FAQ

CONTACT

How can I get in touch?

You can email us on customercare@lstnr.com or use our Contact Form to get your message forwarded to the right person straight away.

Who do I contact for partnership or press enquires?

Find out more about our partnerships and who to talk to on our Press page.

I want to work at LSTNR. How do I apply?

We applaud you for your great choice of desired employer! Have you discovered our LSTNR Jobs page yet? Our open positions will be posted there or send us your spontaneous application via email to jobs@lstnr.com.

ORDERS

Do you have a minimum order amount?


No, we don’t, we are available for you regardless of the size of your shopping basket. Also, standard delivery is free within Germany on orders over 100€. Always be mindful and help us reduce packaging and transportation by grouping as many items as possible within the same order, rather than placing many different orders. PLEASE NOTE THAT DURING BLACK WEEK SALES ARE EXCLUDED FROM FREE RETURNS!


Can I also order via telephone or email?


Yes, you can! You can email us on customercare@lstnr.com or give us a call on +49 69 8300 688 500 Monday-Friday 09.00pm – 5.00pm to place your order personally. You can also reach out via WhatsApp on +49 152 047 569 85 or Instagram @lstnr.com.

Can I change my order after I have placed it?


Unfortunately, once the order is placed you have a very limited time window to change it. If you believe that you have made a mistake that you realized after you have received your order confirmation, email us on customercare@lstnr.com and we’ll try to fix it manually. Once your order has been processed (usually within 1 working day), there is unfortunately nothing we can do and you will have to return any unwanted items for a refund.


What’s the order process?


Once you place your order, you will receive an order confirmation via email. Our hard-working helpers will then pick and pack your order within 2 business days and ship it out with our partner DHL. For shipping times, please visit our Delivery & Returns page.

Where is my order?


Once your order has been processed and handed over to our courier (usually within 1 working day), you will receive an email containing your tracking number. Please use the tracking number on DHL.com to stay in the loop of the whereabouts of your parcel. If your order seems to be
stuck somewhere, please contact DHL with your tracking number to get an update. If you believe your order has not been processed properly, you can get in touch with us through our Contact Form and we’ll look into it straight away!

SHIPPING

How much does Shipping cost?

Shipping on orders over 100€ is free within Germany. Under 100€ it’s 5€ per order within Germany and 15€ per order within the EU. Please check our Delivery & Returns page for more information.

 

What shipping options are there?

We ship all our orders via our partner of choice DHL. First, because they are fast, reliable and friendly, but mainly also because they share our commitment to reduce the carbon-footprint of door-to-door logistics.

 

In what countries can I shop from LSTNR.com?

LSTNR is based in Germany and we are pleased to offer EU-wide shipping. Unfortunately, at this point we are not yet able to offer international shipping outside the EU, but would love to share our joy of lifestyle gems worldwide in the future.

 

How long does my stuff take to arrive?

Once your order is placed, we usually process it within 1 working day and hand it to one of our speedy DHL couriers. After the order has been shipped, on average our deliveries take 2-4 business days to get to your home within Germany and 3-7 business days within the rest of the EU.

 

Do I need to set up an account to place an order?

Setting up an account with us has many advantages: from managing your orders and returns, your wish list, newsletter preferences and more. Being an LSTNR.com member comes with great benefits. However, should you wish to check out as a guest, that is of course possible as well and is offered as an option in the checkout process.

RETURNS

Are returns free?

Not at the moment, but let's see what the future brings.

Where should I send my returns?

Please use the address provided on your returns form to label your returns. If you wish to return your items to us by making your own arrangements and at your own expense, you can do so by
sending it to LSTNR.com Returns, Stephanstraße 1, 60313 Frankfurt am Main, Germany. Please always make sure you get a proof of postage for handing over your return parcel to a shipping agent.

 

Do you offer any exchanges?

If you have ordered something that is not quite right and you are looking for a different size or colour, the fastest way to get your perfect fit is to return your unwanted items and place a new order on LSTNR.com. We are working hard to be able to offer you a seamless exchange service soon!

 

Which items are non-returnable?

Items that have been worn, stained/soiled or that no longer have their tags or original packaging cannot be returned and refunded. For hygienic reasons you can also not return underwear or earrings.

 

How long does it take to process my return/refund?

Once your return has arrived back with us, it usually takes 3-5 working days for us to process it. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your payment method.

PAYMENTS

What payment options do you offer?

We offer payments via Credit Card, PayPal, Apple Pay, Google Pay and Amazon Pay. You can also pay using one of our fabulous Gift Cards.

For more info visit our Delivery & Returns page

GIFT CARDS

Do you offer gifts cards?

Yes, we do!
There is no better way to say congratulations or thank you with a Gift Card valid across our entire online shop. Our Gift Cards can be printed or emailed, along with a personalized message. Visit our Gift Card page to find out more.

STORE

Where can I find information about the Listener store?

The Listener store is our beating heart and pioneer of the LSTNR lifestyle. Situated on one Frankfurt’s most coveted high-end shopping streets right near the Zeil, we continue to be the iconic destination for culture and style in Frankfurt and that since 2014. Pay us a visit or find out more about our location and opening hours on our dedicated Listener Store page.

 

Do you offer click & collect?

We do! Orders can be collected at our Listener store in Frankfurt. Just select Click & Collect as a delivery option at checkout.