FAQ

Do you need help? Your mostly-asked questions can be found here. In case you cannot find your questions here, our customer service is at your disposal from Monday to Saturday from 9:00 am to 6:00 pm. You can contact us via email info@katiedimare.de or chat with us. It is always our pleasure to support you!

FAQ

1. My order has not arrived yet. What can I do?

We arrange your shipment with DHL with tracking number. If you have not received your order within the specified time, we advise you to check the shipment status on the order page or track it in DHL website. The link for Germany is here. 

2. I have just placed an online order and would like to change it now. How do I do it?

Please contact us info@katiedimare.de or chat with us in case you change your mind. We will support and proceed according to your wish.

3. Can I return my order?

Yes, at katiedimare.com you can change your mind within 14 working days from the receiving day: buy the products, try them at home and if you are not completely convinced, contact us via info@katiedimare.com for support and send us the goods you like to return. More about return terms and conditions can be found here.

4. Where do you ship to?

We ship to all European countries.

5. How much does shipping cost and who delivers my order?

DHL is our delivery partner. As part of our sustainability and transparent pricing approach that you can read more here and here, we charge customers a fee for delivery and return to encourage customers to consider more carefully before making purchase decisions. It costs €4.99 for shipping within Germany, €5.99 for shipping to other European countries except the UK, and €20 for shipping to the UK. The shipping to the UK is high due to Brexit which leads to high custom and shipping fees. 

6. How long does the delivery of my online order take?

Delivery to your delivery address with DHL Standard Shipping is guaranteed within 2-3 business day for shipping within Germany and within 3-7 business days for shipping to other European countries. For shipping to the UK, due to Brexit the customer clearance may cause further delay. We are not responsible for the delay caused by our delivery partner.