FAQ

GENERAL MATTER:

·        When was Born Originals® established?
The company has been founded in early 2014 by Melvin Lamberty in Germany.

·        Where is Born Originals® based?
Our headquarter is based in Wilhelmshaven, Germany while we work with artists from all over the world too.

·       How do I contact you?

info@bornoriginals.com | +4917634618782 (Telephone, Whatsapp)

·       Do you have physical stores?

As of yet, our products are sold through bornoriginals.com and selected retailers. We do not have a physical store, but ship worlwide.

 

PRODUCTS:

·       Are the products you sell authentic?

All products sold at bornoriginals.com are authentic products, regardless of the brand. 

·        How do I find the right size in Born Originals® shoes?

We always recommend taking down one size from your regular EU size. To be sure of the right size, measure your feet from the big toe to your heel. This length corresponds with the Born Originals® size in the size chart. A measurement chart is provided on every item page. If you need further advice, please contact us.

·       How do I clean my shoes?

Please clean your shoes with clear water only. Avoid hard scratching and rubbing on painted parts.

You can use repellant spray to protect the shoes.

 

ORDER:

·       How do I place an order at Born Originals®?
To place an order, you can simply visit our web shop at bornoriginals.com and put the items you like in the cart. At the checkout, you will find several payment options.

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

To request a custom order, please use the ‚Custom Order’ section on our website.

·        How do I change an order?
Once you ordered, your order is final. Anyway you can always send an email to info@bornoriginals.com or contact us via +4917634618782 to ask for changes. We cannot guarantee to fulfill these changes though since most products are made to order.

·       How do I cancel an order?

For any order cancellations, please contact info@bornoriginals.com or +4917634618782 and mention your order date, name and order number. Please note that all third-party products are excluded from exchanges and returns.

·        How do I track the current status of my order?

Your order will be processed in the mentioned ‚shipping time’ which you can find in every item describtion. We will make sure to process your order as soon as possible and send you a shipping notification.

·       I need my order quickly. Is there a way to get my order earlier than usual?

Yes, you can book ‚Priority Processing’ to get an express treatment for your order.

 

PAYMENT:

·       Which payment options do you accept?

We currently accept payments made by PayPal, Direct Bank Transfer and credit card (through Paypal Plus). Western Union payments are available by request.

·       What is your bank information to pay by direct bank transfer?

The bank information will be provided in the order confirmation email. In case you lost it, please request the info via email again and mention your order date and name.

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

Please send us an email via info@bornoriginals.com to make sure that we can match your payment to your order.

  

MY ACCOUNT:

·       Do I have to create an account to order from the web shop?

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

·       I cannot log into my account. What shall I do?

Please request a new password in the login area.

 

SHIPPING:

 How long does the shipping take?

Germany: 2 days by DHL

Europe: 3-7 days by DHL

Outside EU: 7-45 days by Local Post

·       Do you offer Express shipping?

Yes. You can book Express shipping and here ist he usual shipping time for this service: 

Germany: 1 day by DHL / TNT / UPS

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

World: 2-5 days by DHL / TNT / UPS

 Do you notify me when my order has been posted?

Yes. We / the shipping couriers send shipping notifications by email.

·       The shipping time is over and I still have not received my order. What can I do?

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

·       I cannot find my tracking info. What can I do? 

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

·       My tracking information does not work? Why?

Sometimes the tracking number needs 24-48h to show you a proper information. If your tracking information is invalid after 48h, you can contact us via info@bornoriginals.com or +4917634618782 and we will take care o fit.

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

In this case, please contact us or wait until we contact you. The parcel will be shipped again, but please have a look at our Terms & Conditions to check if there are any additional costs for the second shipment of your order.

 

RETURNS

·       Do you accept return?

All products from third-party brands are excluded from any returns and exchanges. Products which are solely from Born Originals® do apply for returns and exchanges. Please note that any personalized products are generally excluded from any returns and/or exchanges regardless of brand. Sale items are generally excluded from returns and exchanges too. Please read our return policies in case of doubt.

·       What’s your address for returns?

If the ordered product applies for returns/exchanges, please send the goods to the following address and put the packing slip or the return document into the parcel as well. 

Born Originals

Oranienburger Str. 13

26388 Wilhelmshaven

Germany

+4917634618782

 

BUSINESS:

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

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