FAQ

Who do I contact if I have a question about an order or general questions?

Please send a message to crew@sevenheavens.de or to service@sevenheavens.de Alternatively, you can contact us via the contact page . Describe your request as precisely as possible and add as much information as possible (order number, name, etc.)

How does the returns process work?

You can return purchases to us free of charge within 30 days of receipt if your delivery address is within Germany or Austria. Please understand that we do not accept items that have already been worn or washed for exchange or return. The invoice amount will always be refunded to the same payment method that was used to place the order.

Who bears the costs of the return?

We cover the costs of returns within Germany and Austria. This means that returns for orders with a delivery address in Germany and Austria are free of charge.

Do I have to send my package insured?

The shipment does not necessarily have to be insured. Please make sure that your shipping service provider provides you with a tracking link or another tracking number.

What do I do if my goods are damaged or faulty?

We want all of our customers to receive high-quality products. If you have received a faulty item, we are sorry. Please send us a message with the order number, photo and description of the damage to the goods to service@sevenheavens.de . We will take care of it as quickly as possible.

What do I do if one or more items are missing from my order?

It may happen that we are unable to send all items in an order in one package. In this case, you will receive a delivery note for the goods shipped in addition to the invoice. The shipping confirmation email should also only show the items in the partial delivery. The missing items will of course be delivered later or refunded.

What do I do if I received the wrong item?

We are very sorry if we made a mistake when packing your order and you accidentally received the wrong item. In this case, please send an email with your first and last name and the order number to service@sevenheavens.de . Our customer service will take care of returning the wrong item and reshipping your desired item. Shipping is of course free and in this case we will also cover the cost of returning the wrongly delivered goods.