FAQs and contact
1. How do I contact the Caytastic team?
You can easily reach us via Instagram, email (info@caystastic.de), or the contact form (see below). If you have any questions, problems, feedback, or inspiration, just get in touch. :)
2. What do I need to consider?
Please follow the enclosed washing instructions. These are very important ! After opening your item, please wait 5 days before washing it, and then:
- Wash inside out
- Wash at max. 30°C
- and not in the dryer!
3. How do I get product discounts?
If you leave a photo review on our homepage, you will automatically receive a 5% discount at checkout on your next order.
It's that easy:
- Access your product on our website
- Click on “ Write a review” below
- Loox app opens
- Upload a photo (used if you like) & briefly tell us your opinion
– No professional photo necessary
– Simply honest, real and from the heart
4. Where is delivery made?
We deliver from Germany => to Germany (of course), Austria, Switzerland, the Netherlands, Belgium and France.
5. How do the sizes fit?
Our products are generally cut a bit wider to offer modern street-style looks. To help you choose the perfect size, we provide a detailed size chart on every product page. There you'll find all the relevant measurements. If you prefer an extra loose fit, we recommend ordering a size larger.
If you are still unsure, our support team will be happy to provide you with personal advice.
6. How does a return process work?
If a return is necessary, simply contact our support team. Returns are typically processed within 3-7 business days of receiving your email.
Important: The return address differs from the address in the cancellation policy and the imprint. Please do not return the goods without prior agreement . After your message, you will receive all the necessary information, including the correct return address and, if applicable, a return label.
In order for us to accept your return, the product must:
- be unused and unworn
- still have the label attached
- be free from odors and stains
- be returned clean in its original form
If the goods do not meet these conditions, we reserve the right to refuse the return. In this case, the goods will be returned to you at your own expense.
7. Who covers the return costs?
The return costs are borne by the customer, unless it is a complaint.
8. What to do in case of production errors?
Quality is our top priority. Should an item have a manufacturing defect or not look the same as it did after the first wash, we are very sorry!
Please email our support team immediately after receiving the item/washing it, providing a brief description of the problem and photos of the defects. We will review your issue as quickly as possible and ensure a suitable solution is found.
9. Where are the products manufactured?
Our products are manufactured with great care in Turkey. The final assembly takes place in Germany to ensure the highest standards of quality and workmanship. This allows us to offer you long-lasting, high-quality products that will delight you.
10. How long is the delivery time?
We know how important it is for your order to arrive quickly. Therefore, delivery times are typically only 3 to 7 business days.
If you happen to be waiting longer for your shipping confirmation, it may be that your product is currently out of stock and we're experiencing a shortage. But don't worry! We receive our stock promptly and ship it immediately. Just write to us if you're curious about when it will arrive.
So if you're ordering for a birthday or event, we recommend ordering as soon as possible. DHL is at the end of the chain :)
11. How can I track my delivery?
After 3 to 5 business days, you will automatically receive a shipping confirmation with a DHL tracking number.
12. I haven't received my package, even though DHL has registered it as delivered. What can I do?
In this case, contact DHL immediately and submit a claim for reimbursement. If DHL confirms that the package is lost, you will be automatically refunded, and DHL will be held liable. If you still have any questions, please feel free to contact us.
13. When are returns processed?
We process returns chronologically to ensure fair and prompt processing. As soon as we receive your message, we will add your request to the processing queue. Our processing time is typically 2-3 business days. We strive to assist you as quickly as possible and provide you with a timely solution.
If you have any further questions, don't hesitate to contact us. Our support team looks forward to helping you!