FAQs
Here you will find clear answers about ordering, payment, DHL Express, sizes, exchanges, returns, complaints, and care. The information shown at checkout regarding price, payment method, and shipping is decisive for your specific order.
FAQ
Order & Production
Why are many items only produced after ordering?
Many REALSTIL items are produced, printed, or refined after the order is received. This reduces unnecessary overproduction. Whether this applies to a specific item can be seen in the respective product description.
Can I change size, color, or delivery address?
Contact us immediately after ordering with your order number. As long as processing, production, or shipping has not yet started, we will check for a change. Implementation cannot be guaranteed.
I have not received an order confirmation.
Check your spam and promotional folders as well as the email address used at checkout. If no confirmation is found, send us your name, order date, and proof of payment by email.
FAQ
DHL Express Shipping
What shipping method does REALSTIL use?
REALSTIL ships exclusively with DHL Express or DHL Express International. After handing over to DHL, you will receive a shipping confirmation with a tracking link.
How long does delivery take?
Germany approx. 2–4 business days, EU and Switzerland approx. 3–6 business days, USA approx. 7–12 business days. These estimates also include production and processing for on-demand items. Different information on the product page or at checkout takes precedence.
What are the shipping costs?
Germany €3.95, EU €5.95, Switzerland €7.49, USA $9.95 USD. From €60 or $60 USD, DHL Express shipping is free within the respective zone. The checkout is decisive.
Can items be delivered separately?
Yes. If items are produced or processed at different locations, an order may arrive in multiple packages. You will receive separate information for shipped partial deliveries.
Are there additional costs outside the EU?
For deliveries to Switzerland or the USA, import duties, taxes, or customs fees of the destination country may apply. These are not charged by REALSTIL and are generally the responsibility of the recipient.
FAQ
Payment
What payment methods are available?
Depending on the country, device, and availability, PayPal, Klarna, credit card, Apple Pay, or Google Pay may be offered. You will see the actual selection at checkout.
Where can I find my invoice?
Check your order and shipping emails as well as your customer account. If the invoice is not available there, send us your order number by email.
FAQ
Sizes & Fit
How do I find the right size?
Measure a well-fitting garment laid flat and compare chest width, length, waist width, or inseam with our size chart. Garment measurements are more reliable than general recommendations based on height or weight.
What does Oversized Fit mean?
For items labeled oversized or boxy, the regular size is intended for a loose fit. For a closer fit, a smaller size may fit after comparing measurements.
FAQ
Exchange, return & complaint
How does a size exchange work?
Register the exchange via our returns portal. The first size exchange per order is free within Germany if conditions are met. After inspection, you will receive store credit and can reorder the desired size.
What costs are incurred for a return?
If you use a DHL return label provided by REALSTIL for a refund, €4.90 may be deducted from the refund amount. For store credit, REALSTIL may voluntarily cover the label costs within Germany.
How long does the processing take?
The goods are manually inspected after delivery. Processing can take up to 14 working days. Only then will store credit, exchanges, or refunds be approved.
What should I do in case of a defect or wrong delivery?
Report the case as a complaint and send your order number, a brief description, and clear photos. If the complaint is justified, you will not incur any return shipping costs.
Care
Protect textiles and finishes
Always check the care label first. Wash printed or embroidered items inside out, with similar colors, and on a gentle cycle if possible. Do not use fabric softener, do not iron directly on prints or embroidery, and air dry if possible.
Support
Still have a question?
Our support usually responds within 24 hours from Monday to Friday. Please provide your order number for order inquiries.
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