Frequently asked questions

Ordering and Service

How can I place an order?

You can log in to our online shop with your customer account and place your order easily. 
You can also email us with your order to b2b@tranquillo-shop.de.

I have forgotten my access data - what now?
The access data consists of your e-mail address and a password. If you have forgotten your password, simply click on "Forgotten password". ​You will then be sent a link to change your password.

Can I also order by phone?
Unfortunately, telephone orders are not possible, but our customer service will be happy to guide you through the ordering process in the online shop if you need help.

Has my order arrived?
After completing your order, you will receive an automatic order confirmation by e-mail, so that you can be sure that your order has reached us.

What does pre-order mean?
Our fashion collection is produced by producers in India, Nepal and Turkey, among others. In order to be able to calculate the quantity to be produced, customers' orders are already taken in the previous season and delivered at the beginning of the current season.​

Can I change my order later on?
​As the orders are sent directly to the warehouse by our merchandise management system, a change is only possible to a limited extent. Please contact customer service as soon as possible so that we can check whether a change is still possible.

How do I handle reclamations?
A document to fill in is enclosed with your package. Send this with descriptive photos by e-mail to our customer service.

Can I cancel my order?
Cancellation is not possible after the confirmed order.

May I use your photos for my promotional purposes?
You may use our photos for your own online shop, as well as for advertising purposes in print form.  Just contact us and we will send you access data for a download.

Shipping and delivery

Where is my parcel?
As soon as your goods are handed over to the shipping service provider, you will receive a notification with the shipment tracking by e-mail to the e-mail address you have provided.

What do I do if my package does not arrive?
If your parcel does not arrive after a reasonable time and the tracking system does not provide any information, please contact our service team.
→ b2b@tranquillo-shop.de

Why haven't all the items arrived?
​Unfortunately, it can happen that some items are already out of stock or the delivery is still awaited. As soon as the items are available, they will be delivered to the customer free of shipping costs.

Payment

What payment options are available?
You can pay in advance, by invoice, direct debit, PayPal or credit card.

How do I change my payment method?
Please contact our service team →b2b@tranquillo-shop.de

How will I receive my invoice?
The invoice will be sent to you by e-mail after the goods have been dispatched. If you need a copy of it, you can also download it from your customer account.

What happens to my credit?
The credit from credit notes is credited to your customer account and can be deducted from future open invoice amounts. If you pay by direct debit, the credit will be automatically transferred to you or offset.​