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Welcome to our Frequently Asked Questions
for international customers!
Hopefully this helps you finding your
way through the Red Rabbit Fashion Website.
If you have any questions, please don't
hesitate to contact us here.
Q.: Do you have an English (or
other) language version?
A.: No, we're very sorry, but we
do not (yet) have any other language version
than German. You can use online translators
on the website though, please try one of
those:
http://www.google.com/language_tools
http://www.worldlingo.com/en/products_services/worldlingo_translator.html
http://babelfish.altavista.com/
Or any other you've made good experiences
with. Please note though, that the translations
are not always acurate. Probably it's best
for the actual ordering process to use the
German version of the shop.
Q.: Do you ship to my country and
what does it cost?
A.: We do ship worldwide. Costs vary, please see the next two questions.
Q.: What's the shiping costs to
European Countries?
A.: To most European countries we
offer a flatrate shipping cost of 12.00
EUR, regardless how much you order. If you
only want to order a very small and cheap
item, we might be able to ship it cheaper,
please send us an email and ask for the
corrected shipping.
Q.: What's the shipping costs to
other (overseas) countries?
A.: We calculate on a per item basis. The
shipment costs 10.00 EUR + 2.50 EUR for
each item. If the shipping costs paid, are
significantly to high (i.e. because the
items were all very light and small), we
try to refund the excess. We cannot guarantee
this though.
Q.: How much customs fee do I have
to pay?
A.: Sorry, we can't tell you. Please
ask your local customs or post office for
details. If there is any specific information
to put on the customs tag, please tell us.
We gladly fill out the tags as well as possible
to make things easier for you.
Q.: How long does it take, until
I get my order?
A.: Usually all items you can order
are in stock and will be shipped immediately
after we receive payment. The actual shipping
time depends on the postal services in Germany
and your country. For Europe please expect
1-2 weeks, for the rest of the world 4-6
weeks, though it may be quicker or even
take much longer!
Q.: How am I informed about the
status of my order?
A.: You'll receive three emails:
The first as a confirmation after we have
received the order. The second after we've
received the payment, and the third after
we've shipped your order. If you have any
question about the status of your order,
please send us an email.
Q.: Why didn't I receive any email
after my order?
A.: Do you or your email-provider
use a spam-filter-program? Please check,
if our emails got stuck there and change
your settings to let our emails pass.
Did you pay with paypal? Did you use the
"Return to Shop" Button in PayPal
AFTER confirming the payment? This
is mandatory for us to get the order. If
not, please log into the shop and check
the basket ("Warenkorb"), If your
items are still in there, please finish
the order again choosing the payment method
"Überweisung/Vorkasse" and
put down the line "paid with paypal"
in the comment box.
Q.: How can I pay my order?
A.: We accept bank-transfers (wire-transfers)
to our German bank-account (GIRO), all national
and international information is provided
at the check-out. Please choose the payment-method
"Überweisung/Vorkasse". Also
you can pay with PayPal (www.paypal.com),
this is a quick, safe way to pay
on the internet. You can use your creditcard
here.
Q.: Can I pay with C.O.D./Cash
on Delivery?
A.: Sorry, that's not possible.
Q.: Can I pay you directly with
creditcard?
A.: No, sorry. We cannot provide
a save way to transfer your creditcard information,
as PayPal can. So please use PayPal for
creditcard-payments (www.paypal.com).
Q.: Can I send you cash or a cheque
in a letter?
A.: Usually we do not accept cash
or cheque by mail, but if it's the only
way for you to pay, please send us an email
before ordering, and we'll see what we can
do.
Q.: What do all those numbers in
the little box in in the descriptions mean?
A.: We provide measurements in centimetres
for every piece of clothing. 1 inch = 2.54
cm. If there are two numbers, that indicates
stretch: The smaller number is the unstretched
measurement, the bigger number is the stretched
one. For tops we usually provide the bust
width and the length, for bottoms the waist
and the length.
Q.: I cannot order the size I need,
why is that?
A.: We try to offer only the sizes
and items on the web, we can provide immediately.
So if you cannot order a piece or size,
it's sold out at the moment.
Q.: Can you order a special item
for me?
A.: We're sorry, but we cannot accept
personal pre-orders. If you're looking for
something specific, please send us an email,
and we check, if we take the item into our
range.
Q.: Can you send me an email, when
an item is in stock again?
A.: We're sorry, but we cannot provide
that service. Please check our website from
time to time or subscribe to our newsletter.
Q.: How do you handle returns?
A.: We accept returns within two
weeks after you received the shipments.
Please send us an email
for the exact conditions before sending
the return.
Q.: Do you sell wholesale?
A.: No, sorry, we only sell to consumers.
If you have a business and are from a EURO-Country,
you can sent us your VAT-Number, and we
can deduct the VAT. Please contact us about
that, before ordering.
Q.: I have a question not
answered here, can you help me?
A.: We certainly try. Please contact
us immediately, and we'll try to help you
asap!
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