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F.A.Q

My Account


Do I need an account to order

yes you need!


How do I change the details in my account?

Once registered log into your account to amend your phone number, name, surname, password, email address, or address details.


How do I close my account?

Once registered log into your account – “My Account” and on the bottom of the page can be found the button “Delete Account”


Why is my email address not recognised?

It may be because the details have been entered incorrectly. Please check the email address has been entered correctly in both fields. If you are still having problems, please contact us.


Why can’t I sign into my account?

Please make sure you are using the same email address and password that you used when you registered your account and that you are on your country-specific website. If you have forgotten your password, just type your email address into the ‘Forgotten your Password’ box on the sign-in page. You can change your password, main email address, or any of your other details at any time just by signing in to My Account. If you are still unable to sign in to your account, please contact us or check out as a guest.


How do I unsubscribe from your newsletter?

Please email support@trashed.berlin and ensure that you include ‘unsubscribe’ in either the subject or content of the email. We will remove you from our newsletter distribution list within 72 working hours.


How do I sign up to your newsletter?

Please enter your email address in the Newsletter Signup section of our website. This can be found at the home page before “NEWS” section.


I’ve forgotten my password:

Click the forgotten password link under our login section to reset your password


Delivery


Where is my order?

1. Track you order by using the tracking number here!
2. Check the estimated delivery date, you will find this date in “My orders” section in “My Account”
3. I’m still waiting for my order: Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) – our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.


Which is your courier company you use?

It’s DHL


What should I do if my order hasn’t been delivered yet?

You’ll find this date in your Order Confirmation email. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.


Can I have my order delivered to my work address?

Yes you can. When you make your order please add your work address at the delivery section. Also, If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person


What happens if I’m not in when my order arrives?

Someone should be home when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn’t possible as our delivery partner usually tries to deliver more than once.
Alternatively, they’ll leave a card confirming that they’ve either left it with a neighbor, left it in a safe place when they will try to re-deliver, or give you details on how to collect it.


How will my order be packaged?

All our cloths are packed inside of a branded 100% pure cotton bag and then depending on the size of your order your parcel may arrive in a DHL plastic envelope or DHL box.


Can I have my order delivered to a PO Box address?

No


Returns & Refunds


How do I return and refund?

please read here!


What should I do if my refund is incorrect?

We’re really sorry if we’ve made a mistake with your refund!
If this is the case please get in touch with our Customer Support and we’ll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.


Can I return more than one order in the same parcel?

Yes, you can.


Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances, for example, if your entire order was faulty or incorrect.


Will customs, duties and sales tax be refunded if i return my order from the E.U?



Will tax and duty charges apply to orders from European destinations outside the E.U?


Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances, for example, if your entire order was faulty or incorrect.


Can i exchange my order?

We use best effort to exchange your TRASH if it is defective or damaged. However, we may be out of size or stock for this item in which case we will refund you as per the above policy.


Orders Issue


I’ve received a faulty item, what should I do?

We’re really sorry if we’ve made a mistake with your refund!
If this is the case please get in touch with our Customer Support and we’ll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.


What if something isn’t right on my customs invoice?

If you have any issues with your customs invoice that you’ve received from TRASH, please get in touch with Customer Support who can get this sorted for you.


Can I cancel my order once it has been placed?

You may cancel an order before we send you a Dispatch email by contacting Customer Support. If the order is dispatched please refuse the order at the point of delivery or send it back using your returns form.


How do i contact TRASH with any question?

You can contact Customer Support here for any general questions or in relation to your order.


Can I change my address after placing an order?

For your security we are unable to change the delivery address on orders once the checkout process has been completed. Please check your order carefully before clicking ‘buy now’.


Products & Stock


Where can I find your size guide?

Just click on the Size Guide button on each item page


Where can I find your care instructions?

On each item page you will find the care instructions. Also, always read the care label and washing instructions before washing your clothes.


Do you have a store I can shop at?

We’re all about online at TRASH


Why have I received an email saying the item I’ve ordered is out of stock?

We’re really sorry if you’ve received an email saying one or more of the items you’ve ordered is out of stock.
When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realised we didn’t have the item available anymore.


Payments


How do I place an order?

1. Choose your size and click Add to cart to place the item you want to buy in your cart.
2. Once you have finished shopping, click on the cart icon to view the items in your cart and to pay. This will appear with a pop-up window on your screen. If you’re happy with the items in your cart, click Proceed to checkout.
3. Login – enter your email address and password or if you’re a new customer, register now. You will then be taken to the Shipping Information and Payment Information page.
4. If you have a promo code, you’ll need to enter this under the Promo Code tab.
5. Review and confirm the items in your order.
6. Confirm your payment method and Place your Order.


What payment methods do you accept?

Other than the usual Visa/MasterCard/Amex cards we also have a number of local payment methods. For European account we offer Cartes Banaciers, Bancontact, EPS, GiroPay, iDEAL, Multibanco, Przelewy24, Sofort, Klarna, SEPA Direct Debit, etc


Can I claim a TAX refund on my order?

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