FAQ's

Frequently Asked Questions (FAQ)

Ordering & Payment

How do I place an order?

Simply browse our collection, select your size and color, and click "Add to Cart." Follow the checkout process to complete your purchase. You'll receive an order confirmation email immediately.

What payment methods do you accept?

We accept all major payment methods:

  • Credit/Debit Cards (Visa, MasterCard, American Express)

  • PayPal

  • Apple Pay

  • Google Pay

  • Klarna

Can I modify or cancel my order?

We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please email us at info@stadtschritt.shop immediately with your order number. We'll try our best if the order hasn't been shipped yet.

Sizing & Fit

How do I choose the right size?

Each product page has a detailed size chart with measurements in centimeters. We recommend measuring your feet or comparing your measurements to our chart for the perfect fit. When in doubt between two sizes, we recommend sizing up.

Are your sizes unisex?

Yes! Our products are designed to fit all genders. The size charts indicate which measurements correspond to each size regardless of gender.

What if the size doesn't fit?

No problem! We offer free returns within 30 days. Items must be unworn and in original condition with tags attached. See our Return Policy for details.

Shipping & Delivery

Where do you ship?

We currently ship throughout Germany. Free shipping on orders over €50!

How long does delivery take?

  • Order processing: 1-2 business days

  • Shipping time: 2-4 business days within Germany

  • Total estimated delivery: 3-6 business days from order date

Do you offer express shipping?

Currently, we only offer standard shipping to maintain our affordable prices. We're working on adding express options in the future!

Can I track my order?

Yes! Once your order ships, you'll receive a tracking number via email to follow your package's journey.

Returns & Exchanges

What's your return policy?

We offer 30-day returns for items in original condition with tags attached. Customers are responsible for return shipping costs unless the return is due to our error.

How long do refunds take?

Refunds are processed within 14 days of us receiving your returned items. The timing depends on your payment method and bank processing times.

Do you offer exchanges?

For the fastest service, we recommend returning your original purchase and placing a new order. This ensures you get your preferred size/color quickly.

Product Quality & Care

What materials do you use?

We use high-quality materials selected for durability and comfort. Each product description details the specific materials and features.

How should I care for my boots/jacket?

Care instructions are included with each product. Generally, we recommend:

  • Boots: Clean with a damp cloth and use waterproofing spray regularly

  • Jackets: Follow washing instructions on the label, usually machine wash cold

Are your products waterproof?

Water resistance varies by product. Check individual product descriptions for specific details about water resistance levels.

Company & Sustainability

Where are you based?

We're a Berlin-based startup operating from Wittenau, 13435 Berlin. All orders ship directly from our Berlin location.

Are you a sustainable brand?

As a new startup, we're committed to responsible practices:

  • Minimal packaging to reduce waste

  • Direct-to-consumer model to minimize overproduction

  • Quality products designed to last years, not seasons

Do you have physical stores?

We're currently online-only, which helps us keep prices affordable. Follow our social media for potential pop-up events in Berlin!

Technical Support

What if I have issues with the website?

Please email info@stadtschritt.shop with:

  • The device you're using (phone, computer, tablet)

  • Which browser (Chrome, Safari, etc.)

  • Description of the issue

  • Screenshots if possible

My discount code isn't working

Ensure the code is entered correctly and check the terms (minimum order value, expiration date). If it still doesn't work, contact us with the code details.

Still Have Questions?

We're here to help! Contact our customer service team:

We're a small team passionate about providing excellent service. Your satisfaction is our priority!

STADTSCHRITT - Clear Answers for Your Urban Style Journey