FAQ – Frequently Asked Questions

How long will it take for my order to arrive? Your order will typically take 4 business days to process. Your package will then be shipped. Standard shipping takes between 3 and 14 working days. .
Where does my product come from? We produce locally to avoid long transport routes: Our products for the European market are manufactured in Germany , while we produce directly in the USA for the US market.
How much are the shipping costs? The costs vary depending on the order and the shipping option chosen. You will see the exact amount directly at checkout. .
Do you also ship internationally? Yes, we offer international shipping to selected countries. . Please note that deliveries outside of Germany may be subject to additional customs duties or fees , which must be borne by the customer. .

How can I return an item? You can return items within 14 days of receipt. . Please use our self-service portal at account.berlinciagay.de .
What condition must the returned item be in? The item must be unused , in its original condition and in its original packaging . .
Who bears the costs for the return shipment? The customer will bear the direct costs of the return shipment. . If you receive a refund, these costs will be deducted, if applicable. .
Which items are excluded from exchange? For hygienic or practical reasons, we cannot accept returns of the following items: intimate or hygiene products , perishable goods (food), newspapers/magazines, and unsealed software, CDs, or DVDs. . Even discounted sale items are excluded from refunds. .
My product is defective – what should I do? Exchanges are only possible for defective or damaged goods. . In this case, please send us an email to shop@berlinciagay.de .

When will I receive my refund? Once your return has been received and inspected, we will inform you by email. . The credit will be automatically applied to your original payment method. .
Can I change my order after placing it? Since we try to process orders as quickly as possible, changes cannot be guaranteed. Please check your details (especially the delivery address) carefully before completing your order.

I have further questions, how can I reach you? You can reach us anytime by email at shop@berlinciagay.de We're happy to help!

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