Order process

Order process

ORDER PROCESS

An online order is a no-brainer and we hope that this guideline can answer all of your questions.


Placing an order
1. Make sure that you are in the correct store view.
2. Choose your favoured item/s from our online offer. On garments you also have to choose the size needed.
3. Put the item/s in your basket. To get an overview of its content, use the link to the basket on the top right corner of the website. From there you get to the One-Page-Checkout via the 'Proceed to Checkout' button.
4. Enter all information required. Important: shipping to a different country only works with countries within your store view!
5. Accept our Terms and Conditions and also the Revocation and click on 'Place order now' to finish your order.
6. Now your order is processing and you'll receive an order confirmation email. Please check if you've received the email - consider that it can land in the spam folder as well. If you haven't received the confirmation, please get in contact with our client service (info@dudes-factory.com.
7. As soon as our system appropriates money to your order, the invoice will be generated automatically and sent to you via email. With this mail, your order is placed successfully and our production- / logistic team will take care of an efficient shipping of your item/s. Important: You only receive your invoice one time via email. If you haven't received yours, the order is incomplete. In this case, please get in contact with our client service (info@dudes-factory.com).


Cancel / change order
After your order was placed successfully, we will take care of a speedy shipping and handling. As soon as your order is packed and franked, there is no possibility of changing or canceling it for you.

For changing or canceling your order, please get in contact with our client service (client@dudes-factory.com) as soon as possible. It's the same for an address change.

Of course you're still able to cancel your order or exchange items after receiving it - corresponding to our Return Policy.


Delivery
The Dudes deliver worldwide. You can't find your country at the checkout? Please check if you're in the correct 'store view'. If that's the case and you still can't find your country, please get in contact with our client service (info@dudes-factory.com).

We do have a shipping flat rate, whichs costs you can see here:

Germany: 3,50€ (EUR)
Europe: 6,00€ (EUR)
UK: 5,00£ (GBP)
Worldwide: 10,00$ (USD)

If you'd like to pick-up your order in our Berlin-Mitte store, you can choose 'pick-up' as delivery method. Please be aware that this works only in the German 'store view'. Our production- / logistic team will inform you via email as soon as the order got prepared.


Sheduled delivery date
Please be aware that our storage- and shipping center is open Monday - Friday from 9:30 a.m. - 6:30 p.m. and closed on Saturdays, Sundays and on public holidays. Your order can only be processed and shipped during these times.
Here you find a list of the approximate shipping time - information is based on experience and can diverge in single cases (e.g. custom controls):

Germany: 2-5 working days
Europe: 4-8 working days
Worldwide: 7-14 working days


Delivery note
Delivery to a post-office-box is only possible in Germany.
Please check your parcel at the delivery in the presence of the driver on external damage. Let the postman note any small damage instantly. If your parcel has any major damage, ONLY OPEN IT WHILST THE POSTMAN IS PRESENT, or you REFUSE THE ACCEPTANCE right away.
Please make sure to use an address where you're most likely reachable (e.g. workplace) and check the tracking regularly. The delivery company normally makes 1-3 delivery attempts before storing the parcel for 2-4 weeks. If you don't pick-up the parcel during that time, it will be returned with a fee of up to 11,90 €, depending on the delivery company. We reserve the right to NOT cover that fee and to charge the amount before a re-delivery. In case of canceling the order, we will keep the fee from the amount of the refund!


Tracking
All parcels get shipped with a tracking number. Generally, we use the services of 'Deutsche Post' and 'DHL' - within Germany we only use 'DHL' and on international orders it's depending on weight and measure of the parcel.

Deutsche Post: www.deutschepost.de DHL: www.dhl.de

After shipping through our production- / logistic team, you'll be informed via email. The shipping confirmation contains all necessary information to track your parcel.

Important: If your parcel got shipped with 'DHL', your tracking only works on the German DHL website and no other DHL site.

On international shippings, it is always a national post company taking care of delivery of your order (starting from the border). This might cause a less detailed tracking. But then you are able to use the website of the delivery company for tracking the parcel. Here is a list of delivery companies we already know:

Brasilien – Correios: www.correios.com.br/para-voce
Frankreich – La Psote: www.laposte.fr/particulier
Kanada – Canada Post: www.canadapost.ca/cpo/mc/default.jsf
Mexico – Correos de México: www.correosdemexico.gob.mx/Paginas/Home.aspx
Spanien – Correos: www.correos.es/ss/Satellite/site/pagina-inicio/sidioma=es_ES
Südafrika – South Africa Post Office: www.southafricanpostoffice.post/
UK – Royal Mail: www.royalmail.com/
USA – USPS: www.usps.com/

If your country isn't listed, please try this tracking page that works for almost all countries: www.track-trace.com/post If that doesn't help either, please contact our client service (client@dudes-factory.com).

If you determine that the tracking isn't updating anymore, this might be caused through a custom control. In this case our hands are tied as well and your delivery will probably get delayed.


Returns
We always try to keep a high quality standard so that you are 100% satisfied with your item/s.
If you're not happy with your item/s and prefer a return, you are able to do so within 30 days corresponding to our Return Policy.


Return Policy
Any item/s bought in the Dudes Factory online webshop can be returned within 30 days after receipt of the parcel and you will be refunded the entire value of goods. Shipping costs will NOT be refunded.
If you send back your item/s after 30 days, or in the event of a damage / sign of wear, we decline the return and you won't get a refund. [Garments will only be accepted if the original label has not been removed]


Exchange / return of damaged / faulty items
If you should receive a damaged or faulty item, please get in contact with our client service (client@dudes-factory.com) and let us know the problem. After recording all necessary data, we will take care of a fast exchange and a possible refund.
For the following items we won't grant an exchange or refund:

Items that got damaged because of improper use or other than the designated use.
Items which have not been ordered via the Dudes Factory online webshop or an official Dudes Factory store.
Items that got damaged through misuse or carelessness [contact with chemicals, aggressive substances, fire, big heat, sharp objects, and so on] .
Please be aware that the expected useful life of each item depends on each user, the terms of use and the characteristic wear patterns. If our items got damaged through normal wear out or if the conventional service life got exceeded, an exchange is not possible.
Please get in contact with our client service (client@dudes-factory.com) if you have any further questions.


Return instructions
Indication: Clients have a deadline of 30 days (beginning from the tangible appropriation) to return items on their own costs. This can - subject to the condition that the item/s are neither used nor damaged - happen without providing reasons. If the return is due to fault in the material or the delivery of wrong items, please contact our client service (client@dudes-factory.com) for a return label.

In order of a speedy handle of your return, please enclose a filled return label.
With shippings outside of the Europen Union, please include a copy of your invoice. You find the invoice on the original parcel or in your emails.
Make sure to pack your item/s savely - either in the original packaging or in an equivalent box. We cannot accept returns that got damaged on the way back due to the lack of packaging.
Insofar that the seller is not liable for the loss of the return, we recommend sending your parcel with tracking - for your own safety and tranquillization.
After acceptance of the return, your item/s will be checked and processed within 1-3 workdays by our production- / logistic team. In case there is no damage, the refund or the exchange will be initiated and our client service will contact you via email.

If you have any further questions regarding a return, please get in contact with our client service (client@dudes-factory.com).


Exchange
You would like to exchange an item/s? It is not a problem within 30 days corresponding to our Return Policy. Therefore check our Return instruction. Please be aware that this causes additional shipping costs - our standard flat-rate shipping costs:

Germany: 3,50€ (EUR)
Europe: 6,00€ (EUR)
UK: 5,00£ (GBP)
Worldwide: 10,00$ (USD)