FAQ
Returns & Exchanges
Is it possible to exchange individual items?
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If a part does not fit and you would like to exchange it, you can certainly do so. Please contact us for this.
When will the purchase amount be refunded?
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When processing a return, our team inspects the returned goods. If the return meets our requirements, it usually takes 1-3 business days for the purchase amount to be refunded to the same payment method.
Can the order be returned or exchanged in the store?
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You can also return or exchange the order in our stores. Please bring your order confirmation with you to the store.
Can SALE items be returned?
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Sale items can also be returned within 14 days. For more information, please follow the link: Exchanges & Returns
What can I do with a damaged part?
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We apologize that your order did not arrive as planned. Please contact us in this case, and we will strive for a quick resolution.
What happens if the wrong part is delivered?
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We are sorry to hear that an incorrect part is included in your delivery. Please contact us in this case, and we will strive for a quick solution.
Shipping & Tracking
How many days does the order take for delivery?
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Our team is working hard to complete your order. Typically, the shipping time is 1-3 business days within Germany. Please note that this shipping time may vary depending on workload and holidays. An overview of the different delivery times can be found at the following link: Shipping Information
Can the order be picked up in-store?
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You can also pick up all orders at our store on Mönckebergstraße. Please select the "local pickup" option during the ordering process. We will prepare your order for you.
Can the products be shipped to another country?
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Yes, you can also ship products to other countries. Please refer to the following link for the countries that are currently unavailable: Shipping Information
Can the delivery address still be changed?
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You can gladly inform us of a different delivery address via email at shop@thomasipunkt.de. If the order is already with our shipping service provider, unfortunately, a change is no longer possible.
Why is the tracking status not updating?
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It can take up to 24 hours for the tracking status to update. Feel free to check the tracking again at a later time.
Why hasn't my package arrived yet?
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We are sorry to hear that the delivery did not take place as planned. Please contact us in this case and we will strive for a quick solution.
Order
How can I pay?
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You can pay with the following providers:
- PayPal
- Mastercard
- Visa
- American Express
- Instant Transfer
- Klarna
Can I still cancel my order?
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You can contact us in this case, and our team will refund the purchase amount. If the shipment has already been dispatched, this is unfortunately no longer possible.
Where can I see my order?
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After completing the ordering process, you will receive a confirmation email. In this email, you will find all relevant information. To keep track of future orders, you can create a customer account here.
Size specifications
How do I know if I have the right size?
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In the product view, you will find a field on the right side with a size chart that lists all measurements. Take your measurements and check if they match your size.
What does "OneSize" mean?
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Our private label OMEN is known for the one-size fits all. Refer to the size chart for measurements and discover a new OMEN product.
Customer account
What advantages do I have with a customer account?
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With the customer account, you can complete orders faster in the future and save your wishlist. You can also edit and share it. You will have better oversight of your orders and can reorder items as needed.
Do I need a customer account to place an order?
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How can I register for a customer account?
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You can register for a customer account at the following link: Register customer account
How can I delete my customer account?
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If you no longer wish to have a customer account with us, you can feel free to contact us. We will then delete your data, as far as it is not needed for processing.
How do I reset my password?
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You can reset your password below the login. You will receive an email with a new login option.
General
How can I have my data deleted?
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If you no longer wish for us to process your data, you are welcome to contact us. We will then delete your data, as long as it is not needed for processing.
How can I reach Thomas at Point?
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You can reach us from Monday to Saturday between 10 AM and 7 PM in the stores. We are also available through our contact form on the website.
How do I unsubscribe from the newsletter?
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We are sorry that the newsletter is no longer interesting for you. You can unsubscribe at any time at the bottom of the newsletter or contact us if the unsubscription does not work.