1. Contact
Customer Service
If you have a question about any aspect of your order or our website, our customer service representatives would be happy to help. You can reach us on the following telephone number:
2. Payment methods and security
We accept many forms of payment (for example: wire transfer, PayPal, Sofort - Online bank transfer, credit card payment or cash on delivery) however not all payment types may be available to you.
2.1. Wire transfer
Wire transfer is available for the following countries: Germany, Austria, Switzerland and Liechtenstein.
The payment must reach our account within 5 days after the order was placed. shop.restless.de is entitled to cancel an order if payment is not made within a stated period of time. The customer bears the costs for any additional bank service charges. Your order will be shipped upon receipt of payment.
Bank details in Germany:
RESTLESS GmbH
Stadtsparkasse Munich
IBAN: DE36 7015 0000 0010 2270 07
BIC: SSKMDEMMXXX
Please keep in mind that some banks charge an additional fee for international transfers. Such charges do not come from shop.restless.de and should be clarified beforehand with your bank.
Refunds are issued to the bank account used for the payment of the order.
2.2. PayPal
PayPal is available in all countries and to speed up deliveries mostly recommended especially for usage of outside Europe orders.
Simply choose PayPal when you select a payment method on our website and you will be redirected to the PayPal website. If you do not have a PayPal account, you can open one during the checkout process. For more information, please visit https://paypal.com.
Refunds are issued to the PayPal account used for the payment of the order.
2.4. Credit card
Credit card payment is available in all countries but outside europe transactions may take longer as the datas have to be proven by 3D-Secure System.
Refunds are issued to the credit card used for the payment of the order.
2.4.1. VISA or Mastercard
Our payment system takes part in 3D security program MasterCard® SecureCode and Verified by Visa®. These security checks are carried out directly by your bank in order to check that the credit card is being used by its rightful owner.
If your card is registered for such additional security checks, after providing the card information you will see a pop-up window, where you should confirm the transaction by entering your SecureCode. The transaction will be confirmed only after entering the valid code. For further information, please visit „Verified by Visa“ or „Mastercard Secure“.
2.4.2. American Express
After you provide the credit card information our payment system checks if the delivery address corresponds to the billing address registered with American Express (Amex address verification system or AVS). If the address does not match the information provided to American Express, you will receive a separate email asking you to register the delivery address with American Express. Delivery will only take place after successful verification.
2.5. Cash on delivery
Cash on delivery (COD) is available in the following country only : Germany
2.6. Voucher
If you own a valid shop.restless.de voucher (for example gift voucher or promotion voucher), you can redeem it against your purchase on shop.restless.de. For further information, please click here.
2.7. Online security
shop.restless.de transmits all the information over secure internet connections with Secure Socket Layer (SSL) technology, which means your credit card details are always encrypted before being sent or received over the Internet. All the information is encrypted, so that only the payment provider can receive this information.
3. Delivery and shipping costs
Unless otherwise agreed the delivery is carried out from our warehouse to the delivery address provided while placing the order.
3.1. Delivery type, shipping costs and delivery time
Our goal is to dispatch your order upon receipt of payment or the next business day at the latest. During high-volume sale periods, it may take up to 3 business days to dispatch your order. RESTLESS is not responsible for any delays caused by destination customs clearance processes, severe weather or other unforeseen circumstances. Estimated delivery times are to be used only as an approximated guideline and commence from the date of dispatch.
Germany DHL Standard – 0,00 EUR 1-4 Working days except on COD – extra 4,00 Euros + 2,00 Euros DHL Fee on reciept.
Austria DHL - 14,28 EUR 2-5 Working days
Rest of Europe 25,00 EUR 4-7 Working days
Middle East (BH, QA, KW, OM, SA, UAE) 35,00 EUR 12 Working days
USA 35,00 Euro aprox. 12 Working days
* shipping method dependent on delivery country
3.2. Delivery within Germany
UPS
UPS does not deliver to APO/FPO addresses or P.O. boxes. UPS Terms and Conditions apply to all deliveries carried out by UPS and can be found under www.ups.com.
DHL
DHL does not deliver to APO/FPO addresses or P.O. boxes. DHL Terms and Conditions apply to all deliveries carried out by DHL and can be found under www.dhl.de.
3.3. International delivery
3.3.1. Delivery within the European Union
RESTLESS currently delivers to the following countries within the European Union: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.
3.3.2. Delivery outside the European Union
33.3.2.2. Delivery on DDU basis (delivery duty unpaid)
Delivery to the following countries is carried out on DDU basis: Australia, Bahrain, Canada, Hong Kong, Japan, Kuwait, Liechtenstein, Macau, Monaco, New Zealand, Norway, Oman, Qatar, Saudi Arabia, Singapore, South Korea, Switzerland, United Arab Emirates and the USA, Algeria, Angola, Antigua and Barbuda, Argentina, Armenia, Aruba, Bahamas, Bangladesh, Barbados, Belize, Belorussia, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Cameroon, Caiman Islands, Chile, China, Costa Rica – San José, Cote d’Ivoire, Democratic Republic of Congo, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Ethiopia, Faroe Islands, Fiji, French Guyana, French Polynesia, Gabon, Gambia, Ghana, Gibraltar, Grenada, Greenland, Guadeloupe, Guam, Guatemala, Guyana, Iceland, India, Indonesia, Israel, Jamaica, Kenya, Kirgizstan, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Malaysia, Macedonia, Maldives, Mali, Martinique, Mauritius, Mexico, Moldavia, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nepal, the Netherlands Antilles, New Caledonia, Nicaragua, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Philippines, Reunion, Russian Federation, St. Barth, Samoa, Senegal, Serbia, Seychelles, Sri Lanka, St. Kitts und Nevis, St. Lucia, St. Vincent and the Grenadines, Swaziland, Taiwan, Tanzania, Thailand, Togo, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, US Virgin Islands, Uruguay, Uzbekistan and Vietnam.
Please note that product prices stated are exclusive of all taxes and duties for outside EUROPEAN UNION countries. We are unable to provide an estimate of these charges. Please check with your local customs to find out if any additional charges will be applied to your order. The shipping costs for the delivery to the address provided, the insurance of the delivery and the costs for all shipping documents have to be payed by the orderer. If you refuse to pay these charges, RESTLESS reserves the right to charge you with any additional costs incurred to shop.restless.de.
3.4. Insurance
All goods you order are insured against damage or theft from the pick-up at our premises until the delivery to the address provided refering to the DHL protocols.
Please note that all deliveries must be signed for. In case you give explicit instructions to our shipping partner to deliver your shipment without signature requirement, shop.restless.de will not be liable for any loss or damage.
3.5. Tracking your order
As soon as your order is passed to our shipping partner, you will receive a separate email. In this email you will find a tracking number for your order, which you can use to track your order online.
4. Returns and exchanges
4.1. General procedure
Should you not be happy with your purchase or would like to make an exchange for a different size, you have 14 days to return the package for a refund or an exchange.
In order to make use of a free return, please create a return in your account online. You can do this under MY ACCOUNT on www.shop.restless.de.
Please log into your account and go to ORDERS. There you will find the option “Return/Exchange”. Please choose if you wish to return the item or make an exchange for a different size.
Items must be in original condition with all original designer tags and the shop.restless.de tag attached. The obligation for return or exchange does not apply when any of the tags have been removed or damaged. The same applies when the returned item(s) are determined to have been used, worn, washed or damaged. In the case of shoes, the obligation for return or exchange does not apply when shoes show any signs of wear or returned not in the original shoe box. We advise that when trying on shoes, you do so only on a carpeted surface. We ask that shoes are returned in their original packaging/cartons. All returns must be sent on own risc and with paid transport fees. Restless does refuse deliveries with unpaid transports. We recommend to use trustable forwarder like DHL or country based official forwarder.
4.2. Damaged or incorrect items.
Should you receive a damaged or incorrect item, we kindly ask you to contact our Customer Service immediately and we will do our best to resolve the problem as soon as possible.
4.3. Refunds
Please note that up to 14 days may elapse between our receiving your return and the refund procedure. The refund time depends on the chosen payment method. In case the consignee is different from the buyer, the refund is always issued to the buyer and credit card or bank account owner.
4.4. Currency fluctuations
shop.restless.de is not liable for any exchange rate differences between the original purchase date and the refund date.