FAQ

Find answers to frequently asked questions here.

Orders & Account
Payment & Invoice
Shipping & Delivery
Returns & Claims
Size & Product Advice
Stores & Contact

Orders & Account

How can I make sure my order was placed correctly?

After purchase, you’ll receive an order confirmation email with your order number, items, and billing & shipping address. If you have an account, you can also view your order anytime in your order history under “My Account”.

Can I change or cancel my order afterwards?

Once your order is placed, changes or cancellations aren’t possible. You can refuse delivery or return your parcel free of charge; we’ll refund you after your return has been checked in.

Is there a minimum order value?

No. Some promotions or vouchers may require a minimum order value - the specific conditions are shown with each offer.

Can I order by phone?

Not at the moment. Our customer service is happy to guide you through the online checkout.

How do I use my online voucher?

Add all desired items to your cart, enter the code in the voucher field, and confirm the check - the discount will be applied immediately. Usually one code per order; please check validity period and any minimum order value. If you see an error, check spelling and conditions.

Are prices online and in store the same?

Our recommended retail prices are the same. End-of-season markdowns can differ by channel.

How do I delete my customer account?

Send us a message via the contact form and tell us which data should be deleted (e.g., customer account, newsletter). We’ll confirm the deletion by email.

How do I unsubscribe from the newsletter?

Click the unsubscribe link at the end of any newsletter email. You can sign up again anytime.

Payment & Invoice

Which payment methods are available in the camel active online shop?

You can pay with PayPal & PayPal Express, Klarna Pay Later (in selected countries), credit card (Visa/Mastercard with 3-D Secure), Sofort (Klarna), and Apple Pay. In NL you can also use iDEAL; in BE, Bancontact. The options shown at checkout depend on delivery country and availability. You can find more detailed information here.

I didn’t receive an invoice – what now?

Check your email inbox (including spam). For Klarna invoice purchases, you’ll also find the invoice in the Klarna app. Otherwise, contact us via the contact form.

I have an issue with my Klarna invoice – what should I do?

Please contact Klarna directly. Invoices, due dates, and payments are managed by Klarna. The fastest way is via the Klarna app (using the email from your order) or Klarna Support.

Why did I receive an invoice from Klarna?

For “Pay Later”, Klarna handles the payment and sends your invoice by email. It’s due in 14 days.

Why can’t I pay by Klarna invoice?

Klarna checks your details with each purchase. If it doesn’t work right now, please choose a different payment method and try again later.

My credit card payment was declined – what now?

Please check expiry date, credit limit, and your entries. If everything looks correct, contact your bank or select a different payment method.

Shipping & Delivery

Which countries do you ship to?

We deliver to Germany, Austria, Netherlands, Belgium, Luxembourg, Denmark, Finland, Poland, and Sweden. You can find more detailed information here.

Which delivery address can I use?

You can enter a delivery address different from your billing address (including the German islands and the countries listed above).

Can the destination country differ from my billing country?

Yes. Simply enter a different shipping address at checkout.

Do you also ship to DHL Packstations?

Yes. Please enter the Packstation number and your Postnummer (personal DHL number) in the address fields.

How long does delivery take?

Germany: 1–3 business days. EU delivery addresses: usually 2–5 business days. No delivery on Sundays or public holidays. You can find more detailed information here.

How much are the shipping costs?

From €80 we ship free to DE, AT, NL, BE, and LU; below that €3.95. (Returns are always free.) For other countries, checkout shows the applicable rates. See more here.

Can I track my order?

Yes. As soon as we’ve handed your parcel to DHL, you’ll receive a tracking number by email. Tracking is usually active within one business day.

What should I do if my delivery is wrong, incomplete, or damaged?

Please document the condition (photos) and contact us via the contact form. You can return the parcel free of charge using the return label. We’ll clarify the case with DHL and keep you updated.

My parcel wasn’t delivered – what can I do?

First check the tracking link in your shipping email. Also check with neighbours or at your nearest DHL branch. If nothing turns up, contact us via the contact form - we’ll open an investigation.

Do you ship climate-friendly – and what about packaging?

Our parcels are delivered climate-neutral with DHL GoGreen. Where possible, we reuse cartons to save resources.

Returns & Claims

How do I return an item?

You can return items free of charge within 14 days. Use the returns form and label enclosed in your parcel. Items must be unworn, with tags attached, and only tried on as in a store.

I want to make a complaint about an item – what should I do?

If you bought online, please use the contact form and send your order number, item number, a short description of the issue, and photos. We’ll review the case and get back to you with the next steps. For purchases in our stores or specialist retail, please contact the respective retailer directly.

How much time do I have to return?

You have 14 days from receipt of delivery to send back items you don’t want to keep.

How do I know if you’ve received my return?

As soon as your return has been booked in, you’ll receive a confirmation email.

When will I get my refund?

Usually within up to 10 business days after the return has arrived - always via the payment method used at purchase.

Can I exchange an item?

A direct exchange isn’t possible. Please order the preferred size or colour again and return the item that doesn’t fit free of charge.

Can I return or complain about items bought at retail via the online shop?

No. Items purchased in our stores or from specialist retailers must be returned or complained about directly there. The online shop can only process orders placed online to keep handling fair and consistent.

Size & Product Advice

How do I find my right size?

Use our size charts under “Fit Information”. If you have any questions, we’re happy to help.

How do I care for my item properly?

Check the care label and the notes on the product page. You’ll find all symbols explained there.

Where can I find material and origin details for an item?

On the product page under “Material & Care”. If anything is unclear, send us the article number - we’re happy to help.

Can I order spare parts (e.g., buttons)?

In many cases, yes. Send us the article number and a photo via the contact form. We’ll check availability and get back to you.

Stores & Contact

Do you have a store near me?

Use our Store Finder to check locations and opening hours.

How can I reach customer service?

Phone: +49 (0)5976 27 700 (Mon–Fri 8:00–21:00, Sat 10:00–18:00 CET). Or use the contact form in the shop.