FAQ

QUESTIONS ON MY ORDER
No, there is no minimum order value.

Via the menu item "shopping cart" at the top of the navigation bar you can call up your current shopping cart. By clicking on the x on the right, you can remove individual items from the shopping cart.
Unfortunately it is not possible to change your order after checkout because the data already has been sent automatically to our payment service providers.
Please contact our telephone support as soon as possible: +49 2841 88227-66! All orders received from Monday to Friday until about 2 pm are usually processed on the same day. Once your order is handed over to DHL or UPS we can not stop the delivery and you need to send it back to us as soon as you got it.
We are always there to help you out! You can reach our telephone support from Monday to Thursday from 9 am to 3 pm and from 9 am to 2 pm on Friday: +49 2841 88227-66 Alternatively, you can send us an e-mail to: shop@auntsanduncles.com

Via the button "Remind me" on the product page you can be informed by e-mail about the availability of an article.
Via the button "Remind me" on the product page you can be informed by e-mail about the availability of an article. If an article is no longer listed on our website, it is sold out in our shop. In this case we recommend our shopfinder. There you can look for local retailers or other online shops selling a&u.
In our footer you find our "shopfinder". There you can search for local retailers nearby or discover other online shops selling a&u. If you are looking for a specific item, we recommend to contact the shop in advance. Our retailers are looking forward to your call and tell you if the item you are looking for is currently in stock.
QUESTIONS ON PAYMENT & GIFT CARDS
We offer the following payment methods: PayPal, credit card (Master / Visa) and purchase on account (Klarna). All important information about payment can be found here.
We do not save your payment details. With submitting your order your data will be transmitted automatically to our payment service providers.
Sometimes you run out of time and need a last-minute-gift. That is why we offer you the opportunity to print the gift card yourself. Click on gift cards, select a value and put the voucher into your shopping cart! Please note: Gift cards can only be purchased via direct payment method. Purchase on account is not possible. After checkout you will receive your voucher as a PDF document by e-mail which you can print or forward via e-mail. Please enter your correct e-mail address to make sure that the vouchers arrives.

At the moment there is only the possibility to print the gift card yourself but we are working on sending vouchers by post soon.
Please get in touch! You can reach our telephone support from Monday to Thursday from 9 am to 3 pm and from 9 am to 2 pm on Friday: +49 2841 88227-66 Alternatively, you can send us an e-mail to: shop@auntsanduncles.com
Before checkout you have the possibility to enter your coupon code. Each code is applicable once. If you can not use your voucher, it could be because the voucher amount is higher than the value of your order. In this case please contact our support! You can reach us by phone at +49 2841 88227-66 (Mon to Thu from 9 am to 3 pm and Fri from 9 am to 2 pm). Alternatively, you can send us an e-mail to shop@auntsanduncles.com.

In case of a return, the invoice amount will be credited to you and you will receive a new voucher code from us. A cashout of the voucher is not possible.

QUESTIONS ON DELIVERY
Shipping within Germany is free. An overview about the shipping costs for orders from abroad can be found here.
All orders received from Monday to Friday until about 2 pm are usually processed on the same day and handed over to DHL or UPS. Later orders will be shipped the next working day.
You can always see the status of your order in your customer account. Once your order has been shipped, we'll email you a tracking code so you can keep track of your parcel at any time. If you have questions you reach us from Monday to Thursday from 9 am to 3 pm and from 9 am to 2 pm on Friday by phone +49 2841 88227-66 Or you can send a mail with your order number to shop@auntsanduncles.com.
Currently we do not offer express delivery. All orders received from Monday to Friday until about 2 pm are usually processed on the same day and handed over to DHL. Later orders will be shipped the next working day. The delivery time within Germany is 1-3 working days. Orders from abroad are usually delivered within 3-7 working days.
It is only possible to enter a different delivery address with payment via PayPal. It is not possible to change your delivery address after checkout. If you would like to have your parcel delivered to a packing station, you can select "ship to packing station" and enter all necessary data. If there is no packing station in your area, it is also possible have your parcel delivered to a nearby post office. Further information can be found at www.packstation.de.
We are working on shipping to even more countries in the future. Whether we are currently shipping to your country, you can see here.
Our packages are insured against transport damage and theft. If the parcel is damaged during delivery, please check the contents immediately, have the damage confirmed by the parcel carrier and inform us about it! You can reach us by phone on +49 2841 88227-66 (Monday to Thursday from 9 am to 3 pm and Friday from 9 am to 2 pm). Alternatively, you can send a mail to: shop@auntsanduncles.com
We are terribly sorry for this. Please get in touch! You can reach our telephone support from Monday to Thursday from 9 am to 3 pm and from 9 am to 2 pm on Friday: +49 2841 88227-66 Alternatively, you can send us an e-mail to: shop@auntsanduncles.com
We are continuously working on minimizing our environmental impact. This includes avoiding packaging waste as much as possible. For this reason, we use the smallest possible shipping boxes, avoid unnecessary stuffing material, and have switched our tape from PVC to wet paper tape. Currently we are looking for a more environmentally friendly alternative for the original packaging of our items. In order to reduce our paper consumption, we now only send delivery bills digitally. The shipping label is also no longer included with your parcel for orders within Germany. You can download a digital shipping label from our returns portal and return your parcel to us without having to print anything. Please note: The returns portal is only available for orders and returns within Germany.


RETURNS & REFUNDS
Within 21 days you can return unused items to us. Items without labels and items that show signs of wear cannot be returned. Only the costs for returns within Germany are covered by us. To download a digital returns label please use our returns portal! The returns portal can only be used for orders and returns within Germany. We cover the return costs only for one package. A return may therefore not be made in partial deliveries. The costs for returns from abroad must be covered by the buyer. Please use for your return the original box in which you received your order! Return shipments without postage will not be accepted.

If you do not like an article, we would ask you to return it and submit a new order. Unfortunately a direct exchange of items is not possible.
21 days

Please get in touch and we are sure to find a solution. You can reach our telephone support from Monday to Thursday from 9 am to 3 pm and from 9 am to 2 pm on Friday: +49 2841 88227-66 Alternatively, you can send us an e-mail to shop@auntsanduncles.com.

Without return note we cannot assign your order. Please get in touch to find a common solution! You can reach our telephone support from Monday to Thursday from 9 am to 3 pm and from 9 am to 2 pm on Friday: +49 2841 88227-66 Alternatively, you can send us an e-mail to: shop@auntsanduncles.com

The costs for returns from abroad must be covered by the buyer. For your return please use the original box in which you received your order and enclose your return note to make sure that we can assign your return! We will cover the return costs only for returns within Germany and for one package only. A return must therefore not be made in partial deliveries. For returns within Germany you can download a digital returns label via our returns portal. A printer is not required.

The invoice amount will be refunded as soon as your return has reached our warehouse and has been checked by us. The repayment is done with the same payment method selected with the order.
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 voucher code from us. A cashout of the voucher is not possible.
Gift cards can not be exchanged or returned. A cash payment is not possible.
It is not possible to adjust the price after checkout. We do not offer a best price guarantee, but in case you notice that the price of an item has been reduced shortly after you have made your order, please contact our support! You can reach us by phone on +49 2841 88227-66 (Monday to Thursday from 9 am to 3 pm and Friday from 9 am to 2 pm). Alternatively, you can send a mail to: shop@auntsanduncles.com Although it will be necessary to place a new order, we want to find a common solution to avoid unnecessary returns.
We will cover the costs for returns within Germany. We only cover the return costs for one package. Returns may therefore not be made in partial shipments. Please use the original box in which you received your order for your return! Unpaid 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 must be covered by the buyer.
You can track your shipment to see the status of your return. In case of questions you can reach us by phone on +49 2841 88227-66 (Monday to Thursday from 9 am to 3 pm and Friday from 9 am to 2 pm). Alternatively, you can send a mail to: shop@auntsanduncles.com
QUESTIONS ON THE PRODUCT
It is not necessary to impregnate the bag before first wearing. However, to preserve the characteristic look, we recommend that you do not expose the leather to excessive moisture or intense sunshine and occasionally apply a UV-resistant waterproofing spray.
Detailed care tips can be found here. If you do not know the series your bag belongs to or if you have any further questions about product care or repair, our Bagsdoctor is looking forward to helping you. Just drop a line to taschendoktor@auntsanduncles.de!
Your bag preferably waits in the supplied dust bag and should be stored in a dry place.
We can find that out in no time! All we need is a photo of your bag, preferably send by e-mail to shop@auntsanduncles.com.
We are sorry to hear this and we promise to do our best to quickly repair your bag. Please take a look here to get all information on our repair service!
Unfortunately, there is no universal solution for stains. In order not to aggravate small mishaps, please contact our Bagsdoctor so that we can find an individual solution! Please send a photo of the problem to taschendoktor@auntsanduncles.de and give us some information about the cause of the stain.
All information about the material can be found on the product page. If you can not find your bag in our webshop, you are welcome to call us: +49 2841 88227-66 (Monday to Thursday from 9 am to 3 pm and Friday from 9 am to 2 pm). You can also send us a photo of your bag to shop@auntsanduncles.com.
We do our best to display colours as realistically as possible. However, various monitors and browsers always display colours a bit different. In addition, each article is unique, therefore colour deviations are possible from item to item. In case of strong colour deviations please contact our support, so that the pictures on our website can be adjusted if necessary!
The suppliers' measurements in inches only refer to the monitor's diagonal and disregard the frame and the total size. These differ from type to type so we can not make any binding statement. Please compare the dimensions of your notebook with the measurements on our website before ordering or search here for a retailer nearby and test the notebook compartment in a local store.
You get detailed information about our production here. In the future we plan to give you even more, transparent insights into our work so stay tuned.
Creating a durable, sustainable product that is biodegradable to a large or full extent is of central importance to us. We are constantly working on improving ourselves in terms of sustainability. Please read here what we already have achieved.
TECHNICAL QUESTIONS
No, you can also place an order as a guest without creating an account first.
Due to the relaunch of our webshop all existing accounts have been closed. But please don't worry! All you need to do is to create a new account. If you have questions about your old account please send a mail to shop@auntsanduncles.com or give us a call: +49 2841 88227-66
No problem! You can easily reset your password. Please click on „new password", enter your e-mail address and we will send you a new password.
Please contact our support! You can reach us by phone on +49 2841 88227-66 (Monday to Thursday from 9 am to 3 pm and Friday from 9 am to 2 pm). Alternatively you can send a mail to shop@auntsanduncles.com or chat with us.
Please contact our support and let us know on which device and with which browser you have problems! You can reach us by phone on +49 2841 88227-66 (Monday to Thursday from 9 am to 3 pm and Friday from 9 am to 2 pm). Alternatively you can send a mail to shop@auntsanduncles.com or chat with us.
At the bottom of our website you can sign up for our newsletter. No need to worry! We will only contact you when we have something to talk about!
In every newsletter we send you will find an unsubscribe link so you can always unsubscribe from our list.

About Klarna

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
Payment information is processed securely by Klarna. No card details are transferred to or held by Aunts & Uncles. All transactions take place via connections secured with the latest industry standard security protocols.
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
Once Aunts & Uncles has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.