Shipping Information
Where is my order?
Once your package has left our warehouse, you will receive an email from us with the shipping information. Your order will be delivered to your home address. If you are not at home, the package will be delivered to the nearest parcel shop.
Please note that the carrier may choose to deliver your package to a parcel shop nearby.
Our email contains all relevant information about your package, which you will need for tracking. Please check your spam folder if you do not receive an email from us within 24 hours.
Track Your Package
To track your shipment, you will need the tracking number, which can be found in your shipping confirmation email.
Packages shipped via Deutsche Post must first be registered at the logistics center in Frankfurt before tracking information is available. This usually takes 2–3 days. Please do not worry if tracking information is not immediately available in the first few days after your package has been shipped.
Shipping carriers:
If it has been more than 14 days since you placed your order and you still have not received it, please contact us using the chat button in the bottom right corner.
How long does shipping take?
Our goal is to ship all orders as quickly as possible.
The estimated delivery time depends on the shipping method you select and your destination country. Please provide your address and postal code in the “Shipping Details” section during checkout to see all available shipping methods and estimated delivery times for your location.
Please note that estimated delivery times are just that—estimates. Actual delivery times may be affected by external factors beyond the control of GHVSTCITY or our shipping partners, such as extreme weather conditions, technical issues, customs delays, etc.
During special sales events, delivery times may be longer than usual. Packages are generally not delivered on weekends or public holidays.
Do not worry if tracking information is not immediately available in the first few days after your order has been shipped. You will only receive shipping information once your order has been dispatched.
Shipping Costs
Shipping is completely free. We deliver all orders reliably and free of charge directly to your home.
Import Duties & Customs
Items shipped within the EU are sent dutied (DDP). This means that all relevant import duties and taxes are already included in the final purchase price.
For orders to countries outside the EU, customs duties and import VAT may apply in the destination country. You are responsible for paying any applicable fees.
GHVSTCITY is not responsible for currency fluctuations or changes in the exchange rate that may be applied by your bank or credit card company if payment is made in your local currency.
For questions regarding import VAT or customs duties, please contact the customs authorities in your country for further information.
Payments
Are my payment details secure?
Your transaction and payment information is handled securely by our payment providers using encrypted connections and in compliance with strict banking standards. Your credit card information is sent directly to the bank and can only be accessed by the bank itself—not by GHVSTCITY.
GHVSTCITY has an SSL certificate and meets the requirements of PCI-DSS for secure payment processing.
How can I know if my payment was successful?
At GHVSTCITY, payments are processed in multiple steps to ensure maximum security. Once your payment has been successfully received, you will receive a payment confirmation email within 24 hours.
If you do not receive an email within 24 hours, please first check your spam folder. If you still have not received an email, please click on Contact at the top left of the page to notify us.
Which payment methods are accepted?
We accept the following payment methods:
All available payment methods will also be displayed during checkout in the “Select Payment Method” section.
Orders & Deliveries
Has my order been processed?
We will send an order confirmation to the email address you provided during checkout. If you have not received an email from us yet, please first check your spam folder. Please note that it may take up to 24 hours for the order confirmation to be sent.
If you have checked your spam folder and waited 24 hours but still have not received a confirmation email, we recommend contacting us via the Contact button at the top left of the page so we can investigate this for you.
Why haven’t I received an order confirmation email?
If your order was successfully received, you should have automatically received an order confirmation email from us. Please check your spam folder if you have not received it.
Due to high order volumes, order confirmations may not be sent immediately. It can take up to 24 hours to receive our email.
If you have checked your spam folder and 24 hours have passed without receiving a confirmation email, please contact us via the Contact button at the top left so we can look into it for you.
What happens if I don’t pick up my package from the parcel shop?
The package usually remains at the parcel shop for 7 days before being returned. For exact information, please contact your local post office.
If you do not pick up your package, it will be returned to us and marked as “not collected by the recipient.” The amount will then be automatically refunded to the same account used to pay for the order.
If you change your mind and no longer want your order, the process follows the standard return procedure.
I received a damaged item. What should I do?
If your delivery contains a damaged item, we are very sorry!
Please contact us via our Contact Form or by email at support@ghvstcity.com, and we will assist you as quickly as possible.
When contacting us, please provide the following information:
Order Information
I haven’t received all the items I ordered.
In some cases, your order may be shipped in multiple packages, as each product is sent from its own warehouse. Our shipping is already free of charge – you will not incur any additional costs.
If you have not received all the products you ordered or received an incorrect item, please click on Contact at the top left. Don’t forget to include your order number when filling out the form, so we can process your request quickly and efficiently.
Shipping Methods
Which shipping methods are available?
We currently offer Deutsche Post and DHL as shipping options. All available shipping methods will be displayed during checkout when you enter your address and postal code in the “Delivery Options” section.
Does GHVSTCITY ship internationally?
Yes, we ship worldwide, except to the following countries:
- Switzerland
- Austria
- Netherlands
- France
Can I order online and pick up my items in-store?
No, unfortunately this shipping option is currently not available.
Customer Service
How can I contact you?
You can reach us anytime via email at support@ghvstcity.com.
We are happy to answer your questions and assist you with any issues regarding your order.
Please provide your order number so that we can process your request quickly and efficiently.
Customer Service Hours
We always do our best to respond to your inquiries as quickly as possible. Due to high demand for our products, processing all requests may sometimes take a little longer.
Please do not worry if you do not receive an immediate response. Once you have contacted us, we will reply as soon as possible. Also, please check your spam folder, as our responses may sometimes end up there.
Please avoid sending multiple inquiries, as this may extend our handling time.
Thank you for your understanding and trust.
Changes and Cancellations
Can I cancel my order?
We understand that you want to receive your order as quickly as possible! That’s why we process your order immediately once it reaches our warehouse. Unfortunately, this also means that an order cannot be canceled once it is already being processed in our warehouse (often within just a few seconds!).
If you made a mistake when placing your order, you can of course return your order to us.
For more information, please see the Returns section below.
Can I change my order?
We understand that you want to receive your order as quickly as possible! That’s why we process your order immediately once it reaches our warehouse. Unfortunately, this also means that an order cannot be changed once it is already being processed in our warehouse (often within just a few seconds!).
If you made a mistake when placing your order, you can of course return your order to us.
For more details, please see the Returns section below.
Can I change the delivery address for my order?
We understand that you want to receive your items as quickly as possible. That’s why all orders are processed immediately after being received. For this reason, it is no longer possible to change the delivery address once the order has been placed.
The order will be shipped to the address provided. If delivery is not possible at this address, the order will be automatically returned to our warehouse. Once we have received the returned order, we can issue a refund.
Discount Code
How do I redeem my discount code?
Below the total amount of your purchase, you will find a button labeled “Discount Code / Gift Card.” Click on it to enter your discount code or gift card. Then click “Apply” to add the discount. The code will be applied if all conditions are met.
My discount code isn’t working
Please check the following:
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Make sure there are no extra spaces before or after the code.
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Try clearing cookies/cache and try again.
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Discount codes cannot be combined; only one code can be used per order.
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Discount codes cannot be applied to already discounted products.
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Discount codes cannot be used to purchase gift cards.
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Some codes are valid only for specific items and/or only until a certain date.
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Some codes are valid only for certain customers or countries.
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If you received an offer via email, it may only be valid through the link in the email. Please note that if the link contains a discount code, you cannot add another code to your purchase.
Still not working? Please contact our customer service by email at support@ghvstcity.com or use our Contact Form via the button at the top left.
Important: You must enter the discount code before completing payment, as the price cannot be adjusted afterward.
I forgot to enter my discount code
When you make a purchase, you agree to the price displayed at checkout. Unfortunately, we cannot add a discount code to an order after it has been completed.
If you wish to use your discount code, you can place a new order with the code.
Please note that we cannot cancel the original order. To receive a refund, you will need to return your first order according to our return policy.
Returns
How can I return my order?
Before returning your order, please read our Return Policy carefully.
Registering a return
To return products from your order, please submit your return request via our Contact Form and follow the instructions provided. You will receive further information about the return shipment when you register your return.
You can also notify us that you wish to exercise your right of withdrawal by sending an email to support@ghvstcity.com or using the contact form on our website.
Please note that the sender address printed on your package may NOT be our return address. During processing, the logistics center of our shipping provider may print its address on the package. This address is only for handling purposes by the shipping provider.
Refunds
How long does it take to receive my refund?
Once we receive and process your return, you will receive an automatic confirmation of your refund. If you have not heard from us within 3 weeks of returning your items, please contact us via the Contact button at the top left.
After the refund has been processed, it usually takes 1–5 business days for the money to appear in your account. Refunds will be issued to the same account used for the original payment. If you paid with a gift card, the amount will be credited back to the same gift card.
Refunds for promotional or discounted orders
If you request a refund, please note that we refund the price you paid. If you purchased at a discounted price, the discounted price will be refunded.
If you shopped during a promotion, we reserve the right to adjust the offer or discount if your order no longer meets the promotion conditions after the return.
For example: If you used a discount code requiring a minimum purchase amount, we reserve the right to revoke the discount if the remaining order value after the return falls below the required amount.
For bundle offers (e.g., 3 for 2), the entire bundle must be returned to receive a refund.
Can I get a price adjustment if the product price changes after my order?
Our pricing is influenced by trends, stock availability, and customer demand. Price changes or special offers do not entitle you to compensation for price differences.
