All help topics
FAQ
Shipping & Returns
How does shipping work?
When a parcel is shipped, you will receive a shipping confirmation by e-mail with a tracking number that you can use to track your shipment.
Shipping for orders placed by 4 p.m. on weekdays is usually the same day.
Shipping usually takes 1-2 working days in Germany and 3-8 days in the EU.
Is shipping free?
in Germany:
Standard shipping is free for all orders with a purchase value of €49.00 or more. For all other orders, the buyer bears the shipping costs of € 4.95.
Regardless of this, return shipping is always free for all orders.
in Austria, Belgium, Netherlands & Luxembourg:
Standard shipping is free for all orders with a purchase value of € 69.00 or more. For all other orders, the buyer bears the shipping costs of € 7.25.
Regardless of this, the return shipping costs are borne by the buyer.
in EU:
Standard shipping is free for all orders with a purchase value of € 105 or more. For all other orders, the buyer bears the shipping costs of €10.95 with DPD or €13.95 with DHL, irrespective of which the return shipping costs are borne by the buyer.
How do I return an item?
You can return unworn/wrapped items within 30 days of receipt.
Since underwear is a hygiene product, only unopened foils are accepted.
However, as part of our 100% money-back guarantee, we offer first-time buyers a full refund if they aren't satisfied, even after trying on a product. This guarantee can only be used once per customer and applies to only one product from the order.
Our partner for deliveries/returns is DHL. We will credit the purchase amount within 7 days of receiving the returned item.
Free shipping for returns applies to customers in Germany. Items from the Archive Sale can be returned at the buyer's expense.
Return - step by step
1. Contact us by email
Send us a short message to retoure@pckd.de with your order number in the subject line. We will then immediately send you a return label via email (valid in Germany).
2. Pack the item and stick the return label on the package
Print the return label, place the items in the package, and attach the printed return label to the outside of the package. This way, the return shipment is free of charge for you and will be sent to the correct recipient.
3. Submit the return
You can drop off the package at a post office, parcel shop, or DHL Packstation of your choice. Please keep the return receipt until we confirm your return.
Get a refund
After receiving the package, we will credit the purchase amount within 7 days.
How can I complain?
Is your item defective or damaged? We can take care of that. Submit your complaint to contact@pckd.de . Please provide us with the order number and the nature of the defect. We will then contact you as soon as possible to resolve the issue.
Order
How can I pay?
Is online payment secure?
Security is our top priority. Payments through our store are always SSL encrypted. Furthermore, we do not process any payment information and use certified and professional payment services such as Shopify Payments, Klarna, and PayPal.
What payment options can I use?
With Shopify Payments and PayPal, we cover all common payment methods. Customers from Germany can pay by credit card, invoice, or instant bank transfer. Depending on your preferred payment method, you will be redirected to the appropriate payment provider.
How can I redeem a voucher?
If you have received a voucher from us, you can use it on your next order during the ordering process. The voucher code can then be entered in the second step of our checkout process. You'll immediately see the amount that will be charged.
How do I receive my invoice?
If you need a VAT invoice, please contact us at contact@pckd.de . We will send you a copy of your invoice immediately, provided your order has already been processed and shipped
100% money-back guarantee
Risk-free shopping
Wrong size? Didn't meet expectations? We'll gladly refund the full purchase price of your first pair within 30 days. No questions asked!
The guarantee is only valid for a single product from an order and only for new customers.
Background
Many people tell us that our underwear is new, different, or innovative. But we believe that with the Scrotec™ Pouch System, we've simply done men's underwear right. Our design is different, but so is the feel.
Like almost all "firsts," you'll experience a new, previously unknown sensation when wearing pckd underwear. Try your new underwear out in everyday life, during sports, while traveling, etc. Test it thoroughly. We're sure that as soon as you put your old underwear back on, you'll feel the direct comparison and miss the comfort that pckd offers.
Did you order multiple products in your first order?
No problem, as long as you only try on one pair. The first pair is yours to test, jump, squat, run, ask your bestie for feedback...anything you like. We'll give you a full refund for your first pair. Simply return the worn item, along with any other items from your order, as long as the remaining items are in their original packaging and haven't been tried on, worn, or washed.
Product range
What do I need to consider when caring for the products?
We always recommend machine washing at a maximum water temperature of 30°.
Drying in a tumble dryer is not recommended. Products should be air-dried.
Ironing should be done at medium heat (90-120°).
All care instructions can be found on the print on the respective products.
What materials are used?
We only use high-quality materials to manufacture our unique products.
You can choose between lyocell, premium cotton & bamboo (viscose made from bamboo cellulose).
How do the materials differ?
We love both fabrics because they differ greatly in their properties. The cuts for both fabrics are always the same, but the feel is different.
Lyocell
Seductively velvety, quick-drying, airy and elegant.
Premium cotton
Durable, tactile and absorbent.
Bamboo viscose
Softer than soft, breathable and naturally anti-bacterial
