Ebru Berkiden

FAQ

Feel free to contact us for any questions regarding your order.

Thank you for shopping Ebru Berkiden.

info@ebruberkiden.com

 

 

PURCHASING ONLINE:

 

  • WHERE IS THE STORE BASED?

      Berlin/Germany

  • WHAT SHOULD I DO IF AN ITEM I WANT IS NOT AVAILABLE?

     For inquiries on items that are not available online, please contact us through email at

     info@ebruberkiden.com  

  • HOW DO I KNOW MY SIZING?

      For assistance with the sizing of our items, check out the sizing chart or send us an email at 

      info@ebruberkiden.com

  • CAN I CANCEL OR MODIFY MY ORDER? 

     If you placed an order and changed your mind, please email us within 24h.

     We will make any effort to try to accommodate your request. However, when an order has been submitted,

     we cannot guarantee that the order can be modified or cancelled

  • DO YOU DO CUSTOM MADE ORDERS?

      Yes, Email us via info@ebruberkiden.com 

      We are always open for any custom orders or if you have a request to tweek an item!

      It is possible to make custom made orders exactly for your measurements for pieces which are 

      already available for example on our Online Shop or maybe you have something in mind and want 

      something very special. 

      Prices may vary!

      We do not accept refunds or returns.

      For cancellation of your order, please email us to make sure that your order has not been made yet.

      If so, there is a cancellation fee.

  • WHAT DOES PRE-ORDER MEAN? 

     We offer our customers the opportunity to pre-order items that are currently in production or that have sold

     out. When you order one of these products, you will be placed on a priority waiting list and you will be

     among the very first to receive your selection once it is available. We try our best to provide you with

     expected delivery dates for pre-order items on the product page, but please take into consideration that

     items may arrive sooner or later than we anticipated.

  • DO YOU LOAN ITEMS FOR SHOOTS/MAGAZINES, ETC?

     Yes, 

     Please email us at press@ebruberkiden.com

     Stylists have to fill in a form with pieces they loan in case anything is missing/damaged.

     If you are not able to pick up pieces in the city, you will need to provide the shipping cost for the pieces

     to be delivered.

  • LIMITED EDITION ITEMS

      Limited edition items will only be available for several months and limited quantity. 

     The classics will always be available.

     Every new collection that will be released, the previous collection will no longer be available

     unless stated otherwise.

 

SHIPPING AND DELIVERY:

 

  • WHICH SHIPPING OPTIONS DO YOU OFFER AND WHAT ARE THE SHIPPING FEES?

     We offer free shipping with on all EU orders with an order value above €150. All orders are processed

     Monday through Friday 9:30 - 18:00.

     We cannot be held responsible for unanticipated delivery delays that are out of our control.

  • HOW CAN I TRACK THE STATUS OF MY ORDER?

     Once your order has been shipped, you will receive the shipping information and your tracking

     number per mail.

  • DO YOU SHIP INTERNATIONALLY?

     Yes, We ship worldwide, please select your destination country n the shipping drop down menu at

     checkout.

     We ship international packages with DHL 

     Please be sure to provide the correct address and contact number. 

     DHL calls receivers before delivering packages so if this applies to you, please be sure to provide a

     contact number.

     We will not ship your order out if you do not provide the contact number.

  • WHAT IS YOUR SHIPMENT POLICY?

      You will receive an email that will notify you once shipped!

      All items will be shipped to address that is shown on buyer's profile when purchased unless noted

      otherwise. PLEASE MAKE SURE YOU PROVIDE ME YOUR CORRECT ADDRESS, CONTACT NUMBER

      AND EMAIL. IF ANY PACKAGES ARE SENT BACK TO ME FOR INSUFFICIENT ADDRESS, WE WILL

      CONTACT YOU THROUGH THE EMAIL PROVIDED TO ME. IF YOU DO NOT REPLY, WE WILL NOT RESHIP

      YOUR ORDER AND YOU WILL NOT GET A REFUND. 

      PLEASE MAKE SURE YOU PROVIDE CORRECT INFORMATION FOR ME! 

      VERY IMPORTANT! You are responsible to keep track of your package after you receive an email with

      your tracking number. Any destroyed packages by DHL due to no delivery or no response from the

      receiver will not be refunded. 

      I am not responsible for packages that has proof of delivery and signed for.

 

  • How long will it take to receive my order? 

    Please understand that we will try our best to ship out your order as fast as we can. 
    Any listing with the "pre-order" button on it will take a little longer to be made and shipped out.

    Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service and location. 

    International shipping delivery times may vary between 1 and 4 weeks. Please note that lately, international shipping has been strict so some packages may delay.

    Tracking number cost is provided in shipping cost. 
    Tracking is provided for both domestic and international packages

        

   PAYMENT:

 

  • WHICH PAYMENT METHODS DO YOU ACCEPT?

      Ebru Berkiden accepts the following payment methods:

  1. Credit Card

  2. PayPal

  • HOW DO I KNOW IF MY PAYMENT WAS SUCCESSFUL?

      Once we have received your payment you will receive an order confirmation per mail.

  • I AM LIVING OUTSIDE EU, DO I HAVE TO PAY 19% VAT?

     No. shippings outside EU are without VAT. Please select yur country at the check out process and the VAT  

     will be removed.

  • CUSTOM TAXES AND DUTIES

     All international customers are responsible for custom taxes incurred on delivery.  

 

   RETURNS:

 

  • What is this store's return and exchange policy? 

      Orders can be return within 14 days after you get your order. DON'T remove the label.

      You will be responsible for shipping costs when shipping item(s) back for return or exchange

      PLEASE DO NOT SEND AN ITEM BACK WITHOUT CONTACTING US. WE WILL NOT REFUND ANY  

      ORDERS THAT ARE SENT BACK TO US WITHOUT NOTICE.

      VERY IMPORTANT! You are responsible to keep track of your package after you receive an email with  

      your tracking number. Emails will be sent directly to the email you provide when placing an order.  

     Please be sure that your email address is correct. 

     Any destroyed packages by DHL due to no delivery or no response from the receiver will not be

     refunded. 

     We are not responsible for packages that has proof of delivery and or signed for.

  • DO I GET A RETURN LABEL?

      Sorry, but we don't currently cover the cost of return shipping. In case of any order discrepancies please

      report them within 14 business days. The customer has to pay the cost of return.

  • CAN I RETURN PERSONALIZED PIECES?

      No, personalized items are not returnable.