Frequently asked questions

How can we help?



What size should I buy?

If you're not quite sure which size is right for you, take a look at our size chart. They are located next to the available sizes for each of our products.

Why don't I receive a confirmation email?

You may have entered an invalid e-mail address when registering.
It is best to contact us directly.
By telephone on +49 (0) 761 / 6800 2289 or by email to: info@filotimo-concept.de

Can I cancel my order?

We completely understand, we also change our minds! Although we would like to, we are currently unable to change or cancel an order once it has been placed. We hope to have a cancellation window one day. If the items don't work out, make sure you exchange them for a preferred style or return them for a refund

Will my personal details be treated confidentially?

Your personal data is transmitted during the ordering process using SSL encryption and is neither sold to other companies nor exchanged with you. We strictly adhere to the data protection regulation. See Privacy Policy for more information.

Payment & Vouchers

What payment methods are available?
  • Prepayment
  • Paypal
  • Credit card (Visa, Mastercard, Amex, Maestro)
  • GiroPay
  • Immediately bank transfer
  • Klarna

For more information on payment methods, please see Shipping and Payment.

Where do I transfer outstanding payment amounts?

Bank details:

Sparkasse Freiburg-Nördlicher Breisgau
Recipient: Lisa Hartmann & Robin Schäfer GbR
IBAN number: DE12 6805 0101 0014 2229 39

For international bank transfers, please make sure that SEPA is selected as the transfer type and Euro as the currency to avoid unnecessary costs.

Can I order on account?

Yes, via the following payment providers:

  • Paypal
  • Klarna

In order to order on account, you must have a valid account with the respective payment provider.

Where can I buy a gift voucher?

Either in one of our local stores or here: Vouchers

Where can I enter the discount code/voucher?

This is possible in the shopping cart.

Shipping & Delivery

Which countries do we ship to?

Yes, we ship to all EU countries. Shipping costs apply and will be added at checkout. For more information, please see Shipping and Payment.

You want to order to another country? Just contact us and we'll see what we can do.  info@filotimo-concept.de

Can I check where my parcel is?

As a rule, you will receive the tracking code or shipment number of your shipment with the shipping confirmation. You can use this to check the shipment status of your order with DHL.

What shipping costs will I incur?

Our flat shipping rates are based on the order value and are charged once per order. Any subsequent deliveries are free of shipping costs. You can find more information on shipping costs under Shipping and Payment.

How long does it take to receive my order?

FILOTIMO ships every working day from Monday to Friday with DHL GoGreen and Deutsche Post.You can find the delivery time in the item description.The delivery time is extended when paying in advance.The shipment is only carried out after the actual receipt of payment.The stated delivery time refers to the delivery to Germany.The shipment abroad takes longer depending on the destination country. For shipments to Austria, the parcel delivery time is increased by one working day, for shipments to Switzerland by two working days.Please note the further information under Shipping and Payment.

Return & Refund

How do I return my order?


  1. Please fill out the enclosed return form completely and place it in the package.
  2. Send the package back to us. You will find the address on the return slip.

The shipping costs for the return are to be paid by the customer.

General returns information:

Please note that the processing of returns can take up to 10 working days. Refunds will be made via the same payment method as when the order was placed.

You can find more information here.

How do I get my money back?

The refund will be made via the same payment method as when the order was placed.

When will I get my money back?

After your return has arrived and we have checked it.

If I don't like an item, can I return it?

Of course, you can return unworn items with a label within 30 days.

Please note a few details:

  • Please always return purchased items with the attached label, otherwise no refund will be given.

  • Please enclose the completed return form with your return.

  • Please use the original packaging of the product when returning it. For ecological reasons, we try to reuse as much shipping packaging as possible.

Another question that hasn't been answered?

We are happy to answer all questions personally. By telephone on +49 (0)761/ 6800 2289 or by e-mail to: info@filotimo-concept.de.