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FAQ ABOUT SHIPPING

 

Austria: Standard shipping

The cost for standard shipping within Austria is € 5.00. You will receive your order within one to three business days after order placement (weekends and holidays not included). Delivery may take up to four working days in distant areas.

All standard deliveries ship Austrian Post AG or well-known parcel services.

You will receive an automated email from us when your order has been released to the parcel service provider.

 

Standard shipping EU

Shipping costs of € 12.30 apply for standard shipments to the following European countries:

Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, the United Kingdom.

Our packages within the EU are shipped using well-known parcel delivery services. We will send you an email with a tracking number when your order leaves our distribution center.

You will receive your order within approximately 3 to 5 business days after order placement (weekends and holidays not included).

Your order will be delivered between 0900 and 1700 hrs. A signature is required for your delivery to be released.
Unfortunately, premium shipment within Europe is not available at this time.

 

Information for international deliveries

Our international packages are shipped using well-known parcel delivery services. We will send you an email with a tracking number when your order leaves our distribution center. You will be able to check the status of your package at any time.

ou will receive your order approximately 5 to 7 business days after placing it (weekends and holidays not included).

Additional information is available in our General Terms and Conditions.

 

Has my order been shipped?

You will receive an automated email from us when your order has been released to the parcel service provider.

 

I received a wrong item in my order. What should I do?

If you received a wrong item, please contact our customer service center at kundenservice@truelegends.at. Our team will be happy to assist you.

 

How does your delivery service work?

If you are not available when delivery is attempted, then a notification card will be left with additional details. As an alternative, your order may also be left with a next-door neighbor.

 

Tariffs, taxes, and duties

Deliveries within the EU are shipped DDP (Delivered Duty Paid). This means that all tariffs, taxes and duty, including any applicable value added taxes, are already included in the total price.

Deliveries outside of the EU (including the British Channel Islands) are shipped DDU (Delivered Duty Unpaid). This means that all import tariffs, taxes, and duty are your responsibility and must be paid by you.

These fees are collected by the customs authorities in the destination country of your order. In certain cases, you will need to supply additional information to ensure delivery. Please contact your local customs authority for additional information.

 

Will value added tax (VAT) be included?

As an Austrian company, we calculate and include VAT for all orders submitted on TrueLegends.at in Austria, within the European Union, and in all other countries.

Deliveries within the EU are shipped DDP (Delivered Duty Paid). This means that all tariffs, taxes and duty, including any applicable value added taxes, are already included in the total price. Deliveries outside of the EU are shipped DDU (Delivered Duty Unpaid). This means that all import tariffs, taxes, and duty are your responsibility and therefore must be paid by you.

These fees are collected by the customs authorities in the destination country of your order. In certain cases, you will need to supply additional information to ensure delivery. Please contact your local customs authority for additional information.

 

Returns

How much time do I have to return the item for online orders?

All items ordered online can be returned for a full refund of the purchase price within 14 days or exchanged for the same item in a different size within 28 days. All returned items must be in their original conditions.

If you would like to purchase a different item, then a new order must be submitted. Customers returning items for a full refund after 14 days will receive a gift certificate in the amount of the purchase price.

Returns will not be accepted after 28 days.

 

How can I return an item within Austria?

If you would like to return an item which was ordered within Austria: fill out the return form, include it in the package, attach the return label on the front of the package, and drop it off at your nearest post office.

If you have lost the return form, or have not received one, then please log in to our site, select “My Account”, “My Orders”, and print out the return form. Shipping costs for the return are your responsibility unless you received the wrong item or if it was damaged when received.

 

I cannot log into my account – how do I prepare a return shipment?

If you cannot log into your account, please contact our customer service department at kundenservice@truelegends.at

 

I returned an item from my order, but my return has not been processed yet.

Please check the tracking number to verify that your returned package has already been received in our processing center.

Our goal is to process your returns within 48 hours of receipt of the package. If you have not been contacted after 48 hours, then our customer service department will assist you. They can be reached by email at kundenservice@truelegends.at.

If your return package is still in transit, or if you have not received a tracking number, please contact the postal company and/or the courier service.

 

I wanted to exchange an item, but I received a refund instead.

If an item is no longer available, then you will automatically receive a refund.

If we are not able to provide a refund requested by you for a returned item, then you will receive either an exchange or a gift certificate.

For additional questions, please contact our customer service by email at kundenservice@truelegends.at .

 

My True Legends account indicates that the refund has already been processed, but I have not received the money.

In this case, please contact your financial institution. Please note that it may take up to six days to receive a refund.

Our customer service department will be happy to answer any additional questions and can be contacted by email at kundenservice@truelegends.at.

 

PURCHASING

 

Do I need a user account to make a purchase?

No, you can also place an order with a temporary guest account or with your Facebook login. When using your Facebook login, you will automatically receive information about all news, discounts, and coming events. If you need assistance, please contact our customer service department by email at kundenservice@truelegends.at.

 

I am not sure which size I should order.

Our customer service department will be happy to assist you and can be contacted by email at kundenservice@truelegends.at.

 

How do I find out about new products, discounts, and sales?

The best way to stay up-to-date is with our newsletter. Set your customer account accordingly and be the first to receive our latest news. You can also follow us on Twitter, Facebook and Instagram.

 

How can I pay for my order?

We accept immediate transfer, Visa, MasterCard and PayPal.

 

In which currency can I pay for my order?

You can pay with EUR (€).

 

How do I change my account data?

Change your personal data quickly and easily by going to “My Account Data”.

 

How can I cancel my order?

Please contact our customer service department by email at kundenservice@truelegends.at to cancel an order. The items which you would like to return must be sent to our processing center where they will check to determine if a refund is possible. You will be responsible for paying the shipping costs for returns within Austria and Europe.

 

The item which I wanted to purchase is sold out – when will it be available again?

Unfortunately, we cannot predict if and when a sold-out item will be available.

Items from past seasons and collections are generally no longer available.

 

Where can I purchase an item which I saw in a True Legends campaign or in the press?

All of our items are available online at www.truelegends.at.

Contact our customer service department by email at kundenservice@truelegends.at – our team will be happy to assist you!

 

Can you confirm the authenticity of True Legends items?

Authentic True Legends items are sold exclusively online through our website www.truelegends.at. They are not sold on eBay or other auction sites. Therefore, we cannot verify the quality or authenticity of True Legends products which are offered on these sites.

 

Can I have an item shipped to a store and try it on before I purchase it?

Unfortunately, it is not possible to ship items to a store. We will provide a full refund if you do not wish to keep the item and return it within 14 days (after receipt). Please note that you will be responsible for the return shipping costs.

 

What happens when an item which I have purchased is sold out?

If an item which you purchased is sold out, then it will not be replaced by a different but similar item. You will, of course, not be charged.

For additional questions, please contact our customer service department by email at kundenservice@truelegends.at. Our team will be happy to assist you!