❓ Frequently Asked Questions (FAQ)

This page answers your most important questions about ordering, payment, delivery, returns and exchanges.
If anything remains unclear: 📧 info@masculogue.com – we respond personally, thoughtfully and without robotic phrases.

Masculogue® – Fitness & Streetwear for men with heart.

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🛒 Order

How do I order?
Choose your desired product, the appropriate size and color, and add it to your shopping cart. You can pay quickly and securely with ShopPay, PayPal, or Google Pay.

Can I change or cancel my order?
As long as your item is not yet in production, you can change or cancel your order in your customer account. Unfortunately, this is no longer possible once the printing process has started.

How do I access my customer account?
Click the account icon in the top right corner. Enter your email address and you will receive a 6-digit login code. There you can view orders, request returns, and manage your data.

When will I receive my order confirmation?
Immediately after purchase – please also check your spam folder.

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💳 Payment

What payment methods are available?
– ShopPay
PayPal
– Google Pay

When will I receive a refund?
Once your return has arrived and been inspected, we will refund the amount to the original payment method. Depending on the payment provider, this can take up to 10 business days.

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🚚 Shipping & Delivery

How long does delivery take?

- 1-2 working days processing

- 3–5 working days production

- 3-7 business days shipping
👉 Total: Usually 7–10 working days (often faster within Germany).

Where do you deliver to and what does it cost?

➕ For each additional product, we charge an extra €1.

📌 Note: Deliveries outside the EU may be subject to customs duties and import VAT.

Will all items be shipped together?
Yes – we ship all products together as soon as they are ready. This saves on shipping costs and is better for the environment.

How is it packaged?
– Plastic-free & resource-saving
– Individually wrapped in satin paper
– Shipped in reusable paper bags (also usable for returns)

How can I track my package?
After shipment, you will receive an email with a tracking link (e.g., DHL or https://global.cainiao.com ). ).

What happens if my address is wrong?
Address changes are not possible after order completion. Returns due to incorrect information can only be reshipped at the customer's expense.

My package has been delivered according to the tracking information, but it hasn't arrived – what should I do?
We are initiating a trace request with DHL:
– If delivery is confirmed: a goodwill solution is possible.
– In case of loss: Replacement delivery free of charge.

Parcel post without tracking not received?
→ Will be resent immediately after a brief review.

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🔁 Returns & Exchanges

Can I return items?
Yes. Returns are possible up to 14 days after delivery. Please only return unworn and unwashed items .

How does the return process work?

1. Send us an email with your order number.

2. You will receive a return form and, if applicable, a label.

Who pays for return shipping?
– Defective/damaged goods: us.
– Voluntary return (e.g., wrong size): you.
👉 Tip: Ask for a voucher as a thank you.

What happens to returns?
We don't throw anything away. Returned items in good condition go to our warehouse sale or pop-up shops.

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📜 Legal

- Shipping only via our partners (e.g. DHL / Deutsche Post).

Self-collection is not possible.

- The risk passes to the buyer upon handover to the shipping service provider.

Compensation for damages in case of delayed delivery is excluded.

Complaints must be reported within 30 days.

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💌 Any questions?

📧 info@masculogue.com

Thank you for being part of our journey.
Masculogue® – Fitness & Streetwear. Chaos & Love.