FAQ
What do you want to know? 😎 Don't worry, we have already answered the most frequently asked questions. But if you miss something, don't hesitate to contact us. We are always ready to help you and clear up any uncertainties. Because with us, no question remains unanswered!
Generally
WHO IS BEHIND WE•TRST?
Behind WE•TRST is Sandro, Arina and Michael - a team of fashion enthusiasts who have made it their mission to bring people closer together through our clothing. Our goal is to connect people and make the world a better place. We firmly believe that clothing speaks a language that everyone understands. With our fashion we want to help you express your individual style while connecting with others. For us, it's not just about selling clothes quickly - for us, long-term relationships with our customers are our priority. Because only if you are happy with our products will we be too. We look forward to working with you to create a world of style and connection!
WHERE DO YOUR CLOTHES COME FROM?
Our clothes are produced in Portugal, more precisely in a factory in Braga. We consciously chose this production facility because it gives us the opportunity to produce our clothing under fair conditions.
HOW CAN YOU ENSURE THAT YOUR CLOTHES ARE PRODUCED FAIRLY?
We only work with certified production facilities that share our values and are committed to producing fairly and sustainably. Our production in Braga is also subject to European labor law, which requires fair pay.
DO YOU USE SUSTAINABLE MATERIALS?
Yes, we make sure that we use sustainable and environmentally friendly materials. Our garments are made from organic cotton or recycled materials. We want to keep our ecological footprint as low as possible and therefore rely on materials that are as gentle on the environment as possible.
WHAT DOES “SUSTAINABLE AND FAIR” PRODUCTION MEAN?
For us, “sustainable and fair production” means that we not only pay attention to ecological sustainability, but also to social sustainability. This means that when producing our clothing, we pay attention to environmentally friendly and resource-saving production and at the same time ensure that our workers are paid fairly and work under safe conditions.
shipping
WHERE IS MY PACKAGE?
Probably still on the way. – Your package will leave our warehouse approximately 48 hours after you place your order. Depending on the delivery destination, delivery can take up to 14 days. In Switzerland usually 1-2 days.
WHEN WILL MY PACKAGE ARRIVE?
Please give us some time to prepare your order for shipping. We usually ship orders within 48 hours, but some orders may take a little longer. We will then hand the package over to our shipping partner, who will bring it to you as quickly as possible.
WHAT CAN I DO IF I ORDERED TO THE WRONG ADDRESS?
If you have already placed the order, unfortunately the delivery address cannot be changed subsequently. If you have not yet received a shipping confirmation, please contact us immediately by email ( order@we-trst.com ) so that we can adjust the order if necessary.
HOW CAN I CHANGE OR CANCEL MY ORDER?
Once an order has been completed, it can no longer be changed. However, as long as the order has not yet been shipped, you can cancel or adjust it. Please contact us by email ( order@we-trst.com ).
Returns & Complaints
CAN I RETURN MY ITEM?
You can return items at your own expense within 30 days of receipt. After this period has expired, a return is no longer possible. We will refund the purchase amount within 14 days of receiving your package. If you would like to send something back, please contact us by email ( order@we-trst.com ) with your order number. The purchase amount will be credited back to the payment account you used.
Are you not completely satisfied? A pity! We are sorry that we could not convince you of our product. Maybe next time? – But we would be very happy if you would send us back anything you don’t want to keep.
This is how you do it:
1.) Register the shipment
Please email us at order@we-trst.com to record your return. As soon as we have recorded your return, you will immediately receive the return slip from us. Please print this out, fill out the relevant fields and include it in your package.
2.) Pack up
Put the product you want to return to us back in the box. Be sure to include the certificate and the return slip; without a certificate we cannot refund your order. In any case, the money will be paid back. If you prefer an exchange, you can simply buy the new product again in the shop.
3.) Send it off
Just write this address on the package:
WE.TRST Europe GmbH
Sonnentalstrasse 8
9410 Heathens
Switzerland
The return shipping costs are your responsibility. We cannot yet afford a pre-financed returns process. Unless the error is ours, we will refund you the shipping costs and send you your desired product again (if it is still available). – Keep the receipt issued by your shipping partner. – Simply mention the circumstance in the registration email (order@we-trst.com) with a short explanation and order number.
4.) You will get your money back
As soon as we have received your return, it will be checked for completeness. This means we check whether the product is in perfect condition, all tags/plates and the certificate are present. We will then transfer your money back to you within 14 days using your chosen payment method. If this is not the case, we reserve the right to issue a refund. You can find out more about this in our terms and conditions .
HOW DO I GET MY MONEY BACK?
Your return will always be credited according to the payment method you chose when ordering. After we have refunded the amount, the credit should be credited to your payment account within 5 business days. However, this depends on your chosen payment company and can vary greatly.
WHY HAVE I NOT BEEN REFUNDED FOR ALL ITEMS?
We are sorry if something did not go to your satisfaction. If your order is not complete, we reserve the right to issue a refund. In any case, please contact us by email ( order@we-trst.com ).
WHERE (OR HOW) CAN I COMPLAIN?
We're sorry. We also make mistakes that we would like to find a solution for with you. Please contact the following email address: order@we-trst.com . We ask that you provide as complete information as possible so that we can examine the complaint quickly.
HAS MY RETURN ARRIVED?
After we receive your return, we will check which items were returned - only then will we confirm receipt of the return by email. Therefore, it may take up to 14 days for you to receive confirmation of your return with refund details.
WHERE IS MY RETURN CONFIRMATION?
If it has been longer than 14 days since your return, please contact us by email ( order@we-trst.com ). Please let us know your order number and date.