Customer inquiry

We are proud to welcome you on our website. Let it be unforgettable conceptual shopping experience with us.  We are small independent label with studio based in Berlin.  All our customers are very valuable to us,  and we would be very happy to attend you personally in your purchasing decisions. Please feel free to contact us with any questions and we will assist you in the best way to meet your expectations.

Shipping & Dispatch Policy

As most of our garments will be Made To Order, you can guarantee excellent craftsmanship as well as a one-of-a-kind item for your wardrobe. Once your order is made, you will receive an email informing you of an expected delivery date. We will do our best to deliver your chosen items in perfect condition and in the shortest possible time.  For our Made To Order items, times can vary between 2-4 weeks from order date, so please be sure to keep this in mind if your garment is for a specific occasion.
 
If your order cannot be delivered within the time frame specified, GANSTEIN.ATELIER will notify you and will do our best to handle the situation as quickly as possible.  All new orders are considered separate and each is treated individually. Please note that  GANSTEIN.ATELIER operates Monday to Friday and not on public holidays and cannot be held responsible for any delays caused by any local customs clearance processes. If a customer has ordered several items at the same time, the products may be delivered at different times.

Returns & Refunds

GANSTEIN.ATELIER wants to ensure your complete satisfaction. While GANSTEIN.ATELIER hopes that you are delighted with your order, if you are not perfectly satisfied with the goods we will happily offer a full refund or exchange on items which have not been Made To Order.

To receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all labels attached and in the original packaging. Please follow the steps below:
 
We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred and available. Please note:
 
1. You must notify GANSTEIN.ATELIER of your intentions to return the Item within 48 hours of delivery
2. Items must be returned within 14 days of the date of the return request. Returns outside these time frames will not be accepted.
3. The item is your responsibility until it reaches GANSTEIN.ATELIER. For your own protection, we recommend that you send the parcel using a delivery service that insures the value of the goods.
4. The cost of returning the item to the designer is the customer’s responsibility.
 
All successfully returned items will be only credited to the account used to originally purchase the items, less any taxes, import duties or shipping charges incurred. This process can take up to 30 days. With exchanges, your new item(s) will be shipped to you as soon as we receive your returning package and any additional payment which is required.
 

Please note: New and unused means that there are no marks on the item or any wear on the tags.

GANSTEIN.ATELIER does not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. Please be aware that items that are Made to Order are not refundable. International customs duties and sales taxes are not refunded for any shipments.


 
If you order goods for delivery outside of the EU please note that your purchase may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by the customer. It is accepted that GANSTEIN.ATELIER have no control over additional charges in relation to customs clearance. GANSTEIN.ATELIER recommends that the customer checks with their local customs officials or post office for more information regarding importation taxes/duties that may be applicable to their online order.

Taxes & Duties