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Frequently Asked Questions

Delivery & Shipping

How long does delivery take?

Typically 3-9 working days. You will get a more accurate time frame at checkout.

How can I track my order?

To check the delivery status of your order, check the shipping confirmation you received through email. For each package that is shipped to you, you will receive a shipping confirmation that includes a link to track the shipment. This way you always know where your shipment is and how long it will take to get it to you.

How can I check whether I have placed my order correctly?

If you would like to check whether your order has been placed correctly, you can see this in the order confirmation email. Your orders are also listed in your customer account and can be found under »orders«. In case you have any further questions concerning your order, feel free to reach out to our customer service at any time via email we will be happy to help you out.

What are the shipping cost?

Shipping costs are completely free!

What is a partial delivery?

It is important for us to ensure that the items you order arrive as quickly as possible. In the rare event that an item is unavailable for two days, we can ship your order in partial deliveries. In this case, items are shipped separately. By doing this we ensure that you receive available products as soon as possible.

What can I do if I receive a damaged item?

In case an item that has been delivered by us does not match your expectation in any way, you can return it free of charge by using the return slip, stating the reason for return. All the relevant information regarding returns can be found under »How do I return an item?«. We will return the order value through the same payment method that the order was paid with as soon as the package has arrived and been examined.

Which delivery companies do you work with?

We work with a number of carrier partners depending on your location. At checkout you will have the option to select your carrier in your area.

Can I choose a specific delivery time?

It may be possible with some carriers, your courier will give your available options once tracking is available.

Can I change the delivery address once the purchase has been made?

We're really sorry, we are unable to amend delivery addresses. Since orders are processed immediately, we cannot guarantee a timely change of information. Your tracking info will give you alternative options to arrange directly with courier.

Why has my order being returned?

If your order is already with the courier, they may have exceeeded the number of delivery attempts and is now on our way back to us. Please contact our Customer Service Team here so we can check the exact status.

Which countries do you ship to?

We ship to over 20 countries. Be sure to select the correct country flag for delivery.

Can I have my parcel delivered to a parcel shop?

For a large variety of items, you are able to choose a parcel shop instead of a private delivery address if this service is available in your area.

What should I do if my order has not been delivered/Is delayed?

We recommend first checking your tracking for any updates. If this still doesn’t help, please contact our Customer Service team who will be happy to look into the status.

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Returns

How do I return something?

It’s really simple, follow these steps:1. Place the item(s) with its original packaging in the package.2. Include the returns document in the package. (It’s okay to include returns for multiple orders, but be sure to include the relevant returns documents for each order).

How long after receiving my order can I return it?

Once you have received your order you have 30 days to return, completely free.

What is you returns policy?

Once you have received your order you have 30 days to return, completely free.

Can I return more than one order in the same package?

Of course, be sure to include the relevant paperwork for each order in order to process your refund correctly.

How long does it usually take for the reimbursement to take place?

Please allow up to 14 days once received with us.

Do I receive a confirmation email when my return package has arrived?

You'll get an email when we have processed your refund, this may be slightly later than when your return shows as arrived. In total we ask to allow up to 14 days.

I don´t have the return label or any paperwork?

No problem, please include the paperwork you received with your order in the returns package. If you do not have a label attached to the document, please contact our Customer Care team who will be able to generate a new label for you.

Is a direct replacement of the returned item possible?

We're unable to replace orders. A refund will be processed for the returned items and you will need to replace a new separate order.

Are there any non-returnable items?

No, but in order to receive a full refund, we do ask that all items are returned unworn and with labels.

Can I return an item during a promotion?

Of course, our 30 day returns policy applies to orders placed during a sale or promotion.

Are there any delivery costs when making a return?

No our returns are completely free.

How can I make a complaint about an item?

We hope your item arrives in perfect condition. If this is not the case please let our Customer Service team know by emailing customerservice@thefounded.com so we can assist further.

What can I do if my item has been damaged during the shipping process?

In case an item that has been delivered by us does not match your expectation in any way, you can return it free of charge by using the return slip, stating the reason for return. All relevant information concerning returns can be found under »How do I send a return?

How will I be reimbursed?

You will be refunded through the same payment method you chose for the purchase. In case of a card payment, we will refund the amount to your card account. For payment via PayPal, the refund will be made to your Pay Pal account.

Which address should I send the return package to?

The return shipping address is already printed on the returns label, which is included in every order package. In the event there is no returns label, simply log into your customer account in order to generate the necessary returns document and returns label for your order. Please include the returns document with the items you'd like to send back, and stick the returns label on the outside of the package.

I received a gift can I return?

Of course, the refund once processed will be returned via the original payment method and to the cardholder.

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MY ACCOUNT

How can I register?

It's really simple, if you don’t already have an account you can create one by clicking 'My account' located on the top right hand of the website. Or you can create an account when prompted at checkout.

How can I change my password or how can I renew my forgotten password?

Just click on the »log in« button located at the top of the page and proceed to click on »Forgot your password?«. Enter the email address connected to your customer account. You'll receive an email to reset.

How can I delete my customer account?

Please contact us via email including your request at CUSTOMER SERVICE and we will immediately initiate the deletion of your customer account. The email does not have to follow any special format; However, you should be clearly identifiable, meaning that you should always contact us through your registered email

Will my data be sold to third parties?

We treat customer data with the utmost discretion and do not pass it on or sell it to third parties.

Can I alter data by myself?

Once logged in to your customer account, you can review and alter your address, telephone number and name. Please contact our customer service in order to change your email address.

Can I find out more about my data? What about the transfer of data?

You can assert your right to data transferability (Art. 20 GDPR) by sending an email to our CUSTOMER SERVICE .

Does it cost money to register for an account?

Your membership is and will remain free of charge.

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PAYMENT

What do SEPA, IBAN and BIC stand for?

SEPA stands for Single Euro Payments Area. This is the name given to the new unitary regulation for national and European payment transactions. IBAN (International Bank Account Number) is a number that replaces all national account details (such as account number and bank sort number in Germany). BIC (Business Identifier Code) is an internationally standardised bank code (similar to the bank routing code) which clearly identifies payment providers around the globe.

Where is the CVC on my card?

CVC are the three digits located on the back of your payment card

How is the VAT displayed?

The value-added tax (VAT) is separately accounted for in every invoice.

Which payment methods are accepted?

You can choose between the following payment options: credit card (Visa, Mastercard) and PayPal.

Why was my payment declined?

There can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification or a technical error on our website. We are happy to offer the following alternative payment options: PayPal.

When will my credit card be charged?

You wont be charged until your order has shipped, but your card provider may show these funds as pending until then.

When and how will I receive the invoice?

As soon as your order has shipped you will receive an invoice.

Can I place a tax-free order?

We're sorry this is not possible.

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ORDERS

My order status is "Order Processing", when will it be shipped?

You'll get a despatch email as soon as your order is ready to leave. Please allow between 3-9 days.

The order received is wrong/has an incorrect item/items

We hope this isn't the case but if so, please follow the usual returns method and we will be sure to look into this on receipt and issue a refund.

The order received is missing an item/items

We hope this isn't the case but if your despatch email does not state your order will be arriving in multiple parcels please contact the Customer Care team so they can further assist.

I purchased the wrong size of an item/can I modify my order after being placed?

We're really sorry this is not possible. Please return the order for a refund and you will need to place a new order for the correct item.

I did not get an order confirmation

Sometimes our emails can go into junk or spam folders, we recommend checking there, or double checking the email address used to place your order.

I did not get a tracking number for my order

Please allow up to 9 working days for your order to despatch. If this time has passed please contact our CUSTOMER SERVICE team to check the status.

My order is damaged/An item in my order is damaged

We hope your order arrived in perfect condition. If not please return to us free of charge. Once its arrived we'll be sure to look into and issue a refund where necessary.

Can I cancel my order after being placed? (Until when can I cancel it after being placed?)

Your order can only be cancelled a few minutes after placing. Please telephone our team if you have just placed your order.

How do I cancel my order?

Your order can only be cancelled a few minutes after placing. Please telephone our team if you have just placed your order.

I cancelled my order, when will I receive the payment back?

If our team have been able to cancel your order successfully we'll process a reimbursement straight away. How long this takes to show into your account is dependent on your card provider.

How to place an order

Ordering is super simple: After placing the desired items in your basket, you can complete your order by clicking the »checkout« button. During the ordering process, you can easily set up a customer account and log in automatically. Afterwards, you will be guided through the three-step-ordering process (address – payment method – confirmation) to finalize your order. Unfortunately, you cannot place an order without registering for a customer account first.

How to check previous orders

Just log into your account and you'll be able to click through to your order history

Why do I have to enter my birthdate when placing an order?

We are working hard to offer you the best service possible. That includes the fast and smooth processing of your order. For that, we need your date of birth in order to clearly tell you apart from other customers – those who possibly share the same name – as well as to have proof of your legal age.

What happens after my order has been placed?

After placing an order, you will be sent a confirmation via email, which lists the ordered items, your billing and delivery address, as well as the chosen payment option. Finally, your purchase will be delivered to you, and we hope you will have lots of fun with your new items.

Can I change the delivery address once the purchase has been made?

We're really sorry, we are unable to amend delivery addresses. Your tracking info will give you alternative options to arrange directly with courier.

How do I track my order?

Yes, as soon as your order is on it's way you'll receive an email with tracking and everything you need to know about your delivery.

How can I make a complaint about an item?

We're sorry you're not happy, please let us know by emailing our team CUSTOMER SERVICE

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OTHER

What can I do if I want to log a complaint?

In case an item that has been delivered by us does not match your expectation, you can return it free of charge by using the return slip and stating the reason for return. All the relevant information regarding returns can be found under »How do I return an item?«. We will return the order value through the same payment method that the order was paid with as soon as the package has arrived and been examined.

How can I activate cookies?

The activation of cookies varies according to the browser:Google Chrome Open the menu of the browser and click on »settings«. Right below the headline »Privacy«, you will find the button »Content settings«. Activate the setting »Allow local data to be saved« under »Cookies« (recommended). Close the window and refresh the page.Internet Explorer 9-11 Open the menu of the browser (cog wheel) and access »Internet options«. Click on the »Privacy« tab and then under Settings, move the slider down to allow all cookies. Click on »OK« in order to close the »Settings window«. Now refresh the page.Mozilla Firefox Open the menu of the browser (»Firefox« button) and select »Settings«. Go to the section »Data privacy«. Set the selection list next to »Firefox turns timeline:« to »create according to customised settings«.Check »Accept cookies« in order to allow cookies and select the option »keep until:« and »they are no longer valid:«. click on »OK« in order to close the »Settings« window. Now refresh the page.Apple Safari Open the menu of the browser (cog wheel) and choose »Settings...«. Go to the »Data privacy« section and select the setting »Never« under »Block cookies«. Close the window and refresh the page.

How can I subscribe to the newsletter?

If you don't want to miss out on any current offers, you should subscribe to our free newsletter. To do this, simply enter your email address in the section »Subscribe to newsletter« at the end of the page. We will then immediately send you an email, in which you will need to confirm the newsletter registration.

How can I send you my suggestions and feedback?

We are happy to receive your feedback, and your praise. Just send us an email to the usual address. In all cases, you will hear back from us.

How can I contact you?

Feel free to reach out to our CUSTOMER SERVICE team. You can find our details and opening hours on our Contact us page. Charges may apply for calls from abroad. You can also reach us through the usual social media channels.

Why do I not receive a newsletter even though I have subscribed to it?

Once subscribed to our newsletter, you'll receive a confirmation email with an activation link. A successful subscription is only finished once the link has been clicked. If you have not received a confirmation email, don't forget to check your junk or spam folder. If you still haven't received the newsletter, contact us so we can find out what's wrong.

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COVID-19

Which measures are you taking in relation to the coronavirus?

The health and safety of customers and employees is our top priority. To ensure we meet every health and hygiene standard, we monitor all regulations frequently and work very closely with our logistics operations and our shipping partners.

What are the current delivery times?

Of course we are doing everything we can to ensure the fast and safe shipment of your order. However, as our business operates all over Europe, extended waiting times at several European borders can influence our delivery times. You can find the current estimated delivery time in your basket. Please know we monitor the situation closely and will update shipment times regularly.

Can I still pick up my parcel in a parcel shop?

We work very closely with our shipping partners to ensure the fast and safe delivery of your order. Delivery to a nearby parcel shop is still possible, as parcel shops are seen as essential services and will remain open.

How can I return my order?

Returning your item is generally just as easy as before. As parcel shops remain open, please continue to return your parcels there. Don't worry if you are currently not able to return your parcel to a parcel shop, as we offer a 30 day return policy.

I have another question...

Please don't hesitate to contact our CUSTOMER SERVICE if you have any more questions. As the situation changes, our opening times or call availability could change too. But please know that even if that happens and our response is delayed, we will make sure your issue will be solved properly. With this in mind, we kindly ask for your understanding and patience.

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