Frequently asked questions

Product

Which size do I need?

Every product page has a size chart. To find the perfect fit, we recommend to use your favorite tee or hoodie as reference.

Still not sure about the perfect size for you? Contact us by email, we're always available to answer any questions regarding measurements and fitting.

How do I know the item will fit me?

All sënd items have a modern, slightly loose fit, unless otherwise noted.

However, size, fit and measurements may vary from one item to another. Please refer to the flat garment measurements provided on each product page.

How to wash sënd products properly?

We want you to enjoy your textiles for a long time! Compliance with the care instructions is an important factor in achieving that.

  • Wash inside out
  • Wash at 30° C maximum
  • Do not tumble dry
  • Do not bleach
  • Only iron inside out

How do I find out when new styles are released and when?


Subscribe to our newsletter or follow us on Instagram for early release information.

Order

How do I know my order is confirmed?

Every order is subject to review. Your order is only confirmed when we have provided a shipping confirmation email.

What payment methods does sënd take? 

You can pay with PayPal, credit card, Sofortüberweisung, Apple Pay and Google Pay.

How do I redeem discount codes? 

Enter the coupon code from the deal you want to use in the appropriate box on the checkout page.

Please note that you can only redeem one code per order.

Can I adjust or cancel my order?

Once you’ve placed your order we begin processing it, which means we cannot make any adjust to your order anymore.

Can I exchange my order?

Unfortunately, a direct exchange is not possible. If you would like to exchange an item, simply reorder your desired item and return your first order to us. We will refund the purchase amount after receiving your return.

My order has been canceled. How long does it take for the refund to process?

Allow 2 to 3 business days for processing the cancelation and refund.

Shipping

Where do you ship? 

We ship worldwide from our warehouse in Germany.

How long does delivery take? 

All orders are shipped from the central warehouse in Germany. Usually all orders are processed and prepared for shipping within 2-3 business days. Delivery times are determined by the destination country. 

  • Germany: 2-3 business days
  • Europe: 3-5 business days
  • International: 5-10 business days*

*For information about the exact delivery time to your country please contact us by mail.

How is shipping charged? 

We offer the following shipping rates:

  • Germany: 6,50 EUR per order
  • Europe:  12,50 EUR per order
  • International: 14,50 EUR per order

Are taxes, duties and customs fees included?

Taxes, duties and customs fees are determined by the destination country. 

Germany and other EU countries:

VAT included, no additional costs or charges.

Non EU countries:

All orders are shipped with import taxes, duties and customs fees
unpaid. We do not collect VAT/GST. Duties and/or any other taxes are
determined by the destination country. For more information regarding
your country's custom policies please contact your local customs office.

Delivery

Where is my package?

Once your order is processed and shipped, you receive an email notification with status of your order and the tracking number.

Please check the order tracking to see if the package was left with a neighbor. If it is not with a neighbor and the shipping status has not changed for 5 days, please contact us by email.

I received a tracking number, but the shipment hasn't moved?

Tracking numbers are generated when your shipping label is created. Please allow 1-3 business days for tracking updates.

I didn't receive a tracking number, when should I expect it?

Tracking numbers are generated when your shipping label is created. Please allow 1-3 business days for tracking updates.

The tracking states that my order was delivered. What do I do if I haven't received it?

Allow 48 hours after the stated delivery time. If your package has still has not been delivered, please contact us by email for assistance.

I received a wrong or damaged product. What should I do?

We are sorry if you have received a wrong or defective product. Please do not return defective goods to us without contacting us first. Please email us immediately after receiving the product with your order number and describe the defect with photos. We will contact you as soon as possible.

Returns

What is your return policy?

You have up to 14 days upon receiving shipment to return items purchased on sendunltd.com. Shipping Charges are non-refundable.

Orders must be returned by mail only. Item(s) must be in new, unused condition with original tags still attached.

Underwear or swimwear, is not returnable due to our hygiene policy.

Once your order is received and inspected, a refund to your original payment method will be processed.

For detail information please visit the how to return page and our cancelation policy.

When will I receive my refund?

We will do our best to process your return as soon as possible after we receive it. Please allow up to 14 days for this to happen. Please keep your return receipt until we send you an email confirmation. If it has been more than 14 days since your return, please contact us by email.

Why was my return not refunded in full?

Please note that shipping charges are non-refundable for returns. 

For Non-EU returns:

If your return items have incurred customs duties, you can apply for a
refund at customs. Please contact the customs office of your country.

How do I get my custom charges for returned items back?

If your return items are subject to customs duties, you can apply for a
refund at the customs office. Please contact the customs office in your
country.

Contact

Cannot find the answer you're looking for?

If you cannot find the answer you're looking for please contacts us by email.