FAQs & Contact Us

Placing an Order

I can´t click the buy button for the selected item
If you cannot click the buy button for the selected item, the product might currently be out of stock, no longer available or we might not be able to deliver the item to your country. Please do not hesitate to contact us at any time, we may be able to help you in finding your perfect item!

Will you tell me when my order has been dispatched?
YES! Once your order has been dispatched, you will receive your tracking information via e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.

How will I know if you have received my order?
Once you have completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.You will also receive an order confirmation via e-mail.

When you place your order, an account is automatically created and login details sent to you. You can use these details to access MY ACCOUNT and check your order progress.

Why is the item that I had in my shopping basket yesterday no longer on sale today?
Your Shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.

Why is the item in my shopping basket not longer available at the checkout?
The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.

How do I change the quantity of a particular item in my basket that I want?
To view the content of your basket, please click on the View Cart button to the left of the products on the store page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the up/down buttons in the column for quantity. If you wish to remove any item from your basket, please click on X just to the left of the product image. You should see the price updating accordingly.

How do I remove items from my basket?
To remove an item from your basket, please click on the View Cart button to the left of the products on the store page. Then click on X just below the product picture. You should see the price updating accordingly.

How do I add items to my basket?
To add an item to your basket, you just need to select any product options and click on the ADD TO CART button. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the up / down buttons in the column for quantity. You should see the price updating accordingly.

How do I view what´s in my shopping basket?
The contents of your basket are always visible to the left of the products on the store page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket click the VIEW CART button below the shopping cart products. You can change the number by clicking on the up / down buttons in the column for quantity. If you wish to remove any item from your basket, please click on the X just before the product image. You should see the price updating accordingly.

If you wish to place an order, please just proceed as follow:

1.  Add any item you would like to buy to the basket (select size/colour and click on ADD TO CART)
2.  Once all products you want to buy have been added to the basket, please click on the VIEW CART button (on the left of the store page) and check everything is correct.
   – Click on PROCEED TO CHECKOUT
   – Please fill in all required information for delivery and click CONTINUE TO PAYMENT and finish your order by selecting payment.When you place and order an account is created automatically. Once your account has been created you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive an order confirmation as well as any details regarding your order per mail.

Shipping & Delivery

Is it possible to cancel an order when it has already been sent?
Once the parcel has been shipped, there´s no way to stop it. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products. You MUST contact us within 24 hours to guarantee expedited processing of cancellations.

What happens if I am not at home when my delivery arrives?
If there is nobody to receive the parcel, the driver will either attempt a new delivery on an alternate day or leave your parcel at your residence. If you have not received your parcel, the driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

How will my parcel be delivered?
The shipping method depends on the size and value of the order. Smaller, less valuable items will be shipped using your local postal service, everything else will be sent by courier.

How much does delivery cost?
In order to streamline our checkout process and for price transparency, we now offer FREE WORLDWIDE SHIPPING for all orders.

How long does the delivery take?
We offer a great range of items, most of them are in our stock and others must be ordered on demand. All orders are packaged and shipped within 2 to 7 days. Once shipped delivery usually takes anywhere from 7-21 working days, depending where you are in the world, and local public holidays. If your order has not been received within this time please contact us, and we will enquire with the relevant postal service. Please note that shipping times have been extended due to COVID.

How can I track my order?
Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT or utilizing the TRACK MY ORDER tab.

To which countries do you ship to?
Worldwide! If your country cannot be selected as delivery country on the left top of our site (shipping to), please contact us. We will happily double check if we are able to ship to your country.

Can I change my delivery address after I have placed my order?
YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately within 24 hours and our Customer Service Team will happily assist you.

What is My Account and what can I do there?
In MY ACCOUNT you always have access to all your orders, correspondence with us, returns, and you can change any preferences of your newsletters, contact us directly or rate your bought items.

When placing an order, your account will be automatically created and you can always log into MY ACCOUNT by using your e-mail and chosen password.

Returns & Refunds

How will I receive my refund?
Once your return has been processed, we will refund you and send you a confirmation email. We will refund the amount according to the payment method that you used when ordering. You will receive the money in your account between 4 and 10 days approximately depending on the payment method used when placing your order and your bank.

How do I prepare my parcel for return?
Please log in to MY ACCOUNT. Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging). Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label. Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you via mail, once your refund has been proceeded. Please find all further information here: returns.

What should I do if I receive a damaged item?
We do everything in our power to ensure that your goods arrive in perfect conditions, but if there is a problem with faulty or damaged goods during shipping, please contact us as soon as possible at support@therelaxstore.com.

What should I do if I receive the wrong item?
We do everything in our power to ensure that you receive the items you have purchased, but if you have received a wrong item, please contact us as soon as possible at support@therelaxstore.com.

How do I return an item for a refund?
You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We ask that you contact us to receive authorization first before shipping any items back. You can contact us at support@therelaxstore.com.

When do I know that you have received my return?
The taken time from sending your parcel until it arrives at our warehouse depends on the courier service you select for your return. Of course, we will directly inform you via mail, once your return has been processed. You can always ask your courier service about the whereabouts of your package.

Can I return unsuitable items and is it free?
Unsuitable items can only be returned in an unworn/unused state. Please securely wrap your parcel and send to the address below. We do not pay for return postage in this case; this will be at your own cost. Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from us. You will be refunded by the payment method used for your original purchase. 

Can I return my product?
You have the right to return your purchased item/s without having to give a reason, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please contact us first to receive authorization at support@therelaxstore.com.

Payment & Pricing

What is PayPal?
PayPal is a payment method for online purchases which offers you quick and secure payments with just an e-mail address and password or mobile number and PIN. No need to re-enter your card and delivery details every time you check out. PayPal does not only offer you a secure and fast payment solution, but also allows you to send money almost anywhere in the world in seconds. PayPal also accepts payments using Credit/Debit Card.

How do I know if my payment has been accepted?
When you place an order at our checkout you will be redirected to either the PayPal, Stripe or Coinbase website to make payment, each of these websites will notify you if the payment is successful. Once we have received your payment we will send your order confirmation by email immediately. If any problems occur with your payment we will contact you by email.

Do you accept other forms of payment? 

Yes. We accept credit cards directly on our website, along with Express check-out options and a payment-installment option through our partnership with Sezzle.

Is there any extra charge not shown on the website?
No.

Why was my payment declined?
Please verify that your credit card number and expiration date are correct. Also, please note that we accept Visa, MasterCard, JCB, American Express and Maestro for credit card payments. Sometimes your bank can hold the money on your card during a security time, to make sure that you really want to make the purchase. This is especially common if you do not shop online very often; If you have tried to make multiple purchases in a short period of time; Or if your card is very new. We recommend that you call your bank to notify them that you have tried to buy from an online store. This way they can confirm your identity and enable its use. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first to get more information about it.

Is it safe to use my credit card on your website?
YES! All purchases in our website are guaranteed maximum security! We take internet payment security very seriously. When you order online, all your details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.

What are your payment options?
Our main payment methods are PayPal, Credit/Debit Card and Sezzle. Please keep in mind that offered payment methods may vary from country to country. Once all items have been added to the basket and you have already selected the courier, all available payment methods for your country will be shown. For online payments made by credit card, the ‘Secure Socket Layer’ (SSL) security system is used, which allows encrypting your banking information when on the network.

Changing or Canceling an Order

Can I add an item to my order?
YES! You can add an item as long as your order has not been shipped. Please e-mail or call us immediately, so our Customer Services Team will happily assist you. We need you to provide us with the product information of the product you would like to add. You can find the product name on the individual product page. Orders which have already been shipped cannot be modified anymore. However we can place a second order and have it shipped to you as soon as possible.

How can I cancel my order?
You can cancel your purchase, if your order has yet not been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you. If you wish to return an order you have already received, please contact us within 24 hours of purchase at support@therelaxstore.com.