FAQ - Häufig gestellte Fragen

FAQ

This FAQ answers your most common questions about Ordering, Payment, Shipping & Delivery, and Returns & Exchanges. If you have a question that isn't covered here, please email us at info@masculogue.com and we'll get back to you as soon as possible. We welcome any constructive feedback on our processes!

ORDERING

How do I place an order?
Browse our products and add your chosen item(s) to the cart. When you're ready, click “Checkout with PayPal” (or “Proceed to Checkout” if paying by ShopPay or Google Pay). Make sure you've selected the correct size and color before completing your purchase. You can edit your order any time before it's packed and shipped.

Where do I find my account?
Click the account icon in the top-right corner of the site (next to the cart). Enter your email and you'll receive a 6-digit login code. Once logged in, you can save addresses and track the status of your orders.

How do I modify or cancel an order?
Log into your account, find the order under My Orders , and follow the prompts to change or cancel—provided the item hasn't yet been packaged and shipped.

When will I receive my order confirmation?
You'll automatically get an order confirmation email right after you place your order. If you don't see it in your inbox within a few minutes, please contact us at info@masculogue.com .

PAYMENT

What payment methods do you accept?
We currently accept ShopPay, PayPal, and Google Pay.

When will I receive my refund?
Refunds are issued back to the original payment method. Please allow up to 10 business days after we receive your return for the refund to appear in your account.

SHIPPING & DELIVERY

Which carriers do you use?
We ship via Deutsche Post, DHL, DPD, Hermes, and others.

How long does shipping take?
Because most of our products are manufactured and stored in Asia, delivery can take up to 25 days from shipment.

Where is my package?
Once we ship your order, you'll get an email with your tracking number and a link to https://global.cainiao.com/ to monitor its status. You can also track your shipment in My Orders in your account.

RETURNS & EXCHANGES

How do I return an item?
Within 14 days of receipt, you may request a return—no reason necessary. Log into your account, go to the order, and click “Return Item.” Our team will contact you with instructions and, if applicable, a return-shipping label. Please note that not all returns qualify for free shipping; we'll let you know any fees in advance so you can decide.

Important: Don't ship goods directly to our office. Returns sometimes go to different fulfillment centers.

What is the return window?
You have 14 days from delivery to initiate a return.

What if my item arrived damaged or incorrect?
Email info@masculogue.com with photos of the damaged or wrong item. We'll arrange a replacement or refund at no extra cost. Please follow the return procedure above if a shipment back to us is needed.

My item doesn't fit—what do I do?
Request an exchange in your account, and we'll send you the correct size once we receive the returned item (or confirmation from the carrier that it's en route). Your new size will ship as soon as we have the return.

If there's anything else we can help with, drop us a line at info@masculogue.com —we're here for you!