FAQ

QUESTIONS ABOUT ORDERING

Is there a minimum order value?

No, there is no minimum order value.

How can I change my shopping cart?

You can access your current cart via the “Shopping cart” item at the top of the navigation bar. By clicking the x on the right, you can remove individual items from the cart again.

Is it possible to change my order afterwards?

Unfortunately, a subsequent change to your order is not possible because the data was automatically transmitted to our payment service providers when the order was submitted.

How can I cancel my order?

Please contact our phone support as soon as possible: +49 2841 88227-66! All orders received from Monday to Friday by approx. 2 p.m. are usually processed by us on the same day and handed over to DHL or UPS. After that, we can no longer stop delivery and you will have to return your order to us after receipt.

Who can I contact if I have a question about my order?

Our phone support looks forward to your call at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com.

Can you let me know when an item is back in stock?

You can use the “Notify me” button on the respective product page to be informed by email about an item’s availability.

Where can I find an item that is sold out in your webshop?

You can use the “Notify me” button on the respective product page to be informed by email about an item’s availability. If an item is no longer listed on our website, it is sold out with us. In this case, we recommend trying specialist retailers via our store locator.

How can I search for a local retailer?

In our footer you will find the “Store locator.” There you can search for specialist retailers near you or discover other online shops that carry a&u. If you are looking for a very specific item, we recommend calling in advance. Our retail partners are happy to take your call and will let you know whether the item is currently in stock.

QUESTIONS ABOUT PAYMENT & GIFT CARDS

What payment options are available?

We offer the following payment methods: PayPal, credit card (Master/Visa) and purchase on account (Klarna). For orders from the Netherlands we also offer iDEAL, and eps for orders from Austria. You can find all important information on payments here.

Are my payment details stored?

When the order is submitted, the data is automatically transmitted to our payment service providers. We do not store your payment data ourselves.

How can I buy a gift card?

Select the desired amount and add the gift card to your cart! Please note: Gift cards can only be purchased using direct payment methods, i.e. not by prepayment. If you choose our digital email gift card, you will receive your gift card as a PDF document by email and can print it at home or forward it. To ensure the gift card arrives, please make sure you enter the correct email address! Gift cards purchased together with our gift card box will be sent by post. Please allow for shipping time! If you’re in a hurry, the digital gift card may be the better option.

I didn’t receive the email with my gift card or I lost my gift card.

Please contact our support! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com.

How do I redeem a gift card?

Before checkout you can enter your gift card code. Each code can be used once. If you are unable to redeem your gift card, it may be because the gift card amount is higher than the value of your order. Please contact our support in this case! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com. In the event of a return, the invoice amount will be credited back to you and you will receive a new gift card code from us. A cash payout of the balance is not possible.

QUESTIONS ABOUT SHIPPING

How much are the shipping costs?

Shipping within Germany is free of charge. You can find an overview of shipping costs for orders from abroad here.

When will my order be shipped?

All orders received from Monday to Friday by approx. 2 p.m. are usually processed by us on the same day and handed over to DHL. Later orders are shipped on the next working day.

Where is my order?

You can view the status of your order at any time in your customer account. As soon as your order has been shipped, you will receive a tracking number by email so that you can track where your package is at any time. If you have any questions, you can reach us Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m. by phone at +49 2841 88227-66, or you can email us your order number at shop@auntsanduncles.com!

Do you offer express shipping?

At the moment we do not offer express delivery. All orders received from Monday to Friday by approx. 2 p.m. are usually processed by us on the same day and handed over to DHL or UPS. Later orders are shipped on the next working day. Delivery time within Germany is 1–3 working days. Orders from abroad are usually delivered within 3–7 working days.

Can I enter a different delivery address/Packstation?

A different delivery address is only possible when paying via PayPal. A subsequent change of the delivery address is not possible. If you want to have your parcel delivered to a Packstation, you can select “Deliver to Packstation” under delivery address and enter all the necessary data there. If there is no Packstation near you, you can also have parcels sent to your preferred post office branch within Germany. You can find more information at www.packstation.de.

Do you deliver to my country?

We are working to be able to deliver to even more countries in the future. You can see whether we currently ship to your country here.

What should I do if my delivery is damaged?

Our parcels are insured against transport damage and theft. If the parcel is damaged upon delivery, please check the contents immediately, have the damage confirmed by the delivery person and inform us! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com.

I received the wrong item or a defective item.

We’re terribly sorry. Please contact our support! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com.

What are you doing to reduce your packaging?

We are continuously working to further minimize our environmental impact. This also includes avoiding packaging waste as much as possible. For this reason, we use the smallest possible shipping boxes, avoid unnecessary filling material and have switched our tape from PVC to water-activated paper tape. We are currently looking for a more eco-friendly alternative for the original packaging of our items.

RETURNS, REFUNDS & GIFT CARDS

How can I return an item?

Your order doesn’t meet your expectations or you ordered multiple items to choose from? Within 21 days you can return unused items to us. With our new returns portal, it’s easy, fast and sustainable — completely paperless:

1. Register your return within 21 days in our returns portal.
2. You will receive a digital return label by email.

No printing needed — simply show the label on your smartphone at the next post office, or hand your return to your parcel carrier! Alternatively, you can also use the return label included with your order.

Please note: The returns portal can only be used within the 21-day return period and only for orders and returns within Germany. You can find information on orders from abroad further down. Please understand that we can only accept items that are in their original condition and returned within the 21-day return period! We cannot accept items without tags or items that show signs of wear. Please use the original box you received your order in for your return!

Can I exchange an item?

If you don’t like an item, we kindly ask you to return it to us and place a new order for your desired product! A direct exchange is unfortunately not possible.

How long do I have to return an item?

Normally 21 days. To make your Christmas shopping more relaxed, we’re extending the return period in the weeks before Christmas. Orders received from December 2, 2025 can be returned until January 9, 2026.

What happens if I missed the return deadline?

Please contact our support so that we can find a solution together! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com. Please note that we only accept items that are in their original condition and returned within the 21-day return period! We cover return costs for one parcel only. Therefore, a return must not be made in partial shipments. Please use the original box you received your order in for your return!

Return from abroad: What applies to international returns?

The costs for returns from abroad are not covered by us. To ensure a safe return, we recommend sending all products in the original packaging and as an insured parcel with a tracking number. The costs for returns from abroad are to be borne by the buyer. Cash-on-delivery returns cannot be accepted.

Please send your return to the following address:

aunts&uncles eCom GmbH

Richardstr. 72

47506 Neukirchen-Vluyn

Germany

Can I return my order in several parcels?

Return costs within Germany are covered by us. We cover return costs for one parcel only. Therefore, a return must not be made in partial shipments. The costs for returns from abroad are not covered by us.

When will I get my money back?

The invoice amount will be refunded as soon as your return has reached our warehouse and has been checked by us. The refund will be made via the payment method selected when placing the order. If you have any questions, you can reach us by email at shop@auntsanduncles.com or by phone (+49 2841 88227-66).

Can I return items I purchased with a gift card?

Yes. As soon as your return has reached our warehouse and has been checked by us, the invoice amount will be credited back to you and you will receive a new gift card code from us. A cash payout of the balance is not possible.

Can I return a gift card?

Purchased gift cards cannot be exchanged or returned. A cash payout is not possible. This applies to all gift card types, i.e. the digital email gift card as well as the gift card sent together with the gift box.

Can I receive a refund if the price changed after I placed my order?

A subsequent price adjustment is not possible. If an item goes on sale after your order, please contact our support! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com. It will be necessary to place a new order, but of course we want to avoid unnecessary returns.

Will you reimburse the shipping costs if I return something?

The costs for returns within Germany are covered by us. We cover return costs for one parcel only. Therefore, a return must not be made in partial shipments. Please use the original box you received your order in for your return! Unpaid (cash-on-delivery) returns cannot be accepted. To download a digital return label for returns within Germany, please register your return in our returns portal! A printer is not required. The costs for returns from abroad are to be borne by the buyer.

Has my return arrived with you?

You can check the status of your return via shipment tracking. If you have any questions, you can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com.

PRODUCT QUESTIONS

Do I need to waterproof my bag before first use?

It is not necessary to waterproof the bag before first use. However, to preserve the characteristic look, we recommend not exposing the leather to heavy moisture or intense sunlight and applying a waterproofing spray with UV protection from time to time.

Where can I find care instructions for my bag?

You can find detailed care tips here. If you don’t know which series your bag belongs to, or if you have further questions about product care or repairs, our bag doctor will be happy to help you personally at any time. Just write to us at taschendoktor@auntsanduncles.de!

How should I store my bag when I’m not using it?

Ideally, your bag waits in the dust bag provided, in a dry place, for its next outing.

What is my bag called and which series does it belong to?

We’ll find out quickly! All we need is a photo of your bag, ideally by email to shop@auntsanduncles.com.

My bag is broken. What can I do?

We’re sorry, and we will do our best to repair your bag quickly. You can find all the necessary information here: Bag Doctor

My bag has gotten a stain. What can I do?

Unfortunately, there is no one-size-fits-all solution for stains. To avoid making small mishaps worse, please contact our bag doctor so we can find an individual solution! Ideally, send a photo of the affected area to taschendoktor@auntsanduncles.de and tell us how the stain occurred.

What material is my bag made of?

You can find all information about the material on the respective product page. If you can’t find your bag in our webshop, feel free to call us at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.) or email a photo of your bag to shop@auntsanduncles.com!

The color of my bag looks different than in the photos.

We do our best to reproduce colors as true-to-life as possible. However, monitors and browsers always display colors slightly differently. In addition, every item is unique, so color variations from item to item are possible. In the case of significant deviations, please contact our support so that we can adjust the images on our website if necessary!

Will my laptop fit into the laptop compartment?

Since the manufacturer’s inch specifications refer only to the screen diagonal and do not take the frame and thickness of your laptop into account, we cannot make a binding statement. Please compare the dimensions of your laptop with the measurements on our website before ordering, or use this to find a specialist retailer near you and test the laptop compartment on site.

Can you tell me more about your production conditions?

Under the heading Social Responsibility you will find detailed information about our production. We are also working on providing you with more transparent insights into our work in the future.

Can you tell me more about your sustainability approach?

Creating a durable and therefore sustainable product that is largely or entirely biodegradable is of central importance to us. We are continuously working to further improve our sustainability. You can read about what we have achieved so far here.

TECHNICAL QUESTIONS

Do I need to register to shop with you?

No, you can also order quickly and easily as a guest without creating a customer account.

I can no longer log in.

Due to a change in our online shop, all existing accounts were deleted. The only downside for you: you will need to create a new account! If you have questions about your old account, you can reach us by email at shop@auntsanduncles.com or by phone at +49 2841 88227-66.

I forgot my password.

No problem, you can easily reset your password. Click “Forgot password” at login, enter your email address and we will send you a new password.

I would like to delete my customer account.

Please contact our support! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com or chat with us.

Your website is not displaying correctly for me.

Please contact our support and let us know which device and browser you are using! You can reach us by phone at +49 2841 88227-66 (Mon–Thu 9 a.m.–3 p.m. and Fri 9 a.m.–2 p.m.). Alternatively, you can email us at shop@auntsanduncles.com or chat with us.

How can I subscribe to your newsletter?

At the bottom of our website you have the option to sign up for our newsletter. Don’t worry, we’ll only get in touch when we really have something to say!

How can I unsubscribe from your newsletter?

You will find an unsubscribe link at the bottom of every newsletter we send. This allows you to remove yourself from our mailing list at any time.

About Klarna

What is Klarna?

Klarna is one of Europe’s leading payment providers and a licensed bank that fundamentally changes the payment experience for shoppers and merchants. Founded in Sweden in 2005, the company enables online shoppers to make open payments immediately, later, or in installments quickly, easily, and securely. Klarna works with over 130,000 merchants such as Asos, Spotify, MediaMarkt, and Deutsche Bahn and currently employs over 2,500 people in 14 countries. In 2014, Klarna took over Sofort GmbH; in 2017, the acquisition of Billpay GmbH followed. Investors include, among others, Sequoia Capital, Bestseller Group, Atomico, VISA, and Permira. Further information can be found at www.klarna.de

Is it safe to shop online with Klarna?

Definitely! Shopping online can’t be safer than with Klarna. In a brick-and-mortar store, you can always touch and examine the goods you want to buy before paying. We believe it shouldn’t be any different when shopping online. That’s why Klarna’s invoice purchase option lets you check your goods first and pay later. Our goal is to make shopping simpler and safer — smoooth, in fact. That’s why we take extensive measures to protect you as a buyer from fraud and unreliable online retailers. Whenever you see the Klarna logo in an online shop, you can be sure the shop is trustworthy and meets our strict requirements.

How does Klarna handle data protection?

Protecting your personal data is very important to us. Therefore, we always work according to the highest data protection standards. Our data protection officers ensure that your data is in safe hands with us. Here you will find our privacy policy. If you have questions about data protection, contact us at datenschutz@klarna.de. Klarna Bank AB (publ) is a Swedish bank. To provide cross-border financial services, Klarna is also listed with the German Federal Financial Supervisory Authority (BaFin).

I have further questions regarding my payment. Can I speak to someone at Klarna?

Of course! You can chat with us in the app at any time or reach us by phone at 0221 669 501 10 or at https://www.klarna.com/de/kundenservice/