Frequently Asked Questions (FAQs)
Here you will find the answers to frequently asked questions.
Ordering
We currently deliver to the DACH region, i.e. Germany, Austria and Switzerland.
In individual cases it may take a few minutes for the confirmation email to arrive. If there is no email after 10 minutes, please check your SPAM folder.
No, unfortunately this is not possible at the moment.
Unfortunately you cannot cancel your order. This is because we make every effort to control and dispatch all orders and the shipping process as quickly as possible. We therefore ask you to return your order if you do not want to keep it.
As soon as your order has left our warehouse, you will receive a shipping confirmation including a tracking number for tracking your shipment by email. You can use this number to easily track your order.
Payment
We offer the following payment methods. Simply choose the best payment method for you. The shipping costs are partly dependent on the selected payment method. The prices listed in the respective offers represent final prices. They include all price components including any applicable taxes such as VAT. Only in the case of cross-border deliveries may you have to pay additional taxes (e.g. in the case of an intra-Community acquisition) and/or duties (e.g. customs duties) in individual cases, but not to the seller, but to the customs or tax authorities responsible there. tax authorities. The delivery and shipping costs incurred are not included in the purchase price, they can be called up via the "Shipping costs" page, are shown separately during the ordering process and are to be borne by you in addition.
In our shop you can choose between the following payment methods:
PayPal Plus
PayPal, direct debit (SEPA-compliant), credit card and purchase on account.
Credit card
Visa, Mastercard, American Express
Apple Pay / G-Pay
Yes, all PayPal PLUS payment options such as direct debit, credit card or invoice are available to you, even if you don't have your own PayPal account.
Shipping & Delivery
Shipping costs EUR 5.32 within Germany, EUR 12.84 to Austria and EUR 15.52 for Switzerland. From a goods value of 150 EUR your order is free of charge in all three countries.
The prices stated on the product pages include statutory VAT and other price components.
The shipping costs will be clearly communicated to you again in the checkout.
We make every effort to process orders placed during normal business hours within 2-4 business days. Please note that orders may take 5-7 business days to process and ship during holidays and promotions.
You can track your delivery using the tracking number contained in the shipping confirmation. Unfortunately, we have no influence on the delivery process. If your package has not arrived after more than 10 days, please contact our support at support@nadinetosun.com.
If your package is lost in transit, we will do everything we can to help you. However, we are not responsible for packages for which proof of delivery has been provided.
Return & Refund
You can register your return via the returns portal: here
Please note the individual steps and adhere to the return conditions. Please only use your order number as a reference. We can only refund the returned items that have been registered via the returns portal.
The return address is:
CCS-Express GmbH
c/o NADINE TOSUN THE LABEL
Lilienthalstrasse 8
85399 Hallbergmoos
Click here to register a return!
Of course we hope that you like our articles as much as we do. However, if for any reason you wish to return something, you can return the item to us within 14 days of receipt. Please note that the customer must bear the costs of the return himself.
Important: Items must be in perfect condition and all tags must be present.
We currently do not offer exchanges. If you are not satisfied with the item in the size or color you ordered, you can register a return here and place a new order in the shop.
As soon as we have received your return, we will send you an e-mail to inform you that we have received your return. If you have not received a confirmation of receipt 14 days after sending your return, please contact our customer service support@nadinetosun.com
We are not responsible for packages if there is no proof of shipment with a tracking number. Please make sure you keep this receipt.
Your refund will be processed within 14 days and will be made to the original payment method. Refunds to another means of payment are not possible.
If you have returned several returns in one package, the refund of the returns may take a little time depending on the payment method you have chosen.
The NTTL team strives to offer you absolutely high-quality products and optimal customer service. Nevertheless, it can happen that an item has a production error or there are difficulties with shipping and delivery. In this case, please notify us immediately via our customer service.
So that we can help as quickly as possible, please have the order number and a clear description of your complaint ready.
Good to know: The color of the ordered item may differ slightly from the product image on the website. Unfortunately, a color deviation between the product image shown and the actual product cannot be avoided due to the circumstances.
You can reach us by email at support@nadinetosun.com.
Wash & Care
Yes, you can hand wash cashmere. We also recommend using a special cashmere detergent. Then rinse the hat with cold to lukewarm water and squeeze it out very carefully. (Please do not leave the hat in the water for too long.) The hat should be laid flat to dry. You can find more information in the washing instructions.
The color of the ordered item may differ slightly from the product image on the website. Unfortunately, a color deviation between the product image shown and the actual product cannot be avoided due to the circumstances.
Customer account
A customer account is automatically created with every order. Our shop does not save customer passwords. If you want to log in, you can click on the little man icon in the top right corner of the shop header and have a one-time PIN sent to you there with which you can log in. The PIN is only valid once and expires after use.
Creating an account brings you many benefits. On the one hand you can manage your addresses. This enables faster processing of your future orders. You will also find a detailed overview of your most recent orders here.