How can I order?

In our B2B online shop you can log in with your customer account and order easily.
You can also send us an email with your order to b2b@tranquillo-shop.de .

I forgot my login details — what now?

You don't need a traditional password to access the B2B shop. Instead, you'll receive a one-time link via email that you can use to log in securely. Simply click "Login" and request the link there.

Can I also order by phone?

Unfortunately, orders cannot be placed by telephone, but our customer service will be happy to guide you through the ordering process in our online shop if you need assistance.

Has my order arrived?

After completing your order, you will receive an automatic order confirmation by email 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. To ensure production quantities are calculated, customer orders are taken during the previous season and delivered at the beginning of the current season.

The minimum pre-order value per collection is €500 net.
Follow-up orders will be accepted starting at €200 net.
Processing fee for follow-up orders under €200 net: €10

Can I change my order later?

Since orders are sent directly to the warehouse via our inventory management system, changes are only possible to a limited extent. Please contact customer service promptly so we can check whether a change is still possible.

How do I deal with complaints?

Your package will contain a form to fill out. Please email it to our customer service team along with relevant photos.

Can I cancel my order?

Once the order has been placed, cancellation is no longer possible. Refusal to accept or pay will result in a contractual penalty of 15% of the net order amount.

May I use your photos for my advertising purposes?

You are welcome to use our photos for your own online shop, as well as for advertising purposes in print. Just contact us, and we'll send you access data for downloading them.

You can find further information on our page: Conditions

Where is my package?

As soon as your goods are handed over to the shipping service provider, you will receive a notification with the shipment tracking by email to the email address you provided.

What do I do if my package doesn't arrive?

If your package does not arrive within a reasonable time and the tracking information does not provide any information, please contact our service team at → b2b@tranquillo-shop.de

Why didn't all items arrive?

Unfortunately, it may happen that some items are already out of stock or are still pending delivery. As soon as the items are available, they will be reshipped to the customer free of charge. Shipping costs apply once per order. We reserve the right to make partial deliveries.

You can find further information on our page: Shipping

What payment methods are available?

You can pay us in advance, by invoice or SEPA direct debit.

How can I change my payment method?

Please contact our service team → b2b@tranquillo-shop.de

How do I receive my invoice?

The invoice will be sent to you via email after the goods have been shipped. If you need a copy, you can also download it from your customer account.

What happens to my credit?

The credit from credit notes will be credited to your customer account and can be deducted from future outstanding invoices. If you pay us by direct debit, the credit will be automatically transferred or offset against your account.

You can find further information on our page: Payment methods