FAQ

Why didn’t I get my order confirmation by mail? 
An order confirmation is always sent automatically. Please do check the spam filter of your mailbox frequently. If even there you can’t find the order confirmation, there might have been a typing error when you provided your email address in the order process. Send us a message here and we will get back to you.

I didn’t get my package – how long does it take?
The average delivery time within Germany is 2 business days and within to EU approx 5 business days. To destinations around the world delivery times can vary – a lot – but give at least 2 weeks for delivery. Also check the tracking code shown in the shipping confirmation you have received on the day of shipment. If you can’t find the shipping confirmation in your inbox, please have a look in your junk mal filter. If tracking yields no clear result, send us a message and we will sort this out and reply to you quickly.

I am not really sure about the colour to pick to match my own hair – may I order several pieces and return those that don’t match or I don’t like?
Of course, you can order several items to try and return those you don’t like. We will refund your money or can also send you another item or colour as replacement. But you will bear the return shipping. If none of the colours were a match and you feel now even more insecure about finding the matching hair piece, simply include a strand of your own hair or an older hair piece (that was a match) and we will match that strand directly against the colour samples here in our office and get back to you with the correct colour standard code or suggest matching hairpieces to you.

If I don’t like the items ordered, can I return them?
Of course. Please refer to Cancellation &
Withdrawal

Can I call you on the phone?
Sure. We are based in Germany and you would call this standard landline telephone number +49 (0)335 41 32 96 15. Our customer service is not outsourced to a low wage country and if you call you will talk to an informed and helpful colleague in German or English. You can call weekdays from 9 am to 5 pm Central European Time. Outside these times and on weekends you can still send us an email 
(service@vk-event-fashion.com) and we reply to you swiftly. You can not place orders on the phone – please follow through with the order process in our online shop.