FAQ

Available sizes may vary depending on the brand and the specific item. On each product page, you’ll find a size selection as well as a size guide to help you choose the right fit.

Please note:

1. International sizing: Some brands use different sizing systems (e.g. German, Italian, or international sizes).
2. Product description: The product description often includes notes on whether an item tends to run larger or smaller.
3. Model measurements for reference: To make size selection easier, we provide model measurements and the size worn in the “Size & Fit” section of each product page.
4. Customer service: If you are unsure, our customer service team will be happy to assist you in finding the right size.

Feel free to check our size guide or contact us – we’ll be glad to help!

To help you choose the perfect size for your desired item, we recommend the following steps:

1. Check the product description: We often provide notes on whether an item runs small, large or true to size.

2. Use model measurements as a reference: On the product page under “Size & Fit,” you’ll find our models’ measurements as well as the size they are wearing.

3. Take your own measurements: Measure your body (e.g. bust, waist, hips) and compare them with the model’s measurements.

4. Refer to the size guide: In the “Size & Fit” section of each product page, you’ll find detailed size charts to help you determine the best fit.

5. Contact customer service: If you’re unsure, our customer service team will be happy to assist you and provide individual advice.

Many of our products are made with a focus on sustainability and environmental responsibility. The labels we work with often use eco-friendly materials, fair production practices, and sustainable manufacturing processes. However, the level of sustainability can vary depending on the brand and product. For example, some items are made from organic materials or recycled fabrics, or are dyed with environmentally friendly colors, while others carry specific certifications such as OEKO-TEX.

For more detailed information about a specific item, please refer to the product description or contact our customer service team. We’ll be happy to assist you if you’re specifically looking for sustainable or eco-friendly products!

The origin of our products varies depending on the brand and item. They are manufactured in different countries around the world, including Europe, Asia, and North America.

For more detailed information about a specific product’s origin, you can often find notes in the product description or on the care label.

If you have a specific question regarding the origin of an item, please don’t hesitate to contact our customer service team. We’ll be happy to provide you with more detailed information!

At the moment, we do not provide specific care instructions on our product pages.

However, you will usually find important care information on the care label of each product, including details on washing temperatures, drying options, and any special care recommendations.

If you have further questions about caring for a specific item or are unsure, our customer service team will be happy to assist you. Please feel free to contact us – we’re here to help!

We strive to represent the colors of our products as accurately as possible. However, slight variations in color may occur due to different screen resolutions and lighting conditions.

We recommend checking the product description and material information, as these often provide additional details about color and texture. If you are unsure, our customer service team will be happy to assist you and provide more precise information about the product’s color.

If you wish to return an item due to its color, you can, of course, do so within the scope of our return policy.

If you would like more information about a product, you have several options:

1. Read the product description: Each product page includes a detailed description with information about materials, care instructions, fit, and other important details.
2. View the photos: Our product pages feature multiple images showing different angles and details of the item.
3. Check customer reviews: See what other buyers have said about the product and whether it met their expectations.
4. Contact customer service: If you still have questions or need more information, our customer service team is always available to assist you. We’re happy to help!

We want to make sure you have all the information you need to make an informed purchase decision!

Whether a sold-out item is restocked depends on the brand and collection. In many cases, we do not receive additional stock, as we often work with limited collections.

Here’s how to find out if an item will be available again:

1. Use the notification feature: If the item is restocked, you can sign up for an email notification on the product page. You’ll be informed as soon as it’s back in stock.
2. Contact customer service: We’ll be happy to check for you whether and when the item might be available in your size, or if we can order it directly from the brand in your desired size and color.
3. Discover alternatives: If your desired item will not be restocked, we’ll gladly help you find a similar alternative.

Feel free to reach out to us – we’ll do our best to assist you!

If your desired item is not available in your size, you have the following options:

1. Use the notification feature: On the product page, you can sign up for an email notification. You’ll be informed as soon as the item is back in stock.
2. Contact customer service: We’ll be happy to check whether and when the item might be available in your size, or if we can order it directly from the brand in your desired size and color.
3. Discover alternatives: Our customer service team can help you find a similar alternative from our collection.

Feel free to reach out to us – we’ll do our best to help you find your desired item!

Yes! At NOBANANAS, you can create a favorites list or wishlist to save your favorite items and easily find them later.

Here’s how it works:

1. Create an account or log in: You need a customer account to use the wishlist feature.
2. Add items to your wishlist: On each product page, you’ll find a heart icon or an “Add to Wishlist” option. Click it to save the item to your personal wishlist.
3. Manage your wishlist: In your account, you can view and manage your saved items at any time, or add them directly to your shopping cart.

If you have any questions about the wishlist, our customer service team will be happy to help!

If you have spotted an item in a designer’s lookbook or collection that is not available in our shop, please feel free to contact us!

We will check for you:

1. Whether the item will soon be added to our assortment.
2. Whether a special order is possible.
3. Whether we can offer you an alternative option from our current collection.

Just send us an email or contact our customer service team – we’ll be happy to assist you!

We offer several ways for you to receive personal advice:

1. Phone consultation: You can reach us by phone during business hours.

2. Email consultation: Send us your questions by email and we will respond as quickly as possible.

3. Live chat: Use our live chat on the website for direct, real-time advice.

4. In-person consultation: Visit us directly in Freiburg to see and try the items in person.

We look forward to assisting you! :)

Placing an order at NOBANANAS.com is easy:

1. Select products – Browse our assortment and add your desired items to the shopping cart. Please make sure to select the desired color and size if applicable.
2. Check your cart – Click on the shopping cart icon to review your selection and make any adjustments.
3. Proceed to checkout – Continue to the checkout to complete your order.
4. Enter personal details – Provide your shipping address and billing information.
5. Choose a shipping method – Select your preferred shipping option and click “Continue.”
6. Select a payment method – Choose one of the available payment options.
7. Enter a discount code – If you have a discount code, enter it in the designated field and click “Apply.”
8. Complete your order – Review your order and click “Place Order” to finalize your purchase.

After successfully placing your order, you will receive a confirmation email with all the details. If you have any questions, our customer service team is always available to assist you!

Yes, this is possible. When placing your order, please provide both a shipping address within the EU and a billing address outside the EU. Please note that the payment methods “Pay on Invoice” and “Installments” will not be available. An invoice showing the VAT will be included in your package and must be stamped by customs. Please send us the stamped original invoice within 14 days. Once we receive the stamped invoice, we will refund the VAT.

If you wish to cancel or modify your order, please contact our customer service as soon as possible. Since we process orders quickly, changes or cancellations are only possible as long as your order has not yet been shipped.

1. Cancellation: If your order has not yet been dispatched, we can cancel it for you free of charge.
2. Modification: Any changes after placing the order (e.g., adding or removing items, adjusting the shipping address) are only possible before shipment.
3. Orders already shipped: If your order is already on its way, you can exercise your right of withdrawal and return the items once they have been received.

If you have a customer account with us, you can find the invoice for your order in your account under the “Orders” section once the payment has been received. A printed copy of the invoice is also always included with your shipment.

Prices may appear differently depending on your location. If you are outside the EU, you will see the net prices (often with uneven cent amounts). If you are in an EU country, the prices including VAT will be displayed (usually with rounded amounts).

There are several possible reasons why your order may have been cancelled. However, we always contact you by phone or email before cancelling your order.

1. Unpaid prepayment: You placed an order with us via prepayment. If we do not receive payment within 5 days, your order will be cancelled. Please contact us promptly if you still wish to receive the items you ordered.

2. Item unavailable: In rare cases, an item may already be sold out even though it was still shown as available in the shop.

3. Payment issues: If the payment was not successfully completed or a payment method could not be verified, the order may be cancelled.

4. Technical error: If a system error occurred, the order could have been automatically cancelled.

5. Security check: In rare cases, an order may be cancelled for security reasons, e.g., due to suspicious or incomplete information.

6. Customer request: If you requested a cancellation yourself, the order will of course be cancelled accordingly.

If you have received a cancellation notification and are unsure of the exact reason, we recommend contacting our customer service. We will be happy to help and check whether the order can be placed again!

In our online shop, the following payment options are available:

Amazon Pay (an Amazon service)

Apple Pay (a Novalnet service)

eps (online bank transfer for Austria)

Giropay (online bank transfer for Germany)

Google Pay (a Novalnet service)

iDEAL (online bank transfer for the Netherlands)

Invoice / Pay later (available in Germany, Austria and Switzerland; a Novalnet service)

Credit card (a Novalnet service)

Direct debit (available in Germany; a Novalnet service)

PayPal

Prepayment / Bank transfer

Yes, we offer payment by invoice. This payment option is processed through our payment service provider, Novalnet. You can select “Pay by Invoice” at checkout.

Please note:

1. Payment deadline: The invoice must be paid within the specified period. Please transfer the amount directly to Novalnet, not to NOBANANAS. Use one of the payment references provided on your invoice to ensure your payment is correctly assigned to your order. Novalnet’s bank details are also listed on the invoice.
2. Credit check: A positive credit check is required.
3. Matching addresses: Billing and shipping addresses must be identical.
4. Delivery restrictions: Delivery to a company address or a parcel station is not possible.
5. Availability: Payment by invoice is only available in Germany, Austria and Switzerland and may not be available for all orders or customer groups.

If you have any questions, our customer service team will be happy to assist you!

Yes, we offer the option to pay in installments. This payment method is processed through our payment service provider, Novalnet. You can select “Pay in Installments” at checkout.

Please note:

1. Payment deadlines: Installments must be paid within the specified periods. Please transfer the amounts directly to Novalnet, not to NOBANANAS. Use the payment references provided on your invoice to ensure your payments are correctly assigned to your order. Novalnet’s bank details are also listed on the invoice.
2. Credit check: Availability of installment payments depends on a positive credit check.
3. Matching addresses: Billing and shipping addresses must be identical.
4. Delivery restrictions: Delivery to a company address or a parcel station is not possible.
5. Installment plan options: You can choose the number of installments—two, three, four, or six.
6. Availability: Installment payment  is only available in Germany, Austria and Switzerland may not be available for all orders or customer groups.

If you have any further questions, our customer service team will be happy to assist you!

Bank details of our payment service provider, Novalnet:

Account holder: Novalnet AG

IBAN: DE28701500001008213397

BIC: SSKMDEMMXXX

Bank: Stadtsparkasse München

Bank details of NOBANANAS.com:

Account holder: Susanne Hirschberg

IBAN: DE96680501010012827343

BIC: FRSPDE66XXX

Bank: Sparkasse Freiburg - Nördlicher Breisgau

If you live outside the EU and place an order with NOBANANAS, the price will be displayed without German value-added tax (VAT).

Please note:

1. Customs & import duties: Additional customs fees or import taxes may apply in your country and must be paid upon delivery. These costs are not included in our prices and vary depending on the destination country.
2. Automatic adjustment: VAT is automatically added or removed at checkout, depending on whether your shipping address is within or outside the EU.

If you have any further questions, our customer service team will be happy to assist you!

Yes, this is possible. When placing your order, please provide both a shipping address within the EU and a billing address outside the EU. Please note that the payment methods “Pay on Invoice” and “Installments” will not be available. An invoice showing the VAT will be included in your package and must be stamped by customs. Please send us the stamped original invoice within 14 days. Once we receive the stamped invoice, we will refund the VAT.

Once your order has been shipped, you will receive a shipping confirmation email from us. This email contains a tracking number as well as a link to track your package.

You can track the status of your order as follows:

1. Check your email inbox: Open the shipping confirmation and click on the included tracking link.
2. Customer account: If you have a customer account with us, you can also view the status of your order there under the “Orders” section.
3. Contact customer service: If you did not receive a shipping confirmation or have questions about the delivery status, our customer service team will be happy to assist you.

We hope you enjoy your order!

At NOBANANAS, we offer a range of shipping options to make sure your order reaches you quickly and conveniently.

Shipping within Germany
Your order will be shipped with DHL Standard by default. If you prefer, you can also choose faster delivery with DHL Express.

International Shipping
For fast and secure delivery, international orders are shipped with DHL Express as standard. We cover most of the additional costs for express shipping.
Exceptions: We do not ship to the Russian Federation or Israel. If no shipping option is displayed for your country, please get in touch – we’ll find a solution!

Important notes on DHL Express

• Pickups take place Monday through Friday only.

• Orders placed with DHL Express after Friday, 1:30 pm, will be collected the following Monday at the earliest.

Customs & Taxes
Please note that deliveries to non-EU countries may be subject to customs duties and taxes. In case of a return, these charges unfortunately cannot be refunded.

Please refer to the tables below for shipping methods and costs for your destination:

Delivery costs*

* Shipping costs for orders under 2 kg. Please note that for deliveries with a total weight of more than 2 kg, the package price may differ.

Yes, we ship internationally to over 200 countries worldwide. The available destinations and shipping costs will be displayed during checkout once you enter your delivery address.

Please note:

1. Delivery times & costs: Both may vary depending on the destination country.

2. Customs & import fees: For deliveries outside the EU, additional duties or import taxes may apply. These must be covered by the recipient.

3. Order tracking: Once your order has been dispatched, you’ll receive an email with a tracking link so you can follow your shipment.

If your country is not listed as a delivery option or if you have any further questions, our customer service team will be happy to assist you!

We process and ship orders as quickly as possible. The exact shipping time depends on product availability and the shipping method you choose.

1. Items in stock: Usually ship within 1–2 business days.

2. Items with longer lead times: If a product requires a longer delivery time, a member of our customer service team will get in touch with you.

3. Orders with multiple items: If your order contains products with different delivery times, we may wait to ship until all items are available. In such cases, our customer service team will contact you.

Once your order has been shipped, you will receive a shipping confirmation with a tracking number by email. If you have any questions, our customer service team will be happy to help!

If your package hasn’t arrived yet, please follow these steps:

1. Check the tracking information: Review the shipping confirmation email you received. Click on the tracking link to see the current status of your shipment.

2. Consider delivery times: Depending on the shipping method and destination country, delivery times may vary. Please check the estimated delivery time shown during checkout.

3. Check your inbox: If a product has a longer delivery time, a member of our customer service team will contact you by email.

4. Verify address & delivery attempts: Make sure the shipping address you entered is correct. If the courier was unable to reach you, your package may have been left with a neighbor or at a pickup station.

5. Contact customer service: If the tracking information doesn’t update or if your package is taking unusually long, please reach out to our customer service team. We’ll be happy to help and, if needed, get in touch with the shipping provider on your behalf.

We sincerely apologize for the inconvenience and will do our best to ensure your order reaches you as quickly as possible!

If you realize that you have provided an incorrect shipping address, please contact our customer service as soon as possible so we can update the address, as long as the order has not yet been shipped.

Please note:

1. Order not yet shipped: If your order has not been processed or shipped, we can easily update the address.

2. Order already shipped: If the package is already on its way, unfortunately, we cannot make changes. In this case, you can track the shipment and, if necessary, request a redirection or delivery change directly with the shipping provider.

3. Return and reorder: If the package is returned to us due to the incorrect address, we can resend your order once we receive the return. Please note that any additional shipping costs may be charged.

Yes, at NOBANANAS, you can easily provide different addresses for shipping and billing.

During checkout, you can enter both the shipping address and the billing address separately. This allows you, for example, to have your order delivered to a different address or to send the invoice to a company address.

Please note: The payment methods “Invoice” and “Installments” are unfortunately not available if the billing and shipping addresses are different.

If you have any questions or issues when entering your addresses, our customer service team will be happy to assist you!

Yes, once your order has been shipped, you will receive a shipping confirmation email from us. This email includes a tracking number that allows you to follow your package through the shipping provider.

With this number, you can check the current status of your delivery at any time and see where your package is.

If you haven’t received an email or have any issues with tracking, please contact our customer service team – we’ll be happy to help!

If you have placed several orders within a short period that can be processed at the same time, we will try to combine them into a single package. This helps reduce packaging and conserve resources. If shipping costs were charged twice, we will of course refund the extra amount.

If you would like multiple orders to be shipped together, we recommend contacting our customer service as soon as possible. We will then check whether a combined shipment is possible.

If your orders have already been shipped, unfortunately, we cannot make any changes, but you can track each order separately.

If you have any further questions, our customer service team will be happy to assist you!

Returning items within Germany is free of charge. If you are not satisfied with a product and would like to return it within Germany, please follow these steps:

1. Pack the item(s): Securely pack the item(s) in the original packaging or another suitable package to prevent damage during transport. If possible, include a copy of the invoice and mark the items you wish to return.

2. Return label: Use the included return label. Please make sure to completely remove or cover the original shipping label. If your package did not include a return label, you can generate and print one via this link on the DHL website.

3. Shipping: You can drop off the package at a post office (Deutsche Post/DHL), a DHL Packstation, or hand it to the DHL delivery driver during their route.

Please note:

1. Deadline: Returns must be made within 30 days of receiving the items.

2. Condition of items: Returned items must be unworn, unwashed, in perfect condition, and include all original tags. Otherwise, we cannot accept the return.

3. Refund: Once we receive the returned items, your payment will be refunded using the original payment method.

If you have any questions about returning items or need assistance, our customer service team is always happy to help!

If you would like to return your order from a country outside Germany, please follow these steps:

1. Pack the item(s): Securely pack the item(s) in the original packaging or another suitable package to prevent damage during transport. If possible, include a copy of the invoice and mark the items you wish to return.

2. Return label: For international returns, we cannot cover the cost of shipping. You must arrange the return via the shipping provider of your choice and cover the shipping costs. You can use any postal service, but be sure to keep the proof of postage until we have processed your return. If you do not have a preferred service, you can use DHL. Return shipping costs are your responsibility unless the item is defective or damaged. In that case, please contact our customer service as soon as possible.

3. Important note for customers outside the European Union: For returns from non-EU countries, a completed CN23 customs declaration must be attached to the outside of the package, stating RETURNED GOODS ORIGINATING IN THE EU, along with a copy of the invoice—preferably in a transparent pouch. If the customs declaration is not filled out correctly, additional fees may apply, which could be deducted from your refund.

4. Shipping: Take the package to the nearest parcel shop and send it to the following address:

        NOBANANAS
        Konviktstraße 47
        79098 Freiburg
        Germany

Please note:

1. Deadline: Returns must be made within 30 days of receiving the items.

2. Condition of items: Returned items must be unworn, unwashed, in perfect condition, and include all original tags. Otherwise, we cannot accept the return.

3. Customs fees: Be aware that customs duties or import taxes may apply when returning items from a non-EU country. These costs must be covered by you.

4. Refund: Once we receive the returned items, the amount will be refunded using the original payment method.

If you have any questions or need help with your return, our customer service team will be happy to assist you at any time!

Please return purchased items to the following address:

NOBANANAS
Konviktstraße 47
79098 Freiburg
Germany

A free exchange is only possible for the same item in a different size or color. Exchanging for a different item is unfortunately not possible.

If you would like to exchange an item, please contact our customer service and let us know your request. We will reserve the desired item for you while you return the original item to us. Once we receive it, we will send the new item to you.

If you wish to order a different item, please place a new order in our online shop.

For returns within Germany, you will receive a notification once the returned package has arrived at our warehouse.

Your return will then be processed within the next few days. You will receive a further notification with your credit once the processing is complete.

The refund will be issued to the account or payment method used for the original purchase.

If you have received a damaged or incorrect item, we apologize for the inconvenience and will resolve the issue as quickly as possible.

Please follow these steps:

1. Take photos: Please take clear photos of the damaged or incorrect item as well as the packaging. This helps us resolve the issue faster.

2. Contact customer service: Reach out to our customer service team immediately via email or phone and provide your order number.

3. Resolution & return: Our customer service team will inform you of the next steps—whether a return is required or if we will send a replacement directly. If a return is needed, you will receive a free return label.

4. Refund or replacement: Depending on your preference, you will either receive a refund or we will send the correct or a new item as quickly as possible.

Please contact us as soon as possible so we can resolve the issue promptly. Thank you for your understanding and cooperation!

Creating an account at NOBANANAS is quick and easy. Just follow these steps:

1. Go to registration: Click on “Sign In” at the top of the website and then select “Create an Account.”

2. Fill out the registration form: Enter your personal details such as email address, name, and password.

3. Complete registration: Click the “Create an Account” button to finish the process.

4. Confirmation: You will receive a confirmation email to complete your registration and verify your email address.

Once your account is created, you can track orders, save your shipping and billing addresses, and enjoy exclusive offers!

If you need assistance, our customer service team will be happy to help.

If you have forgotten your password or want to reset it, please follow these steps:

1. Go to the login page: Click on “Sign In” on our website.

2. Forgot password: Click the link “Forgot your password?”

3. Enter your email address: Provide the email address you used to register.

4. Receive instructions by email: You will receive an email with a link to reset your password. Follow the instructions in the email.

5. Choose a new password: Enter and confirm your new password.

You can now log in to your account using your new password!

If you have any difficulties or further questions, our customer service team will be happy to assist you.

Our customer service team is here to help if you have any questions or need assistance! You can contact us in the following ways:

1. By email: Send us an email at info@nobananas.de, and we will get back to you as soon as possible.

2. By phone: Call us Monday to Saturday, between 11:00 AM and 6:00 PM CET, at +49 (0)761 1567697.

3. Via the contact form: Use the contact form on our website to send your inquiry directly.

4. Live chat: If available, you can also use the live chat on our website to speak with one of our team members immediately.

We strive to respond as quickly as possible so that your request can be processed promptly.

We offer several ways for you to receive personal advice:

1. Phone consultation: You can reach us by phone during business hours.

2. Email consultation: Send us your questions by email and we will respond as quickly as possible.

3. Live chat: Use our live chat on the website for direct, real-time advice.

4. In-person consultation: Visit us directly in Freiburg to see and try the items in person.

We look forward to assisting you! :)

Yes, you can easily subscribe to our newsletter to stay updated on the latest products, special promotions, discounts and exclusive offers!

How to subscribe:

1. Newsletter form on the website: You can find the subscription form on our homepage and in the footer of our website.

2. Enter your email address: Simply enter your email address and confirm your subscription.

3. Confirmation email: You will receive a confirmation email. Confirm your subscription to activate the newsletter.

Once you’re subscribed, you’ll receive regular updates and exclusive offers directly in your inbox!

Yes, NOBANANAS is active on various social media platforms! We regularly share updates on new products, special promotions, styling inspiration and much more.

Follow us on our social media channels:

• Instagram: nobananas_fashion

• Facebook: NOBANANAS.com

• Pinterest: NOBANANAS.com

• TikTok: nobananas_fashion

By following us, you’ll always stay up to date and won’t miss any exclusive offers or exciting content! We look forward to welcoming you there too!

Yes, at NOBANANAS we regularly offer discounts and special promotions!

Here are some ways you can take advantage of our offers:

1. Newsletter subscription: Sign up for our newsletter to receive exclusive discounts, special promotions, and new offers directly in your inbox. Some promotions and discounts may also be available exclusively for returning customers or those with a customer account.

2. Online shop: Check our online shop regularly, as we frequently offer seasonal deals, flash sales or promotions.

For current discounts and promotions, you can also contact our customer service team at any time.

Redeeming a voucher code at NOBANANAS is quick and easy!

Follow these steps:

1. Add items to your cart: Add all the products you want to purchase to your shopping cart.

2. Proceed to checkout: Click on your cart and go to the checkout. Enter your personal details and select a shipping method and payment option.

3. Enter the voucher code: On the payment page, you’ll find a field labeled “Enter voucher code.” Enter your code here and click “Apply voucher.”

4. Complete your order: The discount will be immediately applied to your total, and you can complete your order as usual.

If your voucher code does not work or you encounter any issues, you can always contact our customer service team. We’ll be happy to assist you!