No, you can also place an order as a guest. Just select the appropriate option in the order process.

Once you have placed your order, you will receive a confirmation to the email address you have provided.

Please also check your spam folder. If you do not find confirmation there, please contact us directly via service@gate194.berlin.

You can pick up your order after successful online payment at the GATE194 store in Berlin. Just choose Instore Pick Up Berlin in the order process. You will receive an email from us as soon as your order is ready for pickup. Please note that if you order online, you will not be able to pay on-site at the store.Please also check the opening hours of our stores before you visit us: Store & Showroom

If you place an order by mistake or change your mind, we can cancel the order as long as it has not been processed by our shipping department. To cancel your order, please contact us by phone or email at service@gate194.berlin. Here you can find the conditions of your withdrawal right.

If you want to add something to your order or change your order in general, please contact our customer service. If your order has not yet been processed by our shipping department, we will be happy to accommodate your request.

No, unfortunately, this is not possible. In rare cases, there are restocks of articles.

Yes, no problem. Please note our 2-week right of withdrawal and that we cannot offer you a cash refund. Refunds will be made the same way you paid.

Please contact customer service.

In this case, please check the shipment history using your DHL or FedEx tracking and the correctness of your delivery address in your order confirmation. Then contact our customer service if you want us to resend your order and if so, please include your corrected shipping address. Then we can send your order to you again.

We have multiple payment options such as Apple Pay, Google Pay, Credit Card, PayPal, Klarna and more.

Yes, shopping with us is absolutely secure. Our online store fulfils the quality criteria of our payment providers.

According to § 11 of the German Price Indication Ordinance (PAngV), we are required to show the lowest total price of a product that was offered within the last 30 days before a discount was applied. This means that, in some cases, a lower price may appear below the current sales price- either due to past promotions or manufacturer pricing changes. We appreciate your understanding.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Within Germany, delivery is free for orders with a value of 80,00 € or more. For orders with a value below 80,00 €, the shipping costs within Germany are 4,99 €.  A complete overview of all shipping costs for each country and region can be found here.

We do our best to ship your items as soon as possible. If the order is placed before 9:00 AM, it will USUALLY be shipped on the same day (workday). If the order was paid in advance, it will be shipped on the day we receive the money. The delivery time within Germany is 1 - 3 working days (Monday - Friday). Deliveries may be delayed due to public holidays. An overview of all delivery times of the respective countries and regions can be found here.

Once we have shipped your parcel, you will receive a tracking link from our logistics partner. To track your order, simply follow the steps described there.

Simply log in to your user account with your username. Under Account > Orders you can see the details of your last order. The status of your order means the following: 

• Pending payment: The payment is still pending. Even if you have already transferred the amount, we may not have received your payment yet.
• Canceled: Your order has been canceled.
• Confirmed: We have received your payment and your order is currently being processed.
• Shipped: Your order has been shipped. Delivery will usually take place within the next 1 - 2 business days (within Germany).
• Delivered: Your order has been successfully delivered.
• Returned: You have returned one or more items from the order to us.
• Refunded: We have refunded the amount for the returned items. 

Within Germany, packages are delivered with DHL. In the rest of the EU (and Great Britain) parcels are delivered with FedEx. International shipping outside the EU is either with DHL or FedEx.

If you have made a mistake when placing your order, if you want to change your payment- or shipping method, or if you want to change your shipping address, you can do so until it has been processed by our shipping department. The best way to do this is to call us or send an e-mail to our customer service. Adding items to an already placed order may delay processing.

After processing, you will receive an updated order confirmation/invoice by email. If you created a customer account when you placed your order, you can view the current status there.

Usually, we deliver to all countries. For current reasons, we have to make a few exceptions temporarily. No shipping to the following countries due to the current COVID-19 situation:

Antigua and Barbuda, Equatorial Guinea, Aruba, Azerbaijan, Bahamas, Barbados, Belize, Bermuda, Bhutan, Bolivia, Bonaire, Botswana, Brunei Darussalam, Burkina Faso, Burundi, Cayman Islands, Chile, Côte d'Ivoire, Curaçao, Dominica, Dominican Republic, Cameroon, Cape Verde, Djibouti, Ecuador, Fiji, French Polynesia, Gabon, Gambia, Ghana, Grenada, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Honduras, India, Iran, Jamaica, Cuba, Kenya, Colombia, Comoros, Congo, Congo Democratic Republic, Korea, Republic, Kuwait, Laos, Lesotho, Lebanon, Liberia, Libya, Madagascar, Maldives, Mali, Martinique, Mauritania, Mauritius, Mongolia, Morocco, Namibia, Nepal, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Réunion, Rwanda, Russian Federation, Samoa, Senegal, Sierra Leone, Singapore, Somalia, Sri Lanka, St. Helena/Ascension/Tristan, Zimbabwe. Helena/Ascension/Tristan da Cunha, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Sudan, Suriname, South Africa, Swaziland, Taiwan, Thailand, Trinidad and Tobago, Chad, Tunisia, Tuvalu, Uganda, Uzbekistan, Vanuatu, Wallis and Futuna, Western Sahara, Central African Republic.

As soon as we can ship to these countries again, we will do so immediately. Until then, we kindly ask for your understanding.

Note: As of October 1, 2025, a flat return fee of €2.95 will apply to returns (withdrawals).

We charge a flat fee of €2.95 per return within Germany. This fee will be deducted from your refund.

Why? Because the number of returns has increased significantly, and returns are very resource-intensive – each return has to be cleaned, inspected, and restocked. At the same time, the fee helps us act more sustainably and conserve resources. Thank you for your understanding!

The return fee does not apply in the case of a complaint. The contractual requirements and further details can be found in our Terms & Conditions and Cancellation Policy. In case of a complaint, please contact our customer service.

Return shipping costs for returns from outside Germany must, unfortunately, be borne completely by our customers.
You can find more information about returns here.

Faulty items and poor quality are generally not pleasant topics, especially if the beloved sneakers are defective or the only winter jacket shows a defect just before the ski vacation. Therefore, we always recommend clarifying a complaint with us in advance and we promise to work out an acceptable solution together.

Please contact us via e-mail or call our customer service directly at +49 (0) 30 695 061 26. Please keep in mind that normal wear and tear does not have to be a defect and that it can happen that articles with heavy use do not survive the legal warranty period. More information about complaints can be found here.

In this case, please check the shipment history using your DHL or FedEx tracking and the correctness of your delivery address in your order confirmation.

Then contact our customer service if you want us to resend your order and if so, please include your corrected shipping address. Then we can send your order to you again.