BSTN Help center

Contact form

Hotline & Stores

Customer Service

+49 (0) 89 543 200 73

MO- FR | 9am - 1pm and 2pm - 5pm

Store Munich

Store Hamburg

Frequently asked

Was my order successful?

As soon as you order something from us, an order confirmation will automatically be sent to the e-mail address you provided.

 

Please also check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.

 

If there is nothing in your spam folder either, please contact us at service@bstn.com.

How can I change or cancel an order?

To ensure the fastest possible shipment, your order will be sent to our dispatch centre and processed as soon as it is completed. A subsequent change or cancellation of the order is therefore no longer possible. Please simply send your order back to us as a return after receipt.

Can I also order by telephone?

Unfortunately, we do not offer the option of ordering by phone. However, you can place your order with our online shop at any time.

Can I also pick up my order in one of your stores?

Unfortunately, not. All orders placed through our online store are sent directly to the delivery address you provide.

Can I reserve an item?

Please understand that items cannot be reserved as we want every customer to have the same opportunity to purchase.

What are the payment options at BSTN?

PayPal

PayPal is an online payment service that allows you to pay online quickly, simply and securely.

 

How it works: You save your data to a PayPal account. Once you have submitted your order to BSTN, you will automatically be redirected to PayPal. You then enter your e-mail address and password and confirm the payment.

 

Credit card (MasterCard, VISA, American Express)

You can pay simply and securely with your credit card (3D Secure Code required). We use secure and encrypted transfer to send credit card information to our credit card provider Adyen, which meets all applicable security requirements with PCI DSS Level 1 certification.

SOFORT Überweisung payment transfer

SOFORT Überweisung makes online payment easier than ever. You simply use your usual online banking details – it's convenient and secure. The transaction confirmation allows your order to be shipped immediately, faster than usual with prepayment. SOFORT Überweisung makes rapid delivery possible.

 

Apple Pay

Apple Pay operates simply and easily with the Apple devices you use every day. You can use Apple Pay to shop and pay securely at BSTN and you can save your various cards in the Apple wallet, too. Transaction data is not transferred or stored and remains confidential and secure. Apple Pay is only available in Safari.


Google Pay

Google Pay is a simple and rapid payment method for BSTN. Google Pay protects your payment details with multiple layers of security: your account is always secure.


Alipay

Alipay provides fast and easy payment processing on your mobile devices or desktop. Goods are usually shipped immediately when you pay with Alipay. Your details are kept safe and secure throughout the BSTN purchasing process. A Chinese bank account is required to use Alipay.

Union Pay

With the Union Pay payment option you can conveniently pay with your Union Pay debit or credit card. Your data is encrypted and protected by a 3D-Secure security certificate.

Why have I received a payment reminder even though I have already paid?

An automatic payment reminder is sent if no payment has been received in our system after 7 days. Sometimes, payment is received or clears after the reminder is sent out. If you have already paid, please simply ignore this e-mail.

 

You can also send the payment receipt to service@bstn.com.

How do I use my voucher code?

You have a voucher code for the BSTN online shop? Lucky you! Simply select “Enter a coupon code” at the checkout, and a field will appear in which you can enter the code. The discount will automatically be deducted from your order total.

 

Voucher codes generally cannot be combined, and exclusions may apply.

 

If the order is cancelled for any reason, we will refund the full amount you actually paid. If part of the order is cancelled, we will refund the discounted price for the cancelled items. As voucher codes can only be used once, you will not be able to use the same code again.

Secure shopping at BSTN

The security of your data is our top priority. Data are SSL-encrypted for transfer. If you pay with your Visa or Mastercard, only transactions that are connected to the secure e-commerce system will be accepted. After verification that the card is connected to the secure e-commerce system, the system contacts the bank that issued the card and the buyer must then approve the purchase. The card is charged if authentication by the bank is successful. Otherwise, the order is deleted.

What is the delivery time for my order?

We remain committed to getting your parcel ready for shipment and transferred to DHL as quickly as possible. Delivery by our carrier takes between 2 and 5 working days. Please note that a high order volume (for example following sales promotions or raffles) may result in slightly longer delivery times. Thank you for your patience.

What are the delivery costs?

A complete list of all delivery charges for each country can be found HERE.

 

Free delivery does not apply to raffle products. Country-specific delivery charges apply.

How can I track my parcel?

As soon as we have transferred your parcel to our logistics partner, we will e-mail your confirmation of shipping with your tracking number and tracking link. If you do not receive an e-mail, please check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.

Where is my parcel?

Don't panic if your parcel has not yet been delivered.

 

Increased order volumes globally may result in delays at the carrier, leading to a backlog of parcels at the relevant centres and therefore a few days’ delay in delivery.

 

If your parcel has not moved for several days, you can contact our support at service@bstn.com. Please note, however, that we can only start investigating if your parcel status has remained unchanged for approximately10 working days.

My parcel could not be delivered. Could you send me the order again?

Sometimes, a parcel unfortunately cannot be delivered, and there are various possible reasons for this. In such cases, the parcel is returned to us. We will e-mail you to ask you if you would like the parcel to be resent. If we receive a response within 48 hours, we can deliver the parcel to your chosen address again. If we do not receive a response within 48 hours, your order will be treated as a return and we will refund your payment using the payment method you used.

Please note that raffle items that are undelivered because the address was wrong cannot be sent to a new address, as we are not allowed to change the address for raffle products.

How can I return an item?

We are sorry that you are not satisfied with the product you purchased from us. You have of course the right to return it.

 

Please send returns to the following address:

 

BSTN Store GmbH
- BSTN RETOURE -
Kühler Weg 1
82065 Baierbrunn

 

If you would like to return an item or items, please use the return slip (enclosed with the order) and return the item(s) to us within 14 days.

 

For orders worth € 40 or more, returns are free of charge. You can create the required return label yourself HERE (for returns within Germany only).

 

The costs of returns from outside Germany are to be covered by the buyer.

 

Please note that we can only take back goods that are in their unworn, original condition.
For shoes, this includes the shoebox, so please always pack shoeboxes inside another box for shipping.
We unfortunately cannot accept returns that are sent in the original packaging (manufacturer's box) or in a shoebox without any external packaging.

 

If you paid by Sofortüberweisung, we will need your account details for the refund. Please provide these on the return slip.

 

We will check the return as soon as we receive it and if applicable initiate the refund.

 

We make every effort to process all returns as quickly as possible. Please allow up to 5 working days (from our receipt of the goods) for processing.

Has my return arrived yet?

If you created a free return label on our website, you can track your return online at any time using the tracking number.

Even if tracking indicates that we have already received your parcel, please allow a little time for us to process your return (on average 5 working days). You will be notified by e-mail and if applicable your refund will be initiated as soon as we have checked your return. Refunds can take a further 2-3 working days depending on the payment method.


We will contact you if we have any questions about your return.

When will I receive the refund for my return?

Refunds are usually made within approximately 2-3 working days after the return is processed. For some payment methods and banks, it may take a little longer. Refunds are made using the same payment method that you used when you placed the order. If you paid using Sofortüberweisung, please therefore always provide your bank details on the return slip, as for data protection reasons we never store this information.

Why has my return been rejected?

Unfortunately, the item does not seem to have been returned to us in its original condition. Our returns department thoroughly inspects the condition of all returns and checks for defects and odours. We are unfortunately unable to accept returns with defects as we would be unable to resell the items in question. If you are unhappy with our decision, you can respond to the returns rejection e-mail to provide an explanation.

How can I exchange items at BSTN?

If you would like to exchange an item, please go ahead and order it in the size/colour you want in our online shop if available and return the item you received to us. You can download the return label HERE.

 

As soon as we receive your parcel, we will refund you using the payment method you used to pay. Please note that refunds are governed by our returns provisions.

The item delivered is damaged. What can I do?

We are sorry to hear that you have received a damaged item. This delivery does not reflect BSTN standards. Please e-mail our service team. We will also need pictures of the damaged item, including of the outer packaging. Once we have received your e-mail, we will discuss the matter with our complaints department and get back to you as soon as possible.

 

Please also retain the outer packaging until you receive our response, as the damage may have been caused by the carrier and we need the outer packaging for our damage report.

What is a BSTN raffle and how can I enter?

A BSTN raffle is a chance to win an exclusive right to buy limited releases.

 

When you register for a raffle, you will need to provide your personal details, including a delivery address and the size you require. If you win, you can only buy that size and it must be delivered to the specified delivery address. Payment can be made using any of the payment methods displayed at checkout. Purchase on account and cash in advance are not possible.

 

At the end of the raffle period, ONLY the winners will receive an e-mail notification. If you do not receive an e-mail, you have unfortunately not won. The e-mail contains an individual checkout link that can only be used once and is valid for 48 hours. If the link is not used within 48 hours, your purchase right will expire.

Can I change my delivery address after registration?

Unfortunately, neither we nor you can make subsequent changes to your delivery address.

I selected the wrong size. Can I change it?

Unfortunately, neither we nor you can make subsequent changes to the size.

The raffle prize is available in various different colours / styles. How often can I enter the raffle?

If a raffle is offered for several colours / styles, you can register once for each colourway / style.

I registered for the raffle and have yet to receive a confirmation e-mail. Why is that?

Please check your spam folder, as the confirmation e-mail might have ended up there.

 

If you registered using one of the following e-mail providers (GMX, Web.de, T-Online), we would ask for your patience, as confirmation may be delayed. If you have not received confirmation of receipt within 4-5 hours, you can e-mail us at raffle@bstn.com to complete registration manually.

 

We require the following information:

 

Size: 

E-mail address:

Instagram name:

Selected birthday month:

Selected birthday (day):

First name:

Last name:

Street, no.:

Additional information:

Postcode / city:

Selected country:

 

After manual registration, you will receive confirmation by e-mail.


Please note that no changes can be made after successful registration.

Why are raffle prizes only shipped within Europe?

Please note that due to trademark regulations, some items may only be shipped within Europe. The terms and conditions are provided for each raffle. If you cannot select your country, for example, you unfortunately cannot enter the raffle.

I won the raffle, but my checkout link does not work. Can you help?

If the checkout link does not work, please try opening it in a different browser. If it still does not work, please contact us at raffle@bstn.com and we will send you a new link.

Is delivery for raffle prizes free?

No, free delivery does not apply to raffle products. Country-specific delivery charges apply.

My parcel has not been delivered.

If after c. 10 working days your parcel has still not been delivered or there has been no change in its tracking status, please e-mail support at service@bstn.com so that we can submit an enquiry to the carrier. Ideally, the parcel’s status will progress and the parcel will be delivered to the specified delivery address within a few days.

 

Unfortunately, it can take up to 21 days for us to receive a response from the carrier on what has happened to your parcel.

 

We would ask for your patience as we cannot send you another replacement item or refund money during this period. We are only able to take the appropriate action once we receive a definitive response from the carrier.

The tracking status for my order is delivered, but I have not received it. What can I do?

If your parcel is shown as delivered but you have not received it, it may have been delivered to someone else. Please click on the carrier’s tracking link to see who the parcel was delivered to. If you are shown as the recipient of the delivery but the parcel has not yet arrived, please complete and sign the declaration and e-mail it to our support team at service@bstn.com

Our support team will then contact the carrier to establish what has happened. We would ask for your patience, as this may take some time. We will contact you as soon as we receive a response.

 

(FedEx claim / DHL declaration / BSTN declaration to download)

My parcel is damaged and an item / my entire order is missing.

We are sorry to hear that. Please e-mail our service team at service@bstn.com We will also need pictures of the damaged item, including the outer packaging. Once we receive your e-mail, we will notify our carrier.

 

Please retain the outer packaging until you receive our response, as the damage will be assessed by the carrier.

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