Home > Frequently asked questions
I live outside Germany, can I still order from Purchaze.com?
Yes, we accept international orders as well as domestic.
Will I have to pay import taxes?
Please remember that international orders are subject to being charged customs fees by the destination country's government. We have no control over how much you are charged for customs and the fees are completely independent of Purchaze. Please understand that we cannot be held responsible for any additional charges the destination country imposes on you.
What happens after I place my order?
1. When you place your order, your credit card is immediately charged.
2. If your order went through successfully, and you entered in your correct E-Mail address, you will immediately receive an order confirmation E-Mail.
Okay, how do I order?
First, browse our website and place the desired products in the shopping cart by choosing your size and checking the international shipping costs (Click here to find your size in US, EUR and CM sizes).
When you are finished shopping, click "Checkout" and fill in your shipping and billing information. Choose your payment method (credit card, Paypal or money order).
After we received your order, we will send you an E-Mail confirmation with detailed payment instructions. Please send your payment in 10 days or your order will be cancelled automatically. We strongly recommend that you send your payment as soon as possible since availability of the shoes is not guaranteed until we receive the payment.
Note: Due to time differences, we ask that international customers allow a minimum of 24 hours before using the order tracking system. Tracking is only available for insurance if you choose DHL as parcel service.
What could be possibly delay my order?
Packages typically arrive within 7-14 days from the date we receive the order. Sneakers are shipped directly from Germany by DHL global service. Packages must be signed for.
If for some reason your shoes are on backorder, there could be a 5-7 day delay. Feel free to contact us if you have any questions about the status of your order.
Are there other ways to order besides ordering online?
Yes, for those of you that are still uncomfortable ordering online, we do accept order via E-Mail. Whatever method you use, please make sure you include your credit card information.
To E-Mail us an order, contact us at firstname.lastname@example.org.
I never received my order, what should I do?
In rare cases, packages can get lost in the mail. Never fear, if your package is lost, we will replace it for you at no charge. However, if the tracking number indicates that your package has been delivered to you, we cannot be held responsible for a package that is claimed to have never been received.
What is your return policy?
Returns are accepted on an individual basis depending on the reason for return. All returns will be issued credit. Please contact us at email@example.com before you return the product to make sure that we will accept it.
Do you ship to my country?
Absolutely. We have already shipped to many countries around the world, from Japan to Australia. We can get you the gear, regardless of where you are.
Purchaze.com ships to a selected list of international destinations. The countries that we can ship to are:
Argentina; Australia; Austria; Belgium; Brazil; Bulgaria; Czech Republic; Denmark; Finland; France; Germany; Greece; Greenland; Hong Kong; Hungary; Iceland; Ireland; Israel; Italy; Japan; Luxembourg; Monaco; Netherlands; New Zealand; Norway; Poland; Portugal; Singapore; Spain; Sweden; Switzerland; Taiwan; Thailand; United Kingdom; United States of America.
Please note: We do not ship to Nigeria. There will be no exceptions to this rule.
My country is not on the list. Can you ship to me?
If your country is not listed, it is unlikely that we can ship shoes to you, however, there may be a few destinations that will be an exception.
Please note: We do not ship to Nigeria. There will be no exceptions to this rule.
Why don't you ship to my country?
Due to parcel service rates and our contracts with our parcel firms, it is cost prohibitive to ship to countries not listed above. In some cases, our decision not to provide service to an international destination is due to a lack of viable payment methods, high possibility of fraud or language barriers.
How long will it take to get to me?
Orders take 1 business day (Monday-Friday) to process before they are shipped. So please add this processing time in addition to the normal shipping time. All worldwide orders are shipped by DHL and we will provide tracking/insurance numbers. Shipping times depend on the shipping methods you select. DHL Priority Airmail will be normally 2-10 business days faster.
The time of delivery will depend on your location. We ship international packages once a day, and delivery takes approximately 5 - 30 business days since some packages will be held up in customs in the destination country. Packages for example to the United Kingdom usually arrive in 3-5 business days after shipment. Packages to the United States usually arrive in approximately 7-20 business days.
How much for shipping?
Shipping costs depend on the weight of what you order. The weight of your order will be displayed on your order form in the shopping cart. You can also refer to the following chart to calculate an approximate weight of your package!
You can find out how much the shipping will be simply by checking in the shopping cart and looking at your total. For a full list of rates, please visit the international shipping page.
What type of payment methods do you accept?
The easiest and fastest way to pay is by credit card.
We accept most major credit cards (Visa and Mastercard), PayPal and within europe money orders. No CODs.
All payment information is transferred from your computer to our servers using a secure, encrypted protocol (https).
As part of our ongoing efforts to combat credit card fraud, we may require additional positive identification for international and/or large orders.
What happens if my card is declined?
If your card is declined, normally the page will immediately tell you. If for some reason it does not, we will contact you through E-Mail or over the phone. Once we have contacted you, we will wait up to one week for you to get back to us before we cancel your order.
Can I order without using a credit card?
Yes, you can also transfer the funds to our bank account but only within europe. You can get the information for this payment method by sending an E-Mail to firstname.lastname@example.org or follow the steps during the order process. We also accept payments via Paypal!
Why is my exact billing address necessary?
For security reasons - if we have your exact billing address, we know it is you, the cardholder, who has placed the order. We do address checks on each and every order that comes in and we can not send any order out unless we have the correct billing address. It is also important that you give us your phone number - the same one that your credit card company has listed for you.
Is it safe to pay by credit card over the internet?
We use the most advanced technology available to ensure that your data is protected.
Our site is completely secure and you should have no concerns with safety. All credit card information is transmitted over a secure connection. Also, we have never or will ever sell or share any of the contact information you provide us. Any and all of your personal information is guarded and will only be used to contact you in regards to your order.
I ordered items that were available using the money order option, but when I received my order some of the items were sold out. Why?
We do not hold items for money orders. The reason being most people never send us the money. The quicker you send the money order the more likely the products you ordered will be in stock. In most cases all your items will be available. If an item is sold out, we will issue you a credit that you can use anytime. The next time you order, send us an E-Mail with your new order number and the amount of credit you would like to use.
Fraudulent orders will result in prosecution?
All details regarding fraudulent orders, including the originating ip address of the computer used to place the order, will be turned over to the authorities for prosecution to the fullest extent of the law.
All shoes are 100% authentic??
We do not buy, sell, trade, or deal in fakes or factory variants. Buy with confidence as all the shoes we offer for sale are thoroughly inspected for condition and authenticity.
My order is a gift for someone, can I send it to another address other than my own?
Yes, just enter a different shipping address during the checkout process.
I don't know the right shoe size I need, what should I do?
To view our size chart and for more information, click here.
Given the rare and often vintage nature of our products, all sales are final. No refunds, no exchanges, and, again, unfortunately no exceptions. If you are concerned about sizing for a particular style of shoe, please feel free to email us before your purchase.
Also, older shoes (for example, 1995 or older) may not be suitable for wear and may deteriorate quickly with actual usage. We will carefully note the condition of all of our inventory but cannot assume any responsibility in the case of older, vintage shoes.
How much is the product converted to US-Dollars?
Our prices are displayed in Euro on every article site. If you need them in another currency there are the actual prices in US-Dollar, Pounds and Yen too.
Why should I buy on the Internet?
Shopping at Purchaze.com saves you time and money. In minutes, you can look, shop and complete your purchase without ever leaving your computer.
Where is your store?
Purchaze is located:Dietrichsfelder Straße 17
Phone: 0049 4947 - 91 78 989
How do I go about getting Purchaze to carry and/or review my product?
Please send all unsolicited material to be reviewed to:Purchaze
Dietrichsfelder Straße 17
Include a brief description of what you are submitting along with your contact information on the product. Please remember that we receive massive amounts of material and that it takes time to review it all and we cannot return every item that we receive. Purchaze is very selective with its product and if we are interested then you will be contacted.