Pretty much all of them.
Visa, Mastercard, American Express, Carte Bleue… For AMEX you just need
to make sure that the billing address matches with your AMEX account.

The transaction is made the moment you order, whether it is for a preorder or a stock item. After that it depends on your bank, generally the debit itself takes 1-3 days.

We
unfortunately can’t accept PayPal as it’s not compatible with
preordering. PayPal’s “buyer’s protection” means that delivery has to be
made within 30 days which isn’t possible for a lot of our preorders.
Our team is currently trying to find a solution or an alternative for
you.

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

Nice
one. It’s more convenient, better for the environment, and we’ll also
refund you the saved shipping costs. Get in touch with us here, and we'll take care of grouping your orders together.

All you need to make sure of is:

• That none of the orders have already been sent. You’ll have received an email and text if any of them have.
• That
  it's the same product. For example, we can group two T-Shirt preorders
  together, but we can't group a T-Shirt order and a Jacket order
  together. Each preorder is produced and shipped separately.
• Your
  orders are all available to be delivered at the same time. Remember
  that preorders and items from stock have different waiting times.
• That they are all going to the same address.

No problem. Select the colour and size, click on Preorder and then Continue Shopping. Your item will be added to your basket and you can head over to the next item you want. Any selection will stay in your basket so even if you close the browser it should be waiting for you when you return if the preorder is still open.

Head
to your order confirmation email we sent you after you preordered and
you’ll find it. Failing that you can also find it on your customer
account under “My Wardrobe”.

There are 2 likely reasons for this:

• You
  went on “Coming Soon” and signed up to “Notify Me” without ever
  actually placing a preorder. “Notify Me” lets you know when the preorder
  is live so you can, well - preorder. To place an order you need to head
  to the E-Shop once the preorder is live and checkout. We know the way
  we work is unusual, sorry that you were confused by this and missed out.
  If you keep an eye on “Coming Soon” that item will probably come back
  round if it was popular.
• A
  typo crept into your email address so you haven’t received a
  confirmation email and your order doesn’t appear in your customer
  account on our site. Send us a message here and we’ll sort it out.

Invoices are available in your customer account on our website. To download one, select your order and click “print the invoice”.

You can do so here. Once you have chosen the amount of your Gift Card and placed the order, you will receive two emails:

1. The order confirmation email, with your name and the price of your order,
2. Then a second email with the Gift Card.

Shipping to all European Union countries, the UK, Switzerland and Norway costs 4€, 6€ or 9€ depending on the item.

Quite
simple here, depending on the item’s price (and the fee is the same
whether you preorder 1 or several pieces of the same item)

• For items priced under 29€: 4€
• For items priced between 29€ and 49€: 6€
• For items priced above 49€: 9€

For deliveries to other European countries, the cost is 15€. These
include Albania, Andorra, Armenia, Azerbaijan, Belarus, Belorussia,
Bosnia and Herzegovina, Georgia, Iceland, Kosovo, Lichtenstein, North
Macedonia, Moldova, Monaco, Montenegro, Russia, Saint Martin, Serbia,
Turkey, Ukraine, Vatican City.

Delivery to any other country is charged at 25€.

Satisfied or money back

If
you don't like the product, you have 14 days to return it. A return
guide will be slipped into each package with all the necessary
explanations. Alternatively you can go through your customer account.

If
you need to change the size, no problem. Return your product and we’ll
do it within a few days, all at our expense. Once we’ve received the
item(s), we either make an exchange or a refund. It's up to you.

How long does it take to deliver my order?

When
a product is offered through a preorder, it is not yet produced. So we
need a certain amount of time to produce it. The estimated delivery date
is included in the product information and your order confirmation
email. We do everything we can to ship it to you as soon as possible.
This can take a few weeks, and sometimes several months depending on the
product and how soon you placed your order.

Once
the package is shipped by the courier service, the expected delivery
time is 5-7 days for the UK and up to 11 days for countries outside the
EU.

If you placed a preorder on our website, you can find the estimated
delivery date on your confirmation email, as well as on your Asphalte
account.

If you can't find the delivery date anywhere, that's probably because you
placed an order via our Facebook Shop. Get in touch with us here and we'll tell you when you can expect to receive your product.

If your order hasn't been shipped and you'd like to change the delivery address, send us a message here with your name, order number and the new address you’d like your order to be delivered to. We'll make the change for you.

Also, when your preorder is getting ready to ship you will receive an email
that allows you to also change your delivery address. Don’t forget to
check your spam if you can’t see it in your inbox.

Your order should have arrived, but it still hasn’t showed up. This will probably be 1 of 2 things:

• Something's
  happened in production, it’s taking longer than anticipated. In this
  case, you should have received a heads-up on this by email, check your
  inbox and spam.
• You haven’t received any emails about this from us. In this case get in touch with us here so we can take a closer look.

Everything suggests that your order has been safely delivered but you’re still yet to clap eyes on it. These things happen when the courier tries to deliver but can’t find you. Likelihood is that they left your parcel with a neighbour or a local drop-off point, it’s worth asking because it won’t be far.

If your detective work leads nowhere get in touch with us here and we’re here to help. Please let us know the situation and the tracking number.

To resend your order on a signed-for service or even a full refund, we need you to send us 2 things via our contact form:

• A signed declaration on your behalf
• A photocopy of your passport or ID card

Here's an example of a declaration:

First name, Last name - Address - Postal Code, City - Phone number

To: Gabriel Stunz Design, Offenbacher Landstr. 368 Geb C EG. Li. 60599 Frankfurt am Main - Germany

Location, Date

Subject: Legal Declaration

To Whom It May Concern, 

I,
Mr/Ms/Mrs (NAME), residing at (ADDRESS), hereby confirm that the
package sent from Gabriel Stunz Design has not been delivered as indicated by the
delivery tracking.

I am aware of the penalties incurred for making a false declaration.

This certificate is issued to serve any purpose that might be required by Gabriel Stunz Design.

Signature

Our products are mostly made in Europe, so they are considered preferential origin.

What does that mean exactly?

- When you place an order on our website, you will pay the VAT.

- You will receive your order without any problem and at no additional cost to you.

You therefore shouldn't have to pay any customs fees. If you have any questions, please get in touch with us here.

Unfortunately, we cannot put aside an order in our warehouse to send it later on. Once
the product arrives in our warehouse and is ready for shipment, it
cannot be held and shipped at another time, because in our logistics
system we have no way of notifying that we need this order to be sent at
a later time.

You can request a return here within 14 days of receiving your items. You can change the page’s language by selecting an option in the top right corner.

For more details please see our terms and conditions, here.

• Items to be returned or exchanged must be in perfect condition, with labels and original packaging intact.
• Returns
  are free for the following countries: France, Germany, the United
  Kingdom, Switzerland, Austria, Belgium, Denmark, Spain, Estonia,
  Finland, Greece, Ireland, Italy, Lithuania, Luxembourg, Malta, the
  Netherlands, Poland, Portugal, Slovakia, Sweden, Czech Republic, and
  Monaco.
• If you are based elsewhere, the
  return costs will not be covered by Gabriel Stunz Design. You can select the carrier
  of your choice (see the address below).

Once a return request has been made, you will receive a QR code by email.
Just slip this into your parcel and bring it to your local post office.

Your order will be refunded or exchanged within 14 days. If
you don't quite understand the amount refunded or if you still haven't
received your exchange/refund after 14 days, get in touch with us here.

Of course. We know it's not always easy to choose the right size when ordering online.

It's very simple! Request a return here (you can change the language in the top right corner) and add "RR" in front of your order number. For example: RR123456.

If it doesn't work, get in touch with us here so we can help.

We only refund the card that was originally used when you placed the order.

If you've had a replacement card issued for the same account, then the refund should be making its way to you as we speak.

If
your account is closed, or you've had a replacement card and the refund
still isn't appearing in your account after 10-15 days, we’d suggest
you contact your bank. They’re probably holding the funds for you and will be able to arrange a transfer to your new account.

If
you've changed banks, please contact your bank to inform them of the
incoming refund. They should be able to reroute the payment.

If you need to get in touch with us, please just click here.

You can request a return right here (you can change the language in the top right corner).

You will then receive a label to use to return your order as well as customs documents via email.

We
know this paperwork can be confusing, we're sorry about that! But
following Brexit this is what we have to do now. You'll find:

1. The return label, to stick on the outside of the parcel.
2. A QR code
   that goes inside the parcel. Our logistics team will scan it after
   opening your parcel and they will know if it's a refund or an exchange.
3. Sometimes there will be several pages of customs declarations and the commercial invoice.
4. The CN23 page (usually at the very end). The top part of the page looks like this:

Please
date and sign the form. There's one part that goes inside the parcel,
and another that you have to stick on the outside of the parcel. Customs
will have a look at the document on the parcel, but if it gets lost
they will have access to the one inside.

If you have any questions, please get in touch with us here.

Most
faults are so discreet that they pass our quality control undetected.
On the rare occasion they do happen, they’re often only picked up once
the item’s worn. So you put it on and bang - there’s the fault.

If this does happen to you, please fill in this questionnaire and we’ll sort it out asap.

It's not necessarily a mistake, it's what we call size tolerance.

⁠Size tolerance is the difference in measurement between our technical manufacturing file and the final product, that we allow.

Why?

• During
  production, not all materials react to different dyeing processes in
  the same way. When that happens, sizes may vary between colours (between
  1 or 2cm). Dyeing darker colours may shrink the material a little more
  than lighter colours, because we heat the dye at a higher temperature so
  that it penetrates deeper into the fiber ⁠⁠so it holds up better.
• Fabric
  is a flexible material. So to make sure it stays the same and doesn't
  shrink, we let the fabric rest between 24 to 48 hours before cutting it
  with the pattern. But this rest time is not an exact science.
• Most of the time, fabrics and products are made by real people. Not robots. And to err is human.

These are three reasons why sometimes two of the same products don't have exactly the same measurements.

You
can of course exchange your item but there's no guarantee that it’ll be
any different with the replacement. Or you can return it for a refund
if you really don't want to keep your product. You can find our return
guide here and request a return right here (you can change the language in the top right corner).

This
can happen, we’re talking about textiles after all. There’s always an
agreed tolerance when making clothes which can lead to small variations
in sizing between our technical specs and the final garment made. This
is because of the different stages that a garment goes through when it
is made:

1. The
   dyeing process: the greater the temperature of the fabric, the better
   the colour fixes to the textile. Depending on the colour this process
   varies and affects the textile in different ways. In general, darker
   colours are more prone to shrink textiles during this process than
   lighter ones.
2. The
   fabric: all fabrics respond to their environment and how they are
   handled. To ensure that they are as stable as possible they are left to
   “relax” for 24-48h. It’s an effective technique but not exactly a
   precise science.
3. And
   lastly: the human factor. Most of the time, our garments are made by
   people and not robots. That’s right - good old human error. Best to be
   forgiving and find a solution.

If you can’t wear it or feel that you wouldn’t wear it, please return it to us, click here for instructions.

If you have already
ordered on Asphalte.com and your email address doesn't work when you
try to log in, that probably means your account is not activated and you
simply ordered as a guest.

Unfortunately, we are unable to merge two existing accounts. You can therefore choose one of your accounts to place all your Asphalte orders!

For
legal reasons we can’t change a billing address after an order, French
tax law does not allow it. We can change the delivery address though, so
if you need to do message us here.

All you have to do is log into your account. You can find all your previous orders in the "My wardrobe" section.

If you can't see them all, don't worry - you might have ordered before with a different email address.

And if you can't log in, that probably means your account is not activated. You can activate it here.

How does it work? Once
you’ve placed your first order with us, you’ll be given a unique
referral code which you can find in the referral section of your
customer account. You’ll be able to share it with your friends and
family.

They
then just need to paste it into the “discount or gift card code” window
at checkout to get 15€ off on their first order of 50€ or over,
excluding shipping.

Your referral balance will be automatically credited with 30€
as soon as the person you referred makes their first order using your
unique referral code. We’ll also send you an email to let you know the
moment this happens.

How to use your referral balance? You’ll
find your referral balance code in the balance section of your customer
account. All you need to do is copy and paste it into the “Discount or
Gift Card Code” window at checkout.

The
only constraints are that your balance cannot be used towards shipping
costs (logistical nightmare, sorry) or combined with a gift card.

How to get referred? You
can ask existing Asphalte customers you know to refer you. They would
then need to share their unique referral code with you. Or you can
become an Asphalte customer and start referring people yourself.

When
you’re at checkout ready to place your first order, paste your friend’s
unique referral code into the “Discount or Gift Card Code” window
before placing your order. The order has to be of a minimum of 50€,
excluding shipping fees. 

If you forgot to enter the unique referral code shared with you, no worries, just send us a message here and we’ll refund you 15€ and credit the person who referred you with 15€.

You’d be forgiven if you mistake some of these for ancient Egyptian hieroglyphics, if so
here’s our Rosetta stone to make sense of them all.

Review our Symbols here

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