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Customer Service

If you have any questions or need assistence with our store, feel free to reach out to us any time. Our customer service team will be happy to help you!
Our service team is available at service@musterbrand.com
Please check if your questions have already been adressed in the information below.
Overview
Shipping & Delivery
Deliveries within the EU are free of charge for orders over 50 € (else 5.95 €). All shipments within the EU will take 2-5 business days. For international shipments and European countries outside the EU, please check the following overview:
Shipping Country Cost Estimated shipping time
Australia 30,00 € about 3-4 weeks
Belarus 20.00 € about 1-2 weeks
Bosnia & Herzegowina 20.00 € about 1-2 weeks
Brazil 35,00 € about 2-3 weeks
Canada 25.00 € about 2-3 weeks
Chile 35.00 € about 2-3 weeks
China 30.00 € about 2-3 weeks
Colombia 35.00 € about 2-3 weeks
Egypt 35.00 € about 2-3 weeks
Hongkong 25.00 € about 2-3 weeks
India 25.00 € about 2-3 weeks
Indonesia 35,00 € about 2-3 weeks
Iceland 25,00 € about 2-3 weeks
Israel 25,00 € about 2-3 weeks
Japan 30.00 € about 2-3 weeks
Jordan 35.00 € about 2-3 weeks
Kazakhstan 30.00 € about 2-3 weeks
Kosovo 20,00 € about 1-2 weeks
Kuwait 35.00 € about 2-3 weeks
Malaysia 25.00 € about 3-4 weeks
Macedonia 20.00 € about 1-2 weeks
Mexico 30.00 € about 2-3 weeks
Moldova 25.00 € about 1-2 weeks
Morocco 35.00 € about 2-3 weeks
New Zealand 35.00 € about 3-4 weeks
Pakistan 25.00 € about 2-3 weeks
Phillippines 25.00 € about 2-3 weeks
Qatar 35.00 € about 2-3 weeks
Serbia 20.00 € about 2-3 weeks
Singapur 25.00 € about 2-3 weeks
South Korea 30.00 € about 2-3 weeks
South Africa 35.00 € about 2-3 weeks
Taiwan 30.00 € about 2-3 weeks
Thailand 25.00 € about 2-3 weeks
Tunisia 35.00 € about 2-3 weeks
Turkey 25.00 € about 2-3 weeks
United Arab Emirates 35.00 € about 2-3 weeks
Privacy & Security
Your privacy and security of personal data is of utmost importance to us. Therefore, we implemented state-of-the-art precautions to make sure that all transactions between you and our store are as secure as possible. As our HQ is based in Germany, your data is protected by the German Federal Data Protection Act, the German Tele-Media Act and further privacy regulations.
In order to make your shopping experience as convenient as possible we need to collect additional data with technical measures. Please check our overview of all the data we collect during your stay on our store.
Returns
If you wish to return your order or parts of it, simply reach out to our Customer Service Team via service@musterbrand.com within 30 days after you received your order. You will receive an email with further instructions. Once your return was checked in at our warehouse, we will issue a full refund for the items you returned. If you wish to exchange an item for a different size, please place another order either after you received the refund or as soon as you like.
Ordering
By ordering on our store you will have to agree to our terms and conditions. Please check our general terms and conditions before placing your order. We try to make the ordering process as convenient as possible. You can either create an account to save your data for future visits and checking on your order history or proceed as a guest. Either way, just pick a product you would like to order, choose your size and proceed with the instructions on the checkout/cart page. After completing the checkout form, you will receive an email confirming your purchase.
Payment, Pricing & Promotions
We accept Visa, MasterCard, and PayPal. For your protection, we screen orders for potential fraud. Please ensure that your billing address matches that of your payment method to avoid delays in order processing. If you have an account, you can even securely save your payment method(s) for later use. When redeeming Promotion, Discount, or Coupon Codes during checkout, please note that only one promotion code can be used per order.
Viewing Orders
Your order will have several statuses while it is being processed. At some stages we will send you emails regarding your order to keep you updated. This is a list of order statuses that you will see in your account:
  • NEW: We received your order and our warehouse will start processing it shortly
  • PROCESSING: Your order has been forwarded to our warehouse and will be prepared for shipping
  • SHIPPED: Your order was shipped and you should have received an email with tracking information