, we have no control over these charges and cannot estimate them for you, as they vary widely around the world. We advise international customers to check with their local customs office to determine what these additional costs might be before placing an order. If you refuse to pay customs charges and the package is returned to us, we can refund the cost of the items, but not the shipping fee (since we incurred that cost) and any return fees charged to us may be deducted from your refund. For orders within the EU, no customs duties will apply (free movement of goods within EU), and you will pay the price as shown at checkout inclusive of VAT.

Payment Information

• Accepted Payment Methods: We accept a wide range of payment methods to accommodate our customers:

• Credit/Debit Cards: Visa, Mastercard, American Express, and Maestro.

• Digital Wallets & Fast Checkout: Apple Pay, Google Pay, and Shop Pay (Shopify’s accelerated checkout).

• Pay Later Option: Klarna – where available, you can choose to pay after delivery or in installments (subject to Klarna’s terms and approval).

• Online Payment Services: PayPal – use your PayPal balance or linked bank/card for secure payment.

• International Card: China UnionPay – for customers who prefer to pay via UnionPay.

These options will be presented at checkout. You can select your preferred method and follow the prompts to complete payment securely.

• Currency and Pricing: All prices on our website are listed in Euro (EUR). For orders delivered within the European Union, these prices include German VAT (Value Added Tax) according to the applicable rate (currently, for example, 19% for clothing in Germany). If your order is being shipped to a country outside of the EU, we will not charge German VAT on your purchase (the price you see will effectively be a net price for you), but you may be required to pay your country’s equivalent VAT/GST and customs duties upon import, as described in the shipping section above. The total amount charged at checkout will be in EUR. If your payment account is in a different currency, your bank or card issuer will convert the amount to your local currency using their exchange rate (and they may charge a small conversion fee). We do not have control over the exchange rate or any fees your bank might apply.

• Secure Payment Processing: We take security seriously. All payments on our site are processed through Shopify Payments (our payment gateway), which is PCI-DSS compliant and uses encryption to protect your card data. When you enter your payment details at checkout, the information is transmitted securely to the payment processor. We do not store your full credit card numbers on our servers. Additionally, our website is secured with SSL (look for the padlock in your browser address bar), so all data transfer between you and our site is encrypted. You can shop with confidence knowing your payment and personal details are safe.

• Payment Timing: Your chosen payment method will be charged at the time of order placement. This applies to pre-order items as well — even though there may be a wait before shipment, the payment is taken upfront to secure your order and begin the production process. If you use a “buy now, pay later” option like Klarna Invoice or Klarna Pay Later, you won’t be charged immediately by Klarna; instead, Klarna will handle the payment schedule (e.g., you might get an invoice to pay within 14 or 30 days of shipment, or be able to split into installments, depending on the option). Klarna will communicate the payment details to you directly via email. For all other methods (cards, PayPal, etc.), you should see the charge on your statement shortly after completing checkout. In the event that we cannot fulfill your order or you cancel before it ships, we will issue a prompt refund to your original payment method.

• Invoices and Receipts: After you place your order, you will receive an order confirmation email that serves as your receipt/invoice. This will detail the items purchased, their prices, any shipping charges, VAT (if applicable), and your billing and shipping information. Please save this email for your records. If you need a formal invoice document or have any issues with the receipt, you can contact us at hello@hideus.de and we will assist you. All contracts and communications are in English, and prices are listed in EUR.

• Troubleshooting Payments: If your payment does not go through or is declined, please double-check that you entered the details correctly (e.g., the billing address matches the card’s address, and you have sufficient funds or credit). Sometimes, banks may block a payment as a security precaution for international transactions; you may need to authorize the payment with your bank. If you continue to have trouble completing payment, try an alternate method or reach out to us. We can help investigate the issue from our end or provide guidance. We want your checkout experience to be smooth, so don’t hesitate to contact our support if you need help.

If you have any further questions about shipping or payment that aren’t covered here, please refer to our FAQ section or contact us directly at hello@hideus.de. We’re happy to assist!