Frequently Asked Questions

Modifications are usually possible until the order has been dispatched. If you wish to change your shipping address, other order details, or cancel your order, please click to contact us and include:

• Your order number
  
• Your current shipping address (for verification)
  
• The updated address / name / email, or a note that you wish to cancel
  

Orders that have already been shipped cannot be guaranteed to be modified.

Order confirmations are sent immediately after purchase.

If you have not received yours:

1. Check your spam/junk folder.
   
2. Confirm that you entered the correct email address at checkout.
   

If there is a typo in your email, please click to contact us, including:

• Your order number
  
• Your shipping address (for verification)

We will then correct your email address and send you a new order confirmation.

We sincerely apologize if this occurs. We take great care to ensure that every order is prepared with precision.

If you received an incorrect item, please send an email to support@sterlingz.de, including:

• Your order number
  
• A photo of all items received
  

Our team will review your case and provide a solution promptly.

Please first check the tracking information to see exactly where your package was delivered.

• Check if it was left with a neighbor or at a safe location.
  
• If needed, contact the shipping carrier directly to verify delivery.
  

If you are still facing an issue and cannot resolve it with the carrier, please click to contact us, including your order number and a confirmation that you have contacted the shipping carrier.

We will immediately initiate an investigation and get back to you with a solution as soon as possible.

All orders are dispatched from Germany, usually via DHL or UPS. Exact carrier, shipping cost, and delivery time are displayed during checkout after entering your full address.

Germany: 1–3 working days

Europe: 2–5 working days

Rest of the world: 4–10 working days

Exact delivery estimate is shown at checkout. Orders are usually dispatched within 1–2 working days.

For reservations or special releases, shipping times may vary and will be indicated on the product page.

Once your order has been shipped, you will receive a tracking link via email.

If you have not received it:

• Please check your spam folder
  
• Verify that you entered the correct email address at checkout
  
• Click here to log in to your account and view your current order status.
  

If you still have not received any tracking information, please check whether your package is already scheduled to be shipped. Shipping times can vary depending on the product.

For reservations or special releases, shipping times may vary and will be indicated on the product page. Please review the product page carefully to see if specific shipping information was provided.

There are several possible reasons why your order has not yet been shipped:

• The stated processing time has not yet passed (which is usually 1–2 business days)
  
• The item is part of a reservation or special release (shipping times are indicated on the product page)
  
• There may be a delay due to high order volume
  
• Your payment is still being processed or reviewed
  

Please make sure to check the product page for specific shipping information and log in to your account to view the current order status. If the indicated shipping time has already passed, feel free to contact us here.

You have a 14-day right of return from the day you receive your order.

A detailed step-by-step return and exchange guide can be found here:

Returns or exchanges are possible under the stated conditions.

Return shipping costs must be covered by the buyer.

If you would like to exchange an item for a different size but the desired size is currently sold out on the website:

• Please mark “Exchange” on the form mentioned in Step Two of our return instructions.
  
• Indicate clearly which size you would like instead.
  

If the requested size becomes available or an exchange is possible internally, we will arrange it accordingly.

If an exchange is not possible, we will contact you.

Should no suitable solution be found, a full refund will be issued.

We sincerely apologize if this occurs. We take great care to ensure that every order is prepared with precision.

If you received an incorrect or defective item, please send an email to support@sterlingz.de, including:

• Your order number
  
• A photo of all items received
  

Our team will review your case and provide a solution promptly.

You can find detailed information about our sizing and measurements here:

This includes our size recommendations and guidance to help you choose the best fit.

Garments are produced by experienced manufacturing partners under fair working conditions, with a strong focus on handcrafted details and premium quality.

Follow the care instructions on the garment label to ensure longevity and maintain its quality.

Our pieces are always strictly limited and some pieces are even never restocked.

When or if something restocks is in most cases not guaranteed.

Join our exclusive WhatsApp Channel to be the first to be notified about new collections or restock info.

We aim to respond within 24 hours.

Your message will be handled as quickly as possible.

Client Care Contact