FAQ

How do I find a certain product?

You can easily find the product you are looking for by using the search function. Just enter the order number or key words such as "shirt" or "tank top".
If you're looking for our new items in particular, you can find these under the heading "NEW".
By clicking on categories such as fashion, sportswear, swimwear or accessories, you can view all the products featured in this category and choose the ones you like.

 

How do I place my order?

When you view a product, you will see the price on the right hand side of the image and below that, the button "Add to Shopping Basket". If you click on this, your item will be added to a virtual shopping basket shown at the top right hand side of the page (Shopping Basket).
You can change the number of items their and confirm by clicking "Update".
You can delete an item from your basket by either setting the amount to zero, or by clicking on "Delete Item". You can place several items in your basket before finalizing your order.

How do I pay?
We offer only bank transfer.
To successfully finalize your order, click on the button "Buy" and you will be directed to the page "Thank you for your order!". You will receive an email with the details of all the items you have ordered.

Your order will be send out after your money is booked on our bank account. 

When will I receive my order?

Your order will generally be processed within 24 hours on a working day and shipped to you as quickly as possible.
The return address on your parcel will read:
2020 Fashion UG
Erdmannstr. 12
10827 Berlin

Shipping within Germany is assigned to the transport firm DHL. This firm generally delivers within 3 to 4 days.
The delivery period for shipping within Europe is generally about a week.

 

Can I have my order delivered to an packing automated package booth, a post office box or to general delivery?

Unfortunately we are unable to deliver to post office box addresses or general delivery, as none of our transport firms offer this service. Please select an alternative, e.g. an automated package booth.
Haven't registered for a packing booth yet? Just click on this link:
DHL Packstation online Anmelden

 

Where is my order?

If you have submitted your email address when placing your order, you will automatically receive a shipping confirmation email with your order's DHL shipping number.
Using the DHL shipping number, you can comfortably track your order online and find out the current location of your TORCHPACK order.
DHL Sendungsverfolgung

 

Can I return or exchange an item?

If, contrary to expectations, you are not happy with one of our products, you can send it back to us within 14 days. In order to comply with the deadline, it is important that you send the item back to us in a timely manner within these 14 days.
We will either exchange the item for another product of your choice or credit the amount to your account.
You must send us the product back intact, unused, undamaged and in its original packaging. If the product is sealed or shrink-wrapped, this means that we will only accept your return if the wrapping is unopened or the seal is unbroken.
The return postage costs must be paid for by you. Please send the items back to us in the original packaging with sufficient postage.
Return address:
2020 Fashion UG
Erdmannstr. 12
10827 Berlin
Germany
The return will be sent at your own risk. We cannot accept unpaid-for shipments - these will be sent back to you at your cost.

 

What should I do if my order is defective?

You can send any defective products back to us free of charge. We will provide you with a DHL-issued pre-paid return label, which you can request from TORCHPACK customer service by email:

Email:
service@torchpack.com

We cannot accept unpaid-for returns - these will be sent back to you at your cost. For further guidelines, please see the relevant legal regulations. Returns will be shipped at your risk.
Return address:
2020 Fashion UG
Erdmannstrasse 12
10827 Berlin
Germany

 

Will the price of my returned order be refunded?

If you aren't happy with the product you have received, we will credit the price of the item to your account immediately upon receiving your return. We will be happy to apply this credt to your next order.
If you would prefer to receive a different item, please enter the product number, amount and price on the returns note and send this back with your return.

 

How are deliveries to Switzerland shipped?

Deliveries to Switzerland are shipped by the Swiss transport firm DHL Express.
For orders valued up to an amount of 75.00 € we charge 12.95 € shipping costs. There is no shipping fee for orders over 75.00 €.
For orders valued up to an amount of 62.50 CHF (approx. 75.00 €), no customs fees or import taxes will be charged.
Customs fees and import taxes will be incurred for orders surpassing 62.50 CHF. Please pay these charges directly to the delivery agent upon delivery of your order.

 

What should I pay attention to when ordering from a non-European country?

Deliveries to countries outside the European Union may incur customs or clearance fees once the delivery has reached your country. These charges must be paid by you, we unfortunately have no say in these fees and cannot predict how high they will be. Customs regulations vary widely from country to country. Please consult your local customs office for more information. Please note, that as an importer, you are responsible for following the applicable regulations in your country.

 

How can I keep up to date on your new products?

We recommend that you subscribe to our newsletter on our home page. This will keep you up to date on all our new products and exclusive offers.
Additionally you can also become fan on FacebookInstagramPinterestYoutube or Google+.

 

I have another question.

Our customer service will be happy to answer your questions:

Email: service@torchpack.com