Frequently Asked Questions

Sizing & Fit

How do I find the right size?
We recommend checking our size chart before placing your order. Each product may fit slightly differently depending on the style, fabric, and cut, so the size chart is the best guide.

Do your clothes run true to size?
Most of our items are designed to fit true to size. If an item has a relaxed, oversized, slim, or smaller fit, we’ll usually mention this in the product description.

What should I do if I’m between sizes?
If you’re between sizes, we generally recommend sizing up for a more comfortable fit or sizing down for a closer fit. For fitted styles, sizing up is usually the safer choice.

Do you offer plus sizes?
Our available sizes are shown on each product page. Size availability may vary by item, color, and collection.

Orders

How do I place an order?
Choose your preferred size, color, and quantity, then add the item to your cart. When you’re ready, proceed to checkout and follow the steps to complete your purchase.

Can I change or cancel my order after placing it?
Orders are processed as quickly as possible. If you need to change or cancel your order, please contact us as soon as possible. We’ll do our best to help, but we can’t guarantee changes once an order has been processed or shipped.

I entered the wrong shipping address. What should I do?
Please contact us immediately with your order number and the correct address. If your order hasn’t shipped yet, we may be able to update it.

How do I know if my order was successful?
After placing your order, you should receive an order confirmation email. If you don’t see it, please check your spam or promotions folder.

Shipping & Delivery

Where do you ship?
We ship to most countries, except for North Korea, Russia, Belarus, and Ukraine.

How long does shipping take?
Delivery times vary depending on your location and selected shipping method. Standard delivery usually takes 7-20 business days after your order has been processed.

How much does shipping cost?
Shipping costs are calculated at checkout based on your location, order value, and selected shipping method.

How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with tracking details. Tracking updates may take some time to appear after the carrier receives the package.

My package says delivered, but I haven’t received it. What should I do?
Please check around your delivery location, with neighbors, or with your local carrier. If you still can’t find it, contact us and we’ll help you look into it.

Returns & Exchanges

What is your return policy?
We accept returns within 14 days of delivery, as long as the item is unworn, unwashed, unused, and in its original condition with tags attached.

How do I start a return?
To start a return, contact our customer service team or visit our returns page with your order number and email address.

Can I exchange an item for a different size or color?
Exchanges may be available depending on stock. If the size or color you want is unavailable, you may be offered a refund or store credit instead.

Are sale items returnable?
Return eligibility for sale items may vary. Items marked as final sale cannot be returned or exchanged unless they arrive damaged or incorrect.

Do I have to pay for return shipping?
Return shipping costs depend on our return policy and your location. Any applicable return shipping fees will be shown during the return process.

When will I receive my refund?
Once your return is received and inspected, your refund will be processed to the original payment method. Refunds usually take 5-10 business days to appear, depending on your bank or payment provider.

Payments

What payment methods do you accept?
We accept the payment methods shown at checkout, which may include credit/debit cards, digital wallets or other local payment options.

Is my payment information secure?
Yes. Payments are processed securely through trusted payment providers. We do not store your full payment card details.

Can I use a discount code?
Yes, you can enter your discount code at checkout. Only one discount code may be used per order unless otherwise stated.

Why isn’t my discount code working?
Please check that the code is entered correctly, hasn’t expired, and applies to the items in your cart. Some discounts may exclude sale items, gift cards, or specific collections.

Products & Stock

Will sold-out items be restocked?
Some items may be restocked, but availability is not guaranteed. You can check the product page or sign up for restock notifications where available.

Why did an item disappear from my cart?
Items in your cart are not reserved. If an item sells out before checkout is completed, it may be removed from your cart.

Are product colors accurate?
We do our best to display colors as accurately as possible. However, colors may look slightly different depending on your screen settings, lighting, and device.

Clothing Care

How should I wash my clothing?
Please follow the care label attached to each item. Washing instructions can vary depending on the fabric and design.

Will my clothes shrink?
Some fabrics may shrink slightly after washing, especially natural materials like cotton, linen, or wool. To reduce shrinkage, follow the care instructions and avoid high heat.

Can I tumble dry my clothing?
Please check the care label before tumble drying. Some garments should be air-dried to protect the fabric, shape, or details.

Sustainability & Materials

What materials are your clothes made from?
Material details are listed on each product page. Fabrics may vary by item, color, and collection.

Are your products sustainable?
We aim to make responsible choices where possible. Any specific sustainability details, such as recycled materials, organic fabrics, or ethical production information, will be listed on the relevant product pages.

Is your packaging recyclable?
Packaging may vary by order and location. Where possible, we use packaging that can be reused, recycled, or disposed of responsibly.

Customer Support

How can I contact customer service?
You can contact us through post@kurbelzahn.com Please include your order number if your question is about an existing order.

How long does it take to get a response?
We usually respond within 2 business days. Response times may be longer during sales, holidays, or new collection launches.

What should I do if I received the wrong or damaged item?
Please contact us as soon as possible with your order number and photos of the item. We’ll review the issue and help resolve it.