Frequently Asked Questions
Answers to the most important questions about ordering, shipping and returns.
Orders
How can I place an order?
Select the desired product in the shop, add it to your cart and follow the checkout process. You will be guided through all steps – from entering your address to payment.
Which payment methods are accepted?
We accept credit cards (Visa, Mastercard, American Express), Apple Pay and Google Pay. All payments are processed securely through our payment provider SumUp.
Can I change or cancel my order?
As long as your order has not yet been shipped, you can contact us to make changes or cancel it. Please send an email to mail@simonebecke.com with your order number.
Will I receive an order confirmation?
Yes, immediately after your order you will receive an automatic confirmation by email. Please also check your spam folder if you have not received an email.
Are the prices inclusive of VAT?
Yes, all listed prices are final prices and include the statutory VAT. We participate in the EU One-Stop-Shop (OSS) procedure. Shipping costs are displayed separately in the cart and at checkout.
Shipping & Delivery
Where do you deliver?
We deliver throughout the entire European Union. Shipping costs vary depending on the destination country and are shown to you before completing your order.
How long does delivery take?
Delivery typically takes 3–7 business days within Austria and 5–10 business days for other EU countries. Shipping is handled by Austrian Post or DPD. For handcrafted custom pieces, delivery may take longer – we will inform you in that case.
How much does shipping cost?
Shipping costs depend on the destination country. Shipping within Austria costs €5.90, to Germany €9.90 and to Switzerland €35.80. Orders over €400 qualify for free shipping. The exact costs for your country are shown at checkout.
Can I track my shipment?
Yes, once your order has been shipped, you will receive a shipping confirmation by email with a tracking link. You can check the status of your delivery at any time.
What happens if I am not at home?
The carrier will usually leave a notification with information about pickup or a second delivery attempt. If you have questions, please contact the respective carrier (Austrian Post or DPD).
Returns & Exchanges
Can I return ordered items?
Yes, you have a 14-day right of withdrawal. The period begins from the day you received the goods. For more information, please see our withdrawal policy.
How does a return work?
Contact us by email at mail@simonebecke.com and let us know which items you would like to return. We will then send you all the necessary information for the return to our address: Simone Becke e.U., Josef-Herold-Straße 12, 6370 Kitzbühel, Austria.
Who bears the cost of return shipping?
In the case of a withdrawal, you bear the direct costs of return shipping. For defective or incorrectly delivered goods, we will of course cover the return shipping costs.
How quickly will I receive my refund?
After receiving and inspecting the returned goods, we will refund the purchase price within 14 days. We use the same payment method that you used for the original transaction.
Can I exchange items?
A direct exchange is unfortunately not possible. Please return the unsuitable item and place a new order for the desired item.
Does the right of withdrawal apply to all products?
The right of withdrawal does not apply to individually manufactured goods that are tailored to your personal needs. This applies to custom-made and personalised garments.
What is the difference between a return and a complaint about a defect?
A return (withdrawal) is your 14-day change-of-mind period – the item must be unworn and undamaged, and you bear the return shipping costs. A complaint about a defect concerns a fault in the material or workmanship: here the statutory guarantee of two years from receipt applies. We remedy the defect free of charge by repair or replacement, otherwise you receive a price reduction or a refund – including all shipping costs. More on this at Legal Guarantee.
Products & Care
Are all products handmade?
Yes, all our garments are lovingly handcrafted in Kitzbühel. Each piece is unique, made with the highest quality and attention to detail.
How do I properly care for my garments?
Care instructions can be found on the sewn-in label of each garment. Generally, we recommend hand washing or a gentle wash cycle at low temperature. For silk and leather, we recommend professional cleaning.
What do the size labels mean?
Our sizes correspond to standard European clothing sizes. If you have questions about the right size, please contact us – we are happy to advise you individually.
What materials are used?
We exclusively use high-quality materials such as fine silk, cashmere, premium leather and selected fabrics. Details about the materials used can be found with each product in the shop.
Contact & Service
How can I reach you?
You can reach us by email at mail@simonebecke.com or by phone at +43 676 4903040. We aim to respond to all enquiries within 24–48 hours.
Do you have a physical store?
Yes, visit us at our atelier in Kitzbühel at Josef-Herold-Straße 12, 6370 Kitzbühel. Current opening hours can be found in the menu on our website. We look forward to your visit!
Do you offer custom-made pieces?
Yes, we offer custom-made pieces and individual alterations upon request. Please note that the right of withdrawal does not apply to individually manufactured products. Contact us for a personal consultation.
Where can I find the legal information?
All legal information can be found on our website: the Terms & Conditions, the withdrawal policy, the privacy policy and the legal notice.