FAQ

GENERAL QUESTION:

When was Born Originals® created?

The company was founded in early 2014 by Melvin Lamberty in Germany.

Where is Born Originals® based?

Our head office is based in Wilhelmshaven, Germany, while we work with artists from around the world.

How can I contact you?

info@bornoriginals.com | +4917634634618782 (Phone, Whatsapp)

Do you have physical stores?

To date, our products are sold through bornoriginals.com and selected retailers. We have no physical store, but ships all over the world.

 

PRODUCTS:

Are the products you sell authentic?

All products sold on bornoriginals.com are authentic products, whatever the brand. 

How to find the right size in Born Originals® shoes?

We always recommend removing one size from your normal EU size. To be sure of the right size, measure your feet from the big toe to the heel. This length corresponds to the Born Originals® size in the size table. A measurement table is provided on each article page. If you need further advice, please do not hesitate to contact us.

How do I clean my shoes?

Please clean your shoes with clean water only. Avoid scratches and rubbing on painted parts.

You can use a repellent spray to protect the shoes.

 

ORDER:

How do I place an order with Born Originals®?

To place an order, you can simply visit our online store at bornoriginals.com and put the items you like in the shopping cart. At the checkout, you will find several payment options.

I would like to place a personalized order. How do I do that?

To request a custom order, please use the "Custom Order" section of our website.

How to modify an order?

Once you have ordered, your order is final. However, you can always send an email to info@bornoriginals.com or contact us on +4917634634618782 to request changes. We cannot guarantee that these changes will be respected, as most products are made to order.

How can I cancel an order?

To cancel an order, please contact info@bornoriginals.com or +4917634634618782 and mention the date, name and order number. Please note that all third party products are excluded from exchanges and returns.

How can I track the current status of my order?

Your order will be processed within the'shipping time' mentioned you will find in each item description. We will make sure to process your order as quickly as possible and send you a shipping notice.

I need my order quickly. Is there any way I can get my order earlier than usual?

Yes, you can reserve a priority treatment to obtain an express treatment of your order.

 

PAYMENT:

What payment options do you accept?

We currently accept payments by PayPal, direct bank transfer and credit card (via Paypal Plus). Western Union payments are available upon request.

What are the bank details to pay by direct bank transfer?

Bank details will be provided in the order confirmation email. In case you have lost it, please request the information by e-mail again and mention the date and name of your order.

I forgot to put my order number with my bank transfer. What can I do about it?

Please email us via info@bornoriginals.com to ensure that we can match your payment to your order.

 

MY ACCOUNT:

Do I need to create an account to order from the online store?

No, you do not need to create an account, but the account will give you more shopping options and faster orders.

I cannot login to my account. What am I supposed to do?

Please request a new password in the login area.

 

SHIPPING:

How long does the expedition last?

Germany: 2 days per DHL

Europe: 3-7 days per DHL

Outside the EU: 7-45 days by local post.

Do you offer Express shipping?

Yes, you can book Express shipping and here is the usual shipping time for this service: 

Germany: 1 day per DHL / TNT / UPS

Europe : 1-2 days per DHL / TNT / UPS

World: 2-5 days per DHL / DTT / UPS

 

Do you notify me when my order has been posted?

Yes, we / shipping couriers send shipping notifications by e-mail.

The delivery time is over and I still haven't received my order. What can I do about it?

Please always refer to the shipping information you receive by email once your order has been registered. We are not responsible for delays caused by the carrier, but we will always be available to give you updates on your delivery.

I can't find my tracking information. What can I do about it? 

Please take a look in your spam folder. Please note that Born Originals is not responsible for delivery delays caused by the courier company.

My tracking information is not working? Why? Why?

Sometimes the tracking number needs 24-48 hours to show you the correct information. If your tracking information is invalid after 48 hours, you can contact us via info@bornoriginals.com or +4917634634618782 and we will take care of the adjustment.

The delivery failed and my order will be returned to you. What am I supposed to do?

In this case, please contact us or wait until we contact you. The package will be shipped again, but please check our terms and conditions to see if there are any additional charges for the second shipment of your order.

 

RETURN:

Do you accept the return?

All third party brand products are excluded from any return and exchange. Products that come exclusively from Born Originals® apply for returns and exchanges. Please note that any personalized product is generally excluded from any return and/or exchange, regardless of the brand. Items sold are generally excluded from returns and exchanges. Please read our return policies in case of doubt.

What is your return address?

If the product ordered applies for returns/exchanges, please send the merchandise to the following address and put the packing slip or return document in the package. 

Born Originals

Oranienburger Str. 13

26388 Wilhelmshaven

Germany

+4917634618782

 

BUSINESS:

I want to do business with Born Originals®. How can I contact you?

Please use info@bornoriginals.com for the first contact.

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Questions?