FAQ

Orders can only be placed online through our webshop. Simply add your desired items to your shopping cart and follow the checkout process.

No, you can also order as a guest.

Faster checkout, insight into past orders, and management of your data.

Unfortunately, subsequent changes (e.g., size, color, address) are not possible. However, cancellation is possible as long as your order has not yet been shipped. To do this, please send an email as soon as possible to support@featurestores.de with your order number. Once you have received a shipping confirmation, cancellation is no longer possible – you can then return the item via our returns portal after receipt.

Once your package has been shipped, you will automatically receive an email with a DHL tracking link. This allows you to track your delivery status directly on the DHL website at any time. Please also check your spam folder if you have not received an email.

No, a subsequent consolidation is not possible for logistical reasons. Orders are processed as they are placed.

Shipping within Germany usually takes 1–3 business days. Deliveries abroad take approximately 2–4 business days.

We ship with DHL and DHL Express.

It can take up to 2 hours for the confirmation to arrive. Please check your spam folder first. If you haven't received anything after 2 hours, please email us at support@featurestores.de with your name and the email address you used for the order.

Your order will only be shipped as soon as we can determine receipt of payment for the order.

Simply transfer the amount due to:

Commerzbank Hanover
IBAN : DE63 2504 0066 0118 5388 00
BIC/SWIFT : COBADEFFXXX
Purpose : *Your order number*

We will send you your DHL tracking number with the shipping confirmation email. You can enter this shipment number on DHL SHIPMENT TRACKING and track exactly where your package is at the moment.

Your package will usually be left at a branch or parcel station for pickup. You will receive a notification from the shipping service provider. In some cases, the package will be left with a neighbor.

Shipping costs within Germany are €5.90. Shipping is free for orders over €150.

For your return, please use only our returns portal.

In the returns portal, please enter your postcode and the order number including “#”.

Your return label will be displayed automatically and also sent by email. The cost of €4.90 will be conveniently deducted from the refund amount. You can directly download the label or show it as a QR code at the post office.

Please note that our returns portal is currently only available for customers from Germany and within 14 days of the order confirmation.

You can return your return to a feature store. Please note that a return is only possible with the returns form.

IMPORTANT : No cash payment! You get the amount on the same
Way back as you paid.

Once we have processed your return, you will receive your refund via the original payment method – usually within 7 business days of us receiving the return.
In exceptional cases, processing may take a little longer, for example around new drops, discount promotions, or public holidays, when we receive a particularly high volume of returns at the same time. In these cases, we ask for your patience – your refund will, of course, still be processed.

When exchanging, please note on the returns form which replacement size you would like.

In the " Reason " box, write down one of the following numbers on the return form (1. Doesn't fit, 2. I don't like it, etc.) and in the " Exchange " box, write down the size you would like exchanged.

Please note that your rights from the right of withdrawal are affected by this
remain untouched.

Please email us a photo of the damaged item and your order number. We'll work with you to resolve the issue as quickly as possible.

Send an email to support@featurestores.de including your order number and a photo of the incorrect item delivered. We will send you a free return label and the correct item.

Write an email to support@featurestores.de with your order number and a brief description of the missing item. We will review your case immediately and get back to you.

Information about the cut (e.g., Regular Fit, Oversized) can be found directly on the respective product page in the shop. Please check the product description there.

You can find information about the materials directly on the product page. Most products are made of blended fabrics. If you have any further questions, our support team will be happy to help.

You can find the care instructions on the product label. We generally recommend washing on a delicate cycle at 30°C, inside out, and without fabric softener if possible.

We accept credit cards, PayPal, Apple Pay, Google Pay and ShopPay.

Possible reasons include insufficient funds, incorrect information, or security checks by the payment provider. Please try an alternative payment method.

Exclusively by email: support@featurestores.de
We are available from Monday to Friday, 08:30–17:00 and usually respond within 24–48 hours.