FREQUENTLY ASKED QUESTIONS
Do you have a size chart?
Our products are available in standard sizes from XS to XXL or one size fits all (caps, scarves...) and therefore we do not have any special size chart. You can select the size you want when selecting an item.
I've found the product I want but can't select my size.
This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our Customer Service team, quoting the product code and we'll let you know if the item will be available again.
I cannot find the product I'm looking for. Does this mean you don't stock the item?
You can see all items from our collection on our web site. If you desire some new item or custom item please send us an email and we will try to consider your suggestion when planning our collection. All your ideas are more than welcome.
Can you give me any more information on a product?
We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in to get a closer look at the details. If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.
Are the pictures shown on the site an accurate representation of the actual product?
We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It's worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colour way.
Has my order been sent yet?
We understand you want your new Euroleague collection as soon as possible so we'll email you as soon as it's been despatched to let you know.
Can I track my order?
Yes! We will send you an email confirming that your goods has been despatched and per your request also shipment tracking number. We use Austrian post for our shipments so in case of any troubles you can contact them or use their website http://www.post.at/ to track your shipment.
Can I cancel my order?
You can cancel your order but you must do that as soon as possible. Once the order has reached a certain point we won’t be able to cancel it. Remember you can always return an unwanted item to us. All terms about cancelling orders and returning items are described in our General terms and agreement.
Can I change or add items to my order?
Unfortunately, once you place the order and purchase items you cannot change your order as it is already paid and awaiting delivery. Of course you can contact our Customer Service and let them know that you didn’t place the order you wanted and they will help you to get the items you desire. But until you confirm your order and make payment you can change and review you order as often you like as long as you log on with your username and password.
You've sent me the wrong items!
We're only human and occasionally mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.
Part of my order is missing?
Sometimes we don't send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we'll email you to let you know and will regard your over payment with your next order or per your request transfer exceeded amount back to your account. If the delivery note says an item should be in your parcel but isn't, please contact Customer Service and we'll look into it. Sometimes we don't send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we'll email you to let you know and will regard your over payment with your next order or per your request transfer exceeded amount back to your account. If the delivery note says an item should be in your parcel but isn't, please contact Customer Service and we'll look into it.
PAYMENT & SECURITY
Which methods of payments can I use?
You can pay using any of the standard credit cards as Visa, Visa Electron, Master card, Maestro and Activa. All payment methods are visible when making a payment. You can select the one most suitable for you. We take security very seriously so you can rest assure when you enter any of your details they'll be safe with us.
When will I my card be charged?
Our payment system operates in the way that we charge your credit card immediately after your order confirmation and payment. An invoice/ delivery note is then created automatically. Also upon payment you will receive order/purchase confirmation. You will receive original invoice to you home address.
Is it safe to order online?
Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.
How much is it?
All information about delivery and costs you can find in Shipping costs section. Also individual shipping costs for each purchase/order are visible in cart when you are ordering.
How long will it take?
We will dispatch your shipment within 2-3 workdays from receieving your order. You can see estimated delivery times for your delivery/purchase in cart before confirming your order. Please notice that actual delivery times can vary from estimated and are subject to change from delivery company.
When will my order be delivered?
Our courier will attempt delivery anytime between 9am and 4pm Monday to Friday (except Holidays).
Do I need to sign for the delivery?
A signature is required and if you're not available our courier may try a neighbour and post a card at your address to let you know.
Can I send my order to another address?
Yes, of course. You can select a different address during the checkout and save it to your address book for next time you shop. You can update your address book at any time by logging into the site and clicking on my account.
Can I get my order any sooner?
We don't offer next day delivery yet but we're working on it so keep checking back.
Can I track my delivery?
Yes! We will send you an email confirming that your goods has been despatched and per your request also shipment tracking number. We use Austrian post for our shipments so in case of any troubles you can contact them or use their website http://www.post.at/en/2.htm to track your shipment.
Will you deliver to me?
We ship anywhere within Europe. At the moment we cannot deliver outside of Europe but we hope it will be soon, so register to our mailing list and you'll be the first to know when. Please note deliveries to certain areas of Europe may take slightly longer.
What happens if I miss my delivery?
Our courier will try at your neighbours and if they're available to sign will leave it with them and post a card through your door to let you know. If our courier misses you or your neighbours they'll leave a card and try again the next working day. If they miss you again, they'll leave you another card and take the goods back to the nearest depot where they can be collected.
I can't get to the depot to collect?
Don't worry. Just give our team a call on +386 59 222 591 (between 8am and 4pm from Monday till Friday) or + 386 59 222 597 or mail us at firstname.lastname@example.org and we'll help you arrange a re-delivery.
Can I return my order?
Yes, you can. Fill in the return form and post the goods to the following address:
TW Handels GmbH
St. Peter Strasse 5
The return form must contain your contact details(name, surname, address, telephone and email, date, also your customer id is desirable), a reason why you are returning faulty or unwanted item back to us, actions you want us to make (refund, replacement, repair,…), amount you paid for delivery costs returning the item in case you are entitled to reimbursement, order/purchase reference number, other documents (list anything you have enclosed/attached with your letter or email, such as receipts for postage, proof of posting etc…).
How should I send it?
We recommend you post any returns to us using a carrier who can give you a "Certificate of Posting” as, until the parcel reaches us, it’s your responsibility. Do I have to pay to return? We’re sorry but if you are returning items because you have changed your mind it will be at your cost and we will not refund you original delivery charge. We will however exchange any unwanted returns and re-send them without any further charge.
How long can I keep my order before returning?
We ask you return your items to us within 14 days of receiving them.
How long will it take to get my refund?
Refunds are usually processed within a few days of us receiving the goods back. Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it. But the refund will be on your account no later than in 30 days. We’ll refund you by the same method as payment (i.e. same card).
And when will I receive my exchange?
Exchanges are usually processed and despatched within a few days of us receiving the goods back. We can only exchange an item for a different size or colour in the same item or for a different product of the same (or lower, with us refunding you the difference) price as the original item. Please state clearly on the returns section of the despatch note which item you want to exchange and for what. If we haven’t the stock available we’ll refund you and send you an email to let you know.
The item I received is faulty
If you think the item your received is faulty get in touch with Customer Service and we’ll see what we can do about it.