Frequently Asked Questions

How quickly will I receive a response to my inquiry?

We answer messages and emails in the order they are received and usually respond within 24 hours.

Can I change my delivery address after placing the order?

Once the order has been placed, the delivery address can no longer be changed. Our shipping team begins processing within 1–5 business days. If you still wish to make a change, please contact us within 5 minutes of placing your order at support@keller-braun.com providing your name and order number.

Please note that changes are no longer possible once processing or shipping has begun.

How long does it take to process my order?

We usually process and ship orders within 1–5 business days. Many orders are processed within 24 hours, but delays may occur during peak times or holidays.

How long does shipping take?

After processing, your order will be delivered within 1–5 business days by DHL (Deutsche Post). The total delivery time (processing + shipping) is a maximum of 10 business days from the order date.

How can I track my order?

As soon as your order has been shipped, you will receive a confirmation email with a tracking number. This will be activated within 24 hours.

Why is my tracking not working?

Tracking numbers can take up to 24 hours to become active. If your number is not working, please contact us – we will check the status for you.

Will my order be delivered in one package?

Depending on the size of your order, it may be shipped in multiple packages, which may arrive 1–2 business days apart.

What happens if an item is out of stock?

If an item is not available, we will notify you by email. If it is not back in stock within two weeks, we will automatically issue a refund.

I received a damaged or incorrect item – what should I do?

We are sorry that your order did not arrive in perfect condition. Please contact us immediately at support@keller-braun.com with your order number so that we can help.

If the package is visibly damaged upon receipt, please refuse delivery from the courier, if possible.

Can I return my product?

To process a return, please register your request with our customer service team at support@keller-braun.com.
Important: Packages sent to us without prior registration via the portal cannot be accepted.

The customer bears the return shipping costs.
Exception: If you received an incorrect or damaged item, we will cover the return shipping costs and send you a free return label by email to download and print.

Please pack the item in its original packaging. The customer is responsible for proper packaging. Returns without prior contact will not be accepted.

How long is the return period?

Returns are accepted within 14 days of receipt.

In what condition must items be returned?

Items may be worn for trying on, but must be undamaged, unworn (other than for trying on), clean, and in new condition.
The return must be complete and, if possible, in the original packaging.
Please include all supplied accessories, instructions, and free gifts.

Is there a restocking fee?

No, we do not charge restocking fees.

Can I exchange my order?

Yes, all orders can be exchanged. Please contact our customer service to arrange the exchange.

How will I know if my refund has been approved?

As soon as we receive and inspect your return, we will notify you of the status. If approved, the refund will be issued within 5 business days to your original payment method.