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DEPUTY DEPARTMENT logo

FAQs

ORDERING

You can pay with the following methods at checkout:

  • Credit card (Visa, Mastercard, etc.)
  • PayPal
  •  Klarna (Pay later / pay in installments – if available in your region)

All transactions are secure and processed through certified payment providers.

Once an order is placed, we’re unable to make changes to the items in the order.

However, if you need to update your shipping address or contact information, please reach out to our customer service team immediately after placing your order. We’ll do our best to help before your order is processed and shipped.

If your order has already been shipped, you can still return it within 14 days of delivery via our Return Portal, as long as it meets our return conditions.

You can apply your Discount Code during checkout:

  1. Go to the checkout page

  2. Enter your code in the “Promo or discount code” field

  3. Click “Apply” to update your total

Please note:

  •  Codes are case-sensitive and may apply only to specific items or campaigns
  •  Only one code can be used per order
  • Discounts cannot be applied after an order has been placed

Unfortunately, we’re not able to cancel orders once they’ve been placed, as our system processes them immediately.

However, you can always return your order after delivery via our Return Portal, as long as it meets the return conditions.

SHIPPING

Once your order has been placed and processed, you will receive a confirmation email with your order details.

To track your order:

Option 1:
Visit our Tracking Page and enter your order number along with the email address used during checkout to view the current status of your shipment.

Option 2:
Click the tracking link in your shipping confirmation email, or copy the tracking number and enter it on the website of the shipping carrier (e.g. DHL, UPS).

Please note:
Tracking information may take up to 24 hours to become active after your order has been shipped.
If no updates appear right away, please check back later. 

Our shipping costs depend on the destination country.

  • Germany: €4.90

  • Belgium: €9.90

  • France: €4.90

  • Austria: €7.90

  • Switzerland: CHF 4.90

  • Spain: €7.90

  • United Kingdom: £12.90

  • International: €29.90

Shipping fees are automatically calculated and displayed in the appropriate currency at checkout.



Our standard delivery times are:

  • Germany: 5–7 business days

  • Austria: 5–9 business days

  • Switzerland: 5–9 business days

  • International: 8–12 business days

As soon as your order has been shipped, you’ll receive a tracking link via email.

Please note: During high-demand periods (e.g. collection drops), delivery may take slightly longer. We appreciate your patience and understanding.

RETURNS & REFUNDS

Return shipping costs must be covered by the customer.

  • Returns from Germany
    Returns from Germany are handled automatically via our Return Portal A return label will be provided, and the return fee will be deducted from your refund once your return has been processed.

  • International Returns
    Customers outside of Germany must cover return shipping costs themselves. A return address will be provided during the return registration process.

All returns must be registered and completed via our Return Portal to ensure proper tracking and handling.

To be eligible for a return, your item must be in the same condition that you received it – unworn, unused, with all tags attached, and in its original packaging.

To start a return, please use our Return Portal and enter your order number and the email address used during checkout.

If your return is accepted:

  • For returns within Germany, we will provide a return shipping label. The cost of the label will be deducted from your refund.

  • For international returns, you are responsible for arranging and covering the shipping yourself. You may choose any carrier.

Please note: Return shipping costs are the responsibility of the customer. 

Returns sent without prior registration through the Return Portal will not be accepted.


Your refund will be processed within 7 business days after we have received and inspected your return.

You’ll receive a confirmation email once the refund has been issued.
Please note that it may take additional time for the amount to show up in your account, depending on your payment provider.

We currently do not offer exchanges.

However, you can choose between a regular refund or store credit for any eligible return –
as long as the items meet our Refund Policy (new condition, tags and original packaging intact, returned via our Return Portal.

If you opt for store credit, we’ll add +5% on top of your original order value as a thank you.
You can use the credit anytime on your next purchase.

ISSUES & CLAIMS

If you didn’t find the answer to your question here, feel free to reach out to our support team:
[email protected]


We’re happy to help.

If your package is lost in transit or arrives damaged, please contact our customer service team within 7 days of the expected delivery date.

For faster assistance, include your order number, a brief description of the issue, and photos if applicable.

We’ll work with the shipping carrier to investigate the issue and find a solution.

Get support