MY ACCOUNT
Does it cost money to register for an account?
Your membership is and remains free.
How can I register?
Click on "My Account" in the top right corner of the website, then on "Create Account", enter your details and click on Log in to complete your registration. You can also easily set up your customer account when you place your first order. In both cases, you must enter your email address and a password. You can use this data to log into your customer account at any time in the future. When logged in, you can view and change your data.
Orders & Shipping
Do you ship internationally?
Yes, we ship to European countries. Shipping costs apply and will be added at checkout. We offer discounts and promotions throughout the year - look out for exclusive offers.
How long does delivery take?
Delivery time may vary depending on the shipping method chosen and the destination of the package. For detailed shipping times please note: Please note that weather conditions, shipping holidays, peak seasons and incorrect billing information may delay the shipping time of your order. For more information, please see our Shipping Policy page.
Cancel or change the order
Please send an email to our customer service team (qunature.de@gmail.com) to cancel the order.
change billing address
Although you cannot change the billing address, if you provide the correct shipping address and payment information, your order should arrive without any problems.
If you have a Qunature online account:
For future orders, please check that the billing address linked to your Qunature online account is correct. Delete any incorrect or old addresses. Log in to your account and manage your addresses.
Change product in my order
If your order status is "Ordered", please contact our team to make changes. We are unable to change orders once they have been dispatched.
If you have ordered the wrong item, please contact our team to make changes.
processing time after receipt of order
We endeavour to dispatch orders within 48 hours of receipt.
Additional Information:
- Please see our shipping schedule for further shipping information and estimated arrival date.
- If there is a problem with your order, we will send you an email to request additional information.
- If 48 hours have passed since you placed your order and you have not received a shipping confirmation, or if you selected a faster shipping option, you can contact our support team for further assistance. Please note: International orders, plus size items, and items with limited stock may have a longer processing time.
Package has not arrived yet
Please check whether your package may have been left in an inconspicuous place or with a household member.
Sometimes orders may show up to 48 hours before they are actually delivered by the shipping provider. There is a high probability that it will arrive in the next day or two. If you have any questions about this, we recommend contacting the shipping provider directly as they will have the most up to date information.
The shipping service provider's tracking page may also contain further information about where exactly the package was left.
If the package is missing more than 48 hours after the status "delivered" and you cannot find it in your home, please contact our team here.
Package is lost or missing
We're sorry there's a problem with your order. Please contact our team and we'll help you resolve the issue.
Wrong item delivered
We are happy to send you a replacement item. Please contact our team.
Order sent to the wrong address
Unfortunately, we are unable to make any changes to orders once they have been placed.
If you are unsure about the address you entered, please check the shipping address and order status on the Order Status page.
To update your default shipping address for future orders, please visit your account address book.
If you need a return, please contact our team.
If you believe your order was delivered to the wrong address due to an error by the shipping provider, please contact the shipping provider first.
payment and checkout problems
Why was a credit card payment declined?
There can be several reasons why a credit card payment is declined. For example, a typo, an invalid card, missing verification or a technical error on our website. We are happy to offer you the following alternative payment options: PayPal.
payments
You can choose your preferred payment method at checkout. We accept secure payments for local and international customers via credit cards, debit cards and PayPal.
Add promo or voucher code
To apply a promo or coupon code at checkout, follow these instructions:
- Enter your voucher code in the field on the right side of the page under "Order total".
- Click "Apply".
- You will see that the coupon has been applied successfully.
- Enter your payment option under "Billing Address" on the left side of the page.
- To place your order, click on “Submit Order”.
If you're having trouble applying your code, try our recommended steps here.
Voucher does not work
Reasons why your code may not work include:
- Code was not entered exactly as specified; codes are case sensitive.
- Requirements for the special offer are not met.
e.g. minimum order value, minimum number of items. - Other exceptions that apply.
e.g. category exceptions. - Vouchers have expired.
If you still have problems applying a promo or coupon code, please contact us via chat or email for assistance.
Do you still need help?
We are happy to help you whenever you need us.
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