FREQUENTLY ASKED QUESTIONS

May I cancel my order?

If your purchase has not been processed, we still can cancel any order or edit your shipping details. Paypal fee need to be paid by the customer. For further assistance, please contact our Customer Care Team: info@remesalt.com.

 Why was my order cancelled?

The item(s) that you ordered may no longer be available. If an item in your order is unavailable, we will contact you within 24 to 48 hours about the cancellation. The refund will take place immediately.

 Which countries do you deliver to?

REMESALT delivers to the following countries:

We deliver world wide. Please contact us in order to see how can we work with your residence country.

 When can I expect a shipping confirmation?

As soon as your parcel left our atelier, you will receive an e-mail confirmation with the tracking number.

 How long does it take to ship my order from time of purchase?

Estimated delivery times:
Germany: approx. 3-6 business days
Europe: approx. 6-9 business days
World: approx. 7-11 business days
We are normally in the lower range of delivery times.

We work continuously to try to meet all delivery times but sometimes there may be delays – e.g.  postal/carrier delays, strikes or bank holidays. We definitely will keep you updated in case of a delay. During holiday seasons please keep in mind that postal delivery services are busier than usual. To achieve delivery before Christmas upon request, we recommend for all orders to be placed as soon as possible to avoid any potential shipping delays.

 I´m unsure about sizing.

To ensure the perfect fit, please find all necessary information’s in each product description. If you need further assistance, please contact our Customer Care Team: info@remesalt.com.

 Item is damaged, defective or incorrect?

We are very sorry for the inconvenience. Please e-mail us (info@remesalt.com) immediately, with your complaint and order number. Include a picture of the damaged or wrong-shipped product. Our Customer Care Team will provide a quick and satisfying solution.

Please bear in mind our products are hand mede and therefore they are not intended to be perfect.

Out of stock! But I still want the piece.

We are happy that you like our piece(s). Choose the piece of your interest and Please e-mail us (info@remesalt.com). If we are able to, we will try to make one specially for you.

 Product spotted in a Magazine / Instagram - where can I buy it?

Please e-mail our Customer Care Team (info@remesalt.com)

 Returns and refunds

You can return your order/item purchased, within 14 days of the delivery date. All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. For goods that have a special hygiene sticker such as swimwear, the right of return applies only if the sticker has not been removed. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 14-day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost. Please use your national shipping service (tracking number suggested) and return it to the following address:

Francisco Remesal Gonzalez
Fürbringerstrasse 32, Souterrain Laden Recht
10999 Berlin / Germany

(all costs will be at your expense and we will not be able to accept liability for lost or damaged returns).

Once we have received, inspected and approved your return, please allow 3 - 7 working days (depending on peak times) for your return to be processed. We will immediately request reimbursement and send you a confirmation e-mail. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 Can I get an exchange rather than a refund?

Please contact us to info@remesalt.com in order to see availability.

 Which extra costs do I have to expect if I order to Switzerland?

Extra fee for custom duties as well as import turnover tax are required while receiving the parcel from DHL (depending on the ordered items).

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