FAQ's
Our answers to your questions about your order, exchanges, returns and many more.
Order
I'm not sure about the size. Where can I find my size?
On each product page you will find a size chart with the most important dimensions in cm. If you have any further questions, please write to us in the chat window at the bottom right or call us (+4318906637).
My size is sold out. Can I still order?
If your size is sold out, our in-house couturier service is at your disposal. We can make the product according to your wishes in our tailoring shop.
I would like an item in a different color or material.
Our in-house tailoring is at your disposal for custom-made products of any product. We also create complete suits for weddings or other occasions in our studio.
Payment
How can I pay?
The following payment methods are available in the online store:
- Visa
- Mastercard
- PayPal
- Apple Pay
- Google Pay
- eps bank transfer
- Klarna Pay Now
- Klarna Pay Later
I live outside the EU. Can I shop tax-free?
Yes, if you are outside the EU (e.g. Switzerland, Norway, USA) and the delivery address is outside the EU, you do not pay sales tax on your purchase from us. You may incur import fees. It is best to inquire about this from your local authority.
Delivery
When will I receive my items and how can I track the delivery?
We ship worldwide with Austrian Post. All orders received by 3 PM (Central European Time) are shipped the same day.*
In Vienna, you also have the option of delivery via veloce (bicycle courier) within 3 hours. Please select "Local delivery" at checkout.
Once your order has been shipped, you will receive an email with a tracking number to follow your delivery.
*Except on Mondays, Sundays, and public holidays – on these days, your order will be shipped the next business day, as our shop is closed.
When is my delivery free of charge?
Austria, Germany, Switzerland: Deliveries to Austria, Germany, and Switzerland are free for orders of 125 Euro (or CHF 150) and above. For orders below this amount, we charge 10 Euro (or CHF 10). Pickup at the showroom is always free of charge.
Europe (EU): Deliveries within the EU are free for orders of 400 Euro and above. For orders below this amount, we charge 15 Euro.
Europe (outside the EU): Deliveries to non-EU countries in Europe are free for orders of 500 Euro and above. For orders below this amount, we charge 15 Euro.
United Kingdom: Deliveries to the United Kingdom are free for orders of £500 and above. For orders below this amount, we charge £20.
North America: Deliveries to the USA are free for orders of $600 USD and above, and to Canada for orders of $1000 CAD and above. For orders below these amounts, we charge $20 USD or $30 CAD respectively.
Worldwide (Asia, Australia, other countries): Deliveries to other countries are free for orders of 700 Euro and above. For orders below this amount, we charge 30 Euro.
Can I personally pick up my order in the showroom?
You have the option of picking up your order yourself in our shop at Sankt-Ulrichs-Platz 4, 1070 Vienna. To do this, select the shipping option 'Pickup' during the ordering process.
Exchange & returns
How many days do I have to return items?
You have 14 days after receipt to return items and get a refund of the purchase price.
Customers in Austria, Switzerland and Germany
For customers in Austria, Germany and Switzerland, the return is free of charge.
Within 14 days of receiving the items, email us at shop@eigensinnig-wien.com specifying the products you wish to return. We will then send you a return label, which you can easily hand in at a drop-off point near you.
To find out where the nearest Drop-Off Points are located, go to https://www.post.at/en/sf/locationfinder.
We will bear the costs for the return.
Customers outside of Austria, Switzerland or Germany
All other customers please return the products to our address (Eigensinnig Showroom KG, St-Ulrichs-Platz 4, 1070 Vienna, Austria) within 14 days.
We cannot accept worn, used, altered or damaged goods and we cannot refund the amount.
The size doesn't fit. Can I get a different size?
Yes. If the size you ordered does not fit, email us with the item you would like to exchange and what size you would like us to send you.
How long does it take until I get the amount back?
We arrange for the repayment to take place on the day we receive the item. The same payment method used for the purchase will be used for this refund. You will receive a confirmation email once your return has been processed. How long it takes for the money to reach you depends on your bank. Refunds with PayPal are immediately visible.
Can I return an item that I bought online in the showroom?
You can return the items to the store free of charge. Please take the original invoice with you.
