FAQ


 

Our answers to frequently asked questions

 

Most important questions
Order
Size & Fit Guide
Payment
Shipping
Return & Refund

 

 

Most important questions

 

What payment options do I have in the camel active online shop?

Pay by invoice via AfterPay

If you choose to pay by invoice via AfterPay, the Arvato Payment Solutions GmbH will execute the payment process for camel active. Therefore the Arvato Payment Solutions GmbH will send you an electronic invoice by e-mail for your purchase with a payment period of 14 days. You can find further information at www.afterpay.de.


PayPal

When you place an order with PayPal you will be redirected to the PayPal website. There you will then need to login with your PayPal username and password. If you are not yet registered with PayPal, you can open a PayPal account directly during the order process and confirm the payment. Your purchases are protected by the PayPal Buyer Protection up to 180 days.


PayPal Express

In addition to PayPal you can also pay via PayPal Express. Therefore you have to click on the button "Direct to PayPal" in the shopping cart and you will be forwarded directly to the PayPal website. Your PayPal user data will be used for your order, so that no further personal information or registration in the online shop is necessary. Please note that if you choose this payment method you order as a guest and your order is not visible in your customer account if you are registered with us.


Credit Card

With our payment provider Payone you can also place your order securely and conveniently by credit card (VISA or Mastercard). After entering your credit card data, you will be redirected to a page of your credit card company where you have to confirm your identity with a code (3D-Secure procedure). After successful authentication, the credit card payment will be executed.

 

What do I have to consider with returns?

Items purchased from the camel active online shop can be returned free of charge within 30 days of receipt. Please fill out the enclosed return form and tell us the reason for your return. A prepaid DHL return lable is included with our German domestic parcels to send your return free of charge. For returns from other European countries, please contact our customer service and we will send you a prepaid return lable by e-mail.

Please note that we only accept returned items in their original condition, including the original labels attached to them. Our styles may not show any signs of use and may only be checked as far as would be the case in the store during a fitting. Returns of items from camel active stores or from other retailers will not be accepted and will be returned to the sender. In case of complaints please contact the respective retailer directly.

Further legal details can be found in our Terms & Conditions in the section "Revocation right".

 

When do I receive the refund of my return and how is it charged?

As soon as we have received, checked and approved your return, we will send you a confirmation e-mail. The refund depends on the selected payment method and is usually made within 10 working days. We use the same payment method as for your purchase.

 

What are the shipping costs?

Orders within Germany as well as to Austria, the Netherlands, Belgium and Luxembourg will be shipped free of charge from an order value of € 80. Orders with a lower order value are subject to a flat rate of € 3.95 €. The shipping is done with DHL.

 

Is there a minimum order value?

No, there is no minimum order value at the camel active online shop. However, if you want to use a voucher, a minimum order value may be required. Please note the individual terms of use.

 

Can I cancel an order I have already placed?

Unfortunately, an already placed order cannot be canceled. We process every order immediately and want to send your desired items as soon as possible. Should you decide at short notice against the order you have just placed, you can return the package free of charge and make use of your right of revocation.

 

Can I track my order?

As soon as your package has been handed over to our shipping service provider, we will send you an e-mail with your tracking number. This allows you to track and trace your delivery. Please note that it can take up to one working day until the shipping status is visible for the first time.

 

How do I find my right size?

You can find your right size using our fitting tables. These can be found under our Size & Fit Guide.

 

Are your online prices as high as in the local retail?

The recommended retail prices are identical in both cases and apply to all camel active items, in our stores, in other shops and online. At the end of the season there may be different offers due to individual reductions. The current online sales price is binding.

 

 

Orders

 

How can I be sure I have placed my order correctly?

Once you have placed your order, we will send you an order confirmation e-mail with your order number and your order details.

 

Can I track my order?

As soon as your package has been handed over to our shipping service provider, we will send you an e-mail with your tracking number. This allows you to track and trace your delivery. Please note that it can take up to one working day until the shipping status is visible for the first time.

 

Is there a minimum order value?

No, there is no minimum order value at the camel active online shop. However, if you want to use a voucher, a minimum order value may be required. Please note the individual terms of use.

 

Can I cancel an order I have already placed?

Unfortunately, an already placed order cannot be canceled. We process every order immediately and want to send your desired items as soon as possible. Should you decide at short notice against the order you have just placed, you can return the package free of charge and make use of your right of revocation.

 

Can I order by phone?

Unfortunately we cannot take any orders by phone at the moment. Please get in touch with our customer service for any support or question. Our Team will gladly guide you through the order process. Please call +49 (0)5976 27 700 from Monday to Friday 8 am - 9 pm and on Saturday from 10 am - 6 pm.

 

How can I order from abroad?

You can use our online shop without any restrictions. We do not regulate the access and deliver to the following countries: Austria, the Netherlands, Belgium and Luxembourg.

 

Where can I view my order(s)?

You will get an overview of your order(s) in your personal customer account, if you have registered with us before purchasing. Go to My Account.

 

 

Size & Fit Guide

 

How do I find my right size?

You can find your right size using our fitting tables. These can be found under the Size & Fit Guide.

 

 

Payment

 

What payment options do I have in the camel active online shop?

Pay by invoice via AfterPay

If you choose to pay by invoice via AfterPay, the Arvato Payment Solutions GmbH will execute the payment process for camel active. Therefore the Arvato Payment Solutions GmbH will send you an electronic invoice by e-mail for your purchase with a payment period of 14 days. You can find further information at www.afterpay.de.


PayPal

When you place an order with PayPal you will be redirected to the PayPal website. There you will then need to login with your PayPal username and password. If you are not yet registered with PayPal, you can open a PayPal account directly during the order process and confirm the payment. Your purchases are protected by the PayPal Buyer Protection up to 180 days.


PayPal Express

In addition to PayPal you can also pay via PayPal Express. Therefore you have to click on the button "Direct to PayPal" in the shopping cart and you will be forwarded directly to the PayPal website. Your PayPal user data will be used for your order, so that no further personal information or registration in the online shop is necessary. Please note that if you choose this payment method you order as a guest and your order is not visible in your customer account if you are registered with us.


Credit Card

With our payment provider Payone you can also place your order securely and conveniently by credit card (VISA or Mastercard). After entering your credit card data, you will be redirected to a page of your credit card company where you have to confirm your identity with a code (3D-Secure procedure). After successful authentication, the credit card payment will be executed.

 

How can I use an online voucher?

If you have a valid voucher or a promotion code for the camel active online shop, you can use it during the order process. Please put all articles into the shopping cart first and open the shopping cart view. Enter the promotion code into the field "Enter voucher code" below the invoice amount and click to check and confirm the code. The value of the voucher will be displayed in the shopping cart if the check was successful. Otherwise you will get an error message. Please check the validity date and the voucher conditions and note that only one promotion code can be used per order.

 

How do I receive an invoice for my order?

If you pay by PayPal, PayPal Express or credit card, we will send your invoice enclosed to our shipping confirmation e-mail as soon as your order has been processed and your package has been handed over to our shipping service provider. If you choose to pay later with AfterPay, AfterPay will send you an invoice with all necessary payment information after your order has been confirmed.

 

Why did I receive an invoice from AfterPay?

If you have chosen to pay later with AfterPay, The Arvato Payment Solutions GmbH ("AfterPay") will carry out the payment process and will send you an invoice with your order data and all necessary payment information. Your e-mail address gives you access to the customer portal MyAfterPay, where you can check the status of your invoice at any time. The invoice is due within 14 days.

 

I have not received an invoice from AfterPay. What should I do now?

If you have not received an invoice from AfterPay but already received your delivery, please check your inbox and your spam folder (depending on the provider) in your e-mail inbox first. If you cannot find the invoice, please log in to the customer portal MyAfterPay with your e-mail address you used to order. In MyAfterPay you can see your open invoices. Contact the AfterPay customer service and have the corresponding invoice sent to you again.

 

How can I pay the AfterPay invoice?

You can easily pay your AfterPay invoice by bank transfer or use one of the payment options provided by AfterPay. You will find detailed information on your invoice or on the customer portal MyAfterPay.

In order to ensure that your payment can be assigned without any problems, we ask you to use only the purpose of the transfer as stated on the invoice.

If you want to pay several open invoices, please transfer each invoice amount separately. This is the only way AfterPay can allocate your payments quickly and easily.

 

What are the bank details of AfterPay?

AfterPay creates individual bank details for each customer to ensure a secure and fast allocation of the payment. If you no longer have your invoice at hand, you can request a copy in the customer portal MyAfterPay via the contact form.

 

Why did I receive a reminder although I paid the AfterPay invoice?

Please note that it can take up to 3 working days until your payment has been assigned to AfterPay. As soon as AfterPay has assigned your payment, you will receive a confirmation by e-mail. Please also check your bank statement. Payments that AfterPay cannot allocate will be transferred back.

 

Why did I receive a reminder although I returned my order

If you have returned an item or your complete order and have received a payment reminder from AfterPay, please note that it may take a few days for your return to be checked and processed by us. We will notify AfterPay immediately of your return and AfterPay will send you updated payment information. In the customer portal MyAfterPay you can also inform AfterPay directly about your return. AfterPay will then pause your invoice.

 

I cannot order via AfterPay, why?

Pay later with AfterPay did not work? Please check if one of the following reasons could be possible:

  • You are ordering as an entrepreneur. The payment method is only available for private individuals (consumers in the sense of the German Civil Code).
  • It is your first order with AfterPay and your delivery address differs from the billing address. If you order with AfterPay for the first time, your delivery address must not differ from the billing address.
  • Your billing limit is exhausted. You can only make further purchases via AfterPay once your outstanding AfterPay invoices have been settled.
  • AfterPay has assessed the risk of non-payment as too high and cannot grant you the pay later payment option. This decision will be made on the basis of a credit check, which AfterPay will carry out taking into account your data, information about the goods and past payment experiences. You can find further information on this at www.afterpay.de.

If one of the above mentioned cases applies to you, please choose another payment method to complete the order in our online shop.

 

My credit card payment was rejected, what can I do?

Please check whether the following reasons could have led to a refusal of payment:

  • The card may have expired. Please check if your credit card is still valid.
  • You have exhausted your credit limit. Please contact your bank and check whether you are still within the allowed credit limit.
  • You have made a mistake while entering your card. Please check if all required fields are filled out correctly.
If none of these reasons apply, please contact your credit card company. We recommend to choose a different payment method to complete the order.

 

What happens in case of credit card misuse?

To protect your data, our entire shop and the ordering process is SSL encrypted. When choosing the credit card payment method, we process the order with our PCI-DSS-certified payment provider, BS Payone GmbH from Frankfurt am Main, and also use the 3D-Secure procedure, which provides additional authentication via your credit card company. Should there still be a misuse of data, you can file an objection with your credit card company.

 

 

Shipping

 

Which address can I enter as the receiving address?

In general you can use any delivery address in Germany including the German islands and in the following countries: Austria, the Netherlands, Belgium and Luxembourg.

 

Can the country of delivery differ from the country of the order?

Yes, the country of delivery may differ from the country of the order. Use the different delivery address in the order process.

 

What are the shipping costs?

Orders within Germany as well as to Austria, the Netherlands, Belgium and Luxembourg will be shipped free of charge from an order value of € 80. Orders with a lower order value are subject to a flat rate of € 3.95 €. The shipping is done with DHL.

 

Can I track my order?

As soon as your package has been handed over to our shipping service provider, we will send you an e-mail with your tracking number. This allows you to track and trace your delivery. Please note that it can take up to one working day until the shipping status is visible for the first time.

 

Who is the shipping service provider and how long is the delivery time?

It is very important to us to offer you a smart shopping experience and a fast delivery service. So we have chosen DHL as shipping provider. The delivery time within Germany is about 1-3 working days and to other European countries 2-5 days.

 

What to do if I have received an incorrect, incomplete or damaged delivery?

If you receive a package by mistake or if your delivery is incomplete or damaged, we apologize. You can return the package free of charge with the return form and the prepaid return label. Please get in touch with our customer service.

 

My package was not delivered, what should I do?

If your package has not been delivered one week after our shipping confirmation and there is no notification from DHL, please check the delivery status first. You will find a tracking number and link in the shipping confirmation we sent you by e-mail. Please check if your delivery address is correct, if a neighbour has accepted your delivery or if your package is ready for pickup at the nearest post office. If you could not find your package, please contact our customer service.

 

 

Return & Refund

 

How can I return an item?

Items purchased from the camel active online shop can be returned free of charge within 30 days of receipt. Please fill out the enclosed return form and tell us the reason for your return. A prepaid DHL return lable is included with our German domestic parcels to send your return free of charge. For returns from other European countries, please contact our customer service and we will send you a prepaid return lable by e-mail.

Please note that we only accept returned items in their original condition, including the original labels attached to them. Our styles may not show any signs of use and may only be checked as far as would be the case in the store during a fitting. Returns of items from camel active stores or from other retailers will not be accepted and will be returned to the sender. In case of complaints please contact the respective retailer directly.

Further legal details can be found in our Terms & Conditions in the section "Revocation right".

 

Do I have to pay for the return?

Your return is free of charge. Use the return label and return form that came with your package and tell us the reason for your return. If your delivery address is outside of Germany or if you have lost your prepaid return label, you can request it from our customer service and we will send you the label by e-mail.

 

How much time do I have for a return?

Returns must be made within 30 days of receiving your order. We reserve the right to refuse returns if they were sent after this period or if the items are no longer in the condition in which you received them.

 

How do I know if my return has already arrived at camel active?

As soon as we have received, checked and approved your return, we will send you a confirmation e-mail.

 

When do I receive the refund of my return and how is it charged?

As soon as we have received, checked and approved your return, we will send you a confirmation e-mail. The refund depends on the selected payment method and is usually made within 10 working days. We use the same payment method as for your purchase.

 

How can I exchange an item?

Unfortunately, it is not possible to exchange items purchased in our online shop at the moment. Please reorder the desired style in a different colour/size and return the other item free of charge. If your delivery address is outside of Germany or if you have lost your prepaid return label, you can request it from our customer service and we will send you the label by e-mail.

 

I want to complain about an article, what do I have to do?

If you want to complain about an article you bought in our online shop, please contact our customer service and use our contact form. We will coordinate the next steps with you. If you bought the item in one of our camel active stores or from another retailer, please contact the respective retailer directly.

 

Can I return underwear or swimwear?

You can only return underwear and swimwear if the hygienic inserts and labels have not been removed. We recommend that you always try on underwear and swimwear over your own underwear.