We have summarized the answers to the most frequently asked questions for you here.

Payment

We offer the following payment methods:
▪ PayPal
▪ Credit card (Mastercard, Visa, Maestro, Amex)
▪ Klarna purchase on account
▪ Klarna immediate purchase
▪ Apple Pay
▪ eps transfer

Yes, we also offer purchase on account via Klarna (buy now, pay later).

Please note that payment must be made to Klarna in each case. You will receive a separate email with the payment information directly from Klarna. When purchasing on account, you will receive the goods first and you have 30 days to pay the invoice.

We're really sorry you're having trouble paying for your order. It is possible that Klarna does not allow payment by invoice in some cases. Unfortunately we have no influence on this.

Possible reasons why a payment method is not available:
▪ Delivery and billing address do not match
▪ The combination of name and address could not be found.
▪ There is still an open amount for another order at Klarna
▪ It can also be the browser. Try to switch browsers and try the ordering process again.

Most credit cards have a 3D Secure security standard that must be activated before you can make a purchase. If you are unsure whether or not this is enabled for your credit card, please contact your bank directly.

You can easily download your invoice as a PDF in the order confirmation email. 💌

Shipping and returns

...you can find HERE

Delivery:
Our standard delivery is FREE to Germany and Austria.

Return:
Returns are FREE from Germany and Austria.

You can process your return and exchange free of charge and easily within 30 days via our online return portal.
Click here: return portal
There you enter your order number (including "#") and zip code. You can find the order number on the delivery note or in the e-mail that confirmed your order.

After checking the return, we will immediately refund the amount using the payment method you previously selected.

Did you pay with KLARNA?
You can also register your return with Klarna and thus pause the payment until the return has been processed. To do this, register with Klarna with your e-mail address and select "Register return". In the meantime, your invoice will be paused and automatically updated once we have processed the return.

As soon as we have shipped your order, you will receive a shipping confirmation email with a tracking link. Or you can call up and track the status of your shipment here at any time.

Austria : Standard shipping usually takes 1-3 working days
Germany : Standard shipping 3-5 working days
For those who can't get it fast enough, we also offer express shipping: it takes 1-2 working days

Your order will be shipped in Austria with the Austrian Post and in Germany with DHL.

Please make sure you have added a hashtag "#" to your order number (example: #1111).
If it still doesn't work, then simply contact us by email at info@tweedheart.com . We will be happy to help you and will send you your return label.

Order

You will receive an order confirmation to the email address you provided when you made your purchase. The email can also end up in spam. Please also check your spam folder. If you have not received a confirmation, please send us an email.

Yes, as long as you have not received a shipping confirmation, please write to us as soon as possible, then we can still change or cancel the order. Please contact us directly at info@tweedheart.com
We will do our best to process your request.

You are welcome to mix the sizes in the set. If possible, select it directly on the product page, add an order note or write us an email.

This is not a problem. Please contact us by email. We update the invoice and send you a return label.

Size

You will find a size chart for each product. Do you want a style consultation, are you unsure about the size or do you have questions about the fit? Feel free to contact our style consultant and email your questions to styling@tweedheart.com . We are happy to help you!

Our collections are limited and will not be reproduced. We are sorry if the item you want is sold out. The best way to contact us is by email at info@tweedheart.com - we'd be happy to search our stock again for you. 😉

claim

We are very sorry. Of course, it should not happen that an item is defective.
Please contact us at info@tweedheart.com and we will find a common solution.

We do not offer a guarantee, but we treat quality problems individually. Please contact us and write us an email. We are glad to help you. It is important to us that our customers are satisfied. ♥

Oops, we must have made a mistake. We're sorry. Please contact us by email and we will send you the right item immediately.

Discounts and Coupons

You can enter your discount code in the checkout. If you have any questions, please contact us. ♥

Yes, we also offer gift vouchers . You are free to choose the amount. Our gift vouchers are electronic gift cards that are emailed to you. You will receive a file with a code that you can print out. 💌

Any questions?

...then just get in touch at info@tweedheart.com

We are happy to help you ♥

Madelaine und Alex

Gründer von Tweedheart

Gründer von Tweedheart