FAQ

FAQ

To help you as quickly as possible, we have summarised the most frequently asked questions for you. This way you can quickly find suitable answers. If your question is not listed, you can contact our customer service. Please contact ecomazo(at)comazo.de for this purpose.

Choose from the following topics:

Häufig gestellte Fragen

General

  • I can't find my favourite lingerie in the online shop.

    In our online shop we offer you a selection of our underwear for ordering, in our 28 lingerie stores you can expect a wide range of products. Visit your local store and you may find what you are looking for.

  • Can I change or cancel an order?

    We will do our best to help you. Please feel free to call us or send an e-mail to ecomazo(at)comazo.de. Please note, however, that changes or cancellations are not always possible.

    Of course, you have the option of returning the unwanted items free of charge within 14 days of receipt of your order.

  • How do I find a Comazo lingerie store near me?

    In the Stores section you will find a list of all Comazo underwear stores. Click on the desired store to see opening hours and address details.

  • What is the minimum order value?

    The minimum order value is 0€ for all delivery areas. In order to cover costs and to ship as environmentally friendly as possible, the order value should not fall below 20€.

  • How do I see that you have received my order?

    You will receive an order confirmation by email after sending the order.

Privacy

  • How does Comazo handle my personal data?

    At Comazo, we handle your personal information very carefully. You can find detailed explanations in our privacy policy.

Sizes

  • What sizes does Comazo use?

    For our Comazo underwear, we use the standardised ready-to-wear and underwear sizes of the German market. Our design teams use the latest size and body measurement tables from the internationally recognised Hohenstein Institute as a basis.

  • How do I find the right size for me?

    Comazo underwear items correspond to standard sizes. Use our size chart here to find your ideal size.

    If an item still doesn't fit, you can return it to us free of charge. You are also welcome to have our sales staff measure and advise you personally in one of our lingerie stores.

Products

  • What is special about comazo|earth organic underwear?

    Our organic underwear collection comazo|earth is GOTS (Global Organic Textile Standard) and Fairtrade certified. In accordance with the GOTS catalogue of criteria, not only the raw materials but also all ingredients meet the strict requirements. The sustainably grown cotton is 100% fair trade. Every item in the comazo|earth collection bears a Fairtrade tag with the product's Faircode printed on it. You can enter this fair code under Fairtrade Germany and thus trace the production of the item back to the cotton field.

Complaint

  • Ordered goods do not fit or I do not like them, what can I do?

    Of course, you can return any item purchased from the Comazo online shop free of charge within 14 days anywhere in Germany. However, please make sure that the original labels remain on the product. In addition, for hygienic reasons, we ask you to wear your own underwear when trying on the garments and to avoid soiling the garments when trying them on. 1.

    For a quick processing of your return within Germany, please fill out the return note in your package. Please also state the reasons for your return so that we can further improve our service for you. 2.

    Place the return note in the parcel together with the items you wish to return. Seal the package properly. 3.

    Stick the enclosed returns label on the outside of the parcel so that it is clearly visible. Within Germany, you can hand in the parcel with the enclosed returns label at a DHL post office or a parcel shop. You can find the nearest acceptance point at www.dhl.de/paketshops.

    Please hand in your return from Austria, the Netherlands, Belgium or Luxembourg to a shipping service provider of your choice and send the return at your own expense to the following address:

    Comazo GmbH & Co. KG Herstellerverkauf, Am Rothbachl 1, 83059 Kolbermoor Deutschland.

    What do I have to do if I want to exchange an item?

    The item you wish to exchange must be ordered again. Unfortunately, a direct exchange or offsetting with a replacement item is technically not possible. Please return the item that does not fit or you do not like as described above.

    How long does it take to get my money back if I return an item?

    For payments processed through Paypal, once your return has been approved by us, you will receive a notification from Paypal that your Paypal account has been credited.

    For credit card payments, the credit will be credited to the credit card used for the payment. Please note that depending on the credit card company, it may take up to 2 weeks for the credit to be credited to your account. If you have paid in advance, we will arrange the chargeback as soon as possible after processing the return.

    Read more information in the right of withdrawal.

    My return slip is not in the package, what now?

    Oops, then we must have made a mistake with your parcel, but we can solve that too. You can create a new slip yourself here: www.dhl.retourelabel-deutschland.de.

    Our dear neighbours from Austria, the Netherlands, Belgium or Luxembourg please send the parcel back to us at your own expense. Address: Comazo GmbH & Co. KG Herstellerverkauf, Am Rothbachl 1, 83059 Kolbermoor Deutschland.

    Do you have any questions? Please do not hesitate to call us. We look forward to your calls! Our telephone number is: 074327019168. We are available from Monday to Friday from 8:00-18:00.

    Or you can send us an e-mail. Our e-mail address is: ecomazo(at)comazo.de.

  • What do I have to do if I want to exchange an item?

    The goods requested in exchange must be ordered again. Unfortunately, a direct exchange or offsetting against a replacement item is not possible. Please return the item that does not fit or you do not like as described above.

    An exchange of the goods purchased in the Comazo online shop in the retail shops is unfortunately also not possible.

    Ebenso können im Einzelhandel erworbenen Artikel nicht im Comazo Onlineshop umgetauscht werden. In einem solchen Fall wenden Sie sich bitte an die Kolleginnen vor Ort.

  • How long does it take to get my money back if I return something?

    We will process your return as quickly as possible. As soon as your return has been approved by us, we will arrange for the refund to be made to you. The refund will be made in the same way as you paid us.

    Please note that depending on your bank, it may take up to 2 weeks for the credit to be credited to your account.

     

Shipping

  • I have not received my order, but according to the delivery status this should be the case. What to do?

    I have not received my order, but according to the delivery status this should be the case. What to do?

  • Which countries does Comazo deliver to?

    We currently ship within Germany and to the following EU countries: Austria, France, Italy, Netherlands, Belgium as well as to Luxembourg. Please note that we are currently unable to deliver to the Rhine islands in Germany and, if necessary, let us know an alternative delivery address when you place your order. If you would like delivery to another country, we will be happy to help you. If you have any questions, please email us at ecomazo(at)comazo.de.

    Delivery to Switzerland:
    For deliveries to Switzerland, we recommend the service of meinEinkauf.ch. For a small fee, meinEinkauf.ch will take care of all customs formalities and delivery to your door. The best way to do this is to register directly here: MeinEinkauf.ch.
    Please note: When purchasing via meinEinkauf, the payment method "purchase on account" is excluded.

  • Can I see the status of my delivery?

    As soon as the goods leave our warehouse, you will receive a shipping confirmation by email that includes a shipment number. You can use this number to check the status of your delivery at any time on the DHL homepage. To do so, click directly on the shipping confirmation link or enter the shipment number at dhl.de to query the delivery status. 

  • My parcel is damaged. What should I do?

    Please complain about damaged parcels immediately to your DHL delivery agent and check immediately whether all the ordered goods are still included and in perfect condition. Afterwards, please inform our customer service at ecomazo[at]comazo.de.

  • Which shipping service provider is used to ship the goods?

    We send our parcels with the climate-neutral GoGreen shipping service from DHL. GoGreen means that the parcel service provider is constantly working on sustainably improving its carbon footprint and offsetting any CO2 produced by supporting environmental projects. For more information on GoGreen, please visit the DHL website. 

  • Versand an DHL Packstationen

    During the ordering process, you can specify a delivery to a DHL Packstation as a different delivery address. Please enter your personal DHL Post number and the Packstation including the associated Packstation number. After delivery to the DHL Packstation, you will be informed by e-mail, SMS or DHL App to collect the shipment. You can then collect your Comazo order within 9 days.  You can find more information about Packstation delivery on the DHL website. Please note: For deliveries to a DHL Packstation, the payment method "purchase on account" is excluded.

  • What if I am not at home on the day of delivery?

    If the DHL parcel carrier does not meet anyone at your address, he will leave a notification card in your letterbox with information about the post office where you can pick up your shipment. If you are unable to collect the parcel on the day of delivery, use the link in your dispatch confirmation, which will take you directly to the homepage of the shipping service provider under the heading "Redelivery". Select the type of redelivery that is best for you.

    It is also possible to issue a one-time drop-off authorisation; a form is also enclosed with the dispatch confirmation. Please fill it out and attach it so that it is clearly visible to the parcel carrier.

    Alternatively, you can specify a different delivery address during the order process where your parcel can be received at any time, e.g. the address of your place of work. It is also possible to arrange a delivery location for future deliveries, which you specify in a contract with DHL. In addition to delivery to a post office, it is also possible to have your order delivered to a DHL Packstation. To do this, you need a DHL customer account, which you can create at dhl.de.

  • What is the minimum order value?

    The minimum order value is 20€ for all delivery areas. Since the value of individual items is sometimes very low, we have decided to set a minimum order value for economic and ecological reasons. In order to cover costs and to ship in the most environmentally friendly way possible, the order value should not fall below this minimum value..

  • How much are the shipping costs?

    The shipping costs for Germany are currently 0€.
    For other EU countries we charge 4,95€.

    For marketing purposes we reserve the right to change the shipping costs.

  • How long does the delivery take?

    The delivery time is approximately 1-3 working days, depending on the availability of the items.

     

Payment

  • Which payment methods can I use in the Comazo Online Shop?

    To ensure the security of your data when ordering, we work with SSL encryption (Secure Socket Locker), in which the order and payment data are transmitted in encrypted form. These high security standards mean that shopping at Comazo is safe.

    In the Comazo online shop, we work with the payment provider PayOne and Klarna to offer you the following payment methods:

    Purchase on account
    You transfer the invoice amount to our Klarna bank account after receiving your order. The bank details can be found in the e-mail sent to you by Klarna. If you return one or more items, we will reduce the invoice amount accordingly. Please make sure to use the correct reason for payment. This can be found on the invoice sent to you by e-mail. The payment method "purchase on account" does not work if you have the parcels delivered to a DHL Packstation.


    PayPal
    You pay securely and free of charge via the established online payment system. The amount will be collected from your bank account deposited with PayPal. Your bank or credit card details are only deposited with PayPal and are not sent over the Internet every time you make an online purchase. You do not have to re-enter your bank or credit card details for each purchase. The order can be processed immediately and sent on its way to you. If you return one or more items, the corresponding value of the goods will be credited back to your PayPal account.Register and use PayPal immediately:Open a PayPal account at www.paypal.de/anmeldung


    Credit card
    We accept the common credit cards MasterCard and VISA. The invoice amount will be paid by credit card. Your credit card account will be charged upon completion of the order. If you return one or more items, the corresponding value of the goods will be credited back to the charged credit card. To ensure the security of your data when placing an order, we work with SSL encryption (Secure Socket Locker), in which the order and payment data are transmitted in encrypted form.


    Sofortüberweisung
    You pay cashless via the online payment system of Sofort GmbH. By entering and confirming the online PIN and TAN known to you, you transmit the payment to Comazo via your own bank account. Immediately after the transaction is completed, we receive the payment confirmation and can ship your order immediately. If you return one or more items, the corresponding value of the goods will be credited back to your bank account.


    Giropay
    The online payment procedure GiroPay of the German credit economy offers you an integrated online banking solution, which has been specially optimised for the requirements of e-commerce. You can therefore pay directly in the Comazo online shop using a simple, fast and secure procedure.


    Paydirekt
    After placing your order, you will be redirected to the website of the online provider paydirekt. In order to be able to pay the invoice amount via paydirekt, you must have an online banking account activated for participation in paydirekt, be registered there or register first, legitimise yourself with your access data and confirm the payment instruction to us. Immediately after the order, we request paydirekt to initiate the payment transaction. The payment transaction is carried out automatically by paydirekt. You will receive further instructions during the ordering process.


    Payment in the Comazo Store
    You can also have your online order delivered to a Comazo store and collect and pay for your order on site. After your order has been received, you will be notified as soon as the order is available in the store for you to collect. An overview of Comazo stores can be found at www.comazo.de/stores.
    If you return one or more items, the corresponding value of the goods will be credited back to your bank account.

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Price calculation

All prices include VAT.