Customer Service

FAQ – frequently asked questions

Of course – To order as a guest, simply do not select the “Create an account?” checkbox during the order process. 

Unfortunately, this is not possible at the moment. If you are interested in a voucher, please send us an e-mail to: info@sustain-shop.de

You have the option of assigning a new password via the “Lost your password?” link under the registration form on the checkout page. You will receive a link via e-mail – please check your spam folder if you do not receive it. 

That depends on which country we are shipping to. You can find an overview here.

We constantly check the quality of the products. However, if it should happen that you receive a damaged item, we are very sorry. Just send us an email to service@sustain-shop.de and describe the issue. Please attach pictures showing the defect  and we will find a solution immediately.

We try to present the items as well as possible and to describe them accurately. However, if you do not like an item or it does not fit, you may be able to exercise your right of withdrawal within the framework of the statutory provisions.  You can find more information in our  Revocation Policy.

The privacy of your data is very important to us. You can find out more in our Privacy Policy.

Shipping and delivery

The estimated shipping time (within Germany) is indicated in the description of the respective products. We produce many products on-demand for sustainability reasons. This means, for example, that new products for which demand is not yet foreseeable are only produced when an order is received. As a result, it may take a little longer for some items to be dispatched.

We always try to deliver as quickly as possible and keep you up to date on the status!

Shipping is exclusively climate-neutral. In addition, between €0.20 and €2.00 (depending on the delivery address) is donated to environmental protection projects for every parcel sent.  We choose our shipping and packaging materials to be as environmentally friendly as possible.

You can find further details in our Shipping conditions.

Payment methods

Details can be found in our Payment Information.

Return and revocation

Every package uses resources. We therefore ask you to only order items that you would like to keep. If you have any questions about sizes, colors or materials that you can’t find the answer to in the store, please give us a call and ask us. Please avoid ordering products for fitting.

You can find more information in our Revocation Policy und unseren Terms & Conditions.

Sollte ein Artikel fehlerhaft oder falsch geliefert worden sein, kontaktiere uns bitte per eMail: service@sustain-shop.de wir finden dann eine passende Lösung für das Problem.