FAQ - Frequently Asked Questions
Trust and transparency
At trueprodigy, you won't receive anonymous dropshipped goods with long delivery times from abroad. We are a German company based in Hückelhoven, North Rhine-Westphalia, near Mönchengladbach.
Our company has been established since 2014. Our warehouse is also located at our premises. All items shown as available in the shop are in stock with us and are shipped directly from here. This results in short delivery times and secure return processes.
We only ship from our own stock. This ensures transparent processes and provides security during ordering, shipping, and returns.
Quality and product standards
All products are developed in Germany and inspected throughout the entire production process. This includes design, fit, material selection, and workmanship.
We use selected, high-quality materials for fabrics, linings, leather components, and finishing elements such as zippers. For this, we work with specialized suppliers.
Our production partners are personally audited, follow our code of conduct, and are certified according to common social standards like BSCI. European protection and quality guidelines are observed and in many areas exceeded.
Our aim is to offer durable products with high-quality fit and meticulous attention to detail.
Shipping & Delivery
Which countries do you ship to?
We ship worldwide.
Which shipping service providers are used for delivery?
Shipping is handled by DHL or Hermes, depending on the destination region.
How long does delivery take?
Germany: 1–3 business days
EU: 3–6 business days
International: 4–8 business days
During public holidays or periods of high order volume, slight delays may occur.
What does shipping cost?
Germany: free shipping for all orders
International: 8.99 Euros per order
Is express shipping available?
We do not currently offer express shipping.
Change or cancel order
Can I change or cancel my order after it's been placed?
Yes. Changes or cancellations are possible as long as the order has not yet been shipped.
Orders are usually shipped within 24 hours. Therefore, contact should be made as soon as possible.
What can be changed?
Delivery address
Size or color
Item customization
full cancellation
How do I contact support?
The fastest way is by e-mail to info@trueprodigy.de
When is support available?
Daily from 8:00 AM to 1:00 PM. During this time, feedback is usually provided within a few minutes.
Return Costs and Refunds
What does return shipping cost?
Germany: free
EU and International: return costs are paid by the customer
How do returns work in Germany?
Every shipment automatically includes a return label. If it is missing or lost, simply send a short message toinfo@trueprodigy.deand a new label will be provided.
How do I get a refund?
The refund will be issued via the original payment method.
How long does the refund take?
Once the goods are received, the refund is usually processed within 5 business days.
Complaints and defective items
What should I do if an item is defective or faulty?
Please contact support as soon as possible and briefly describe the case. Photos of the affected item will help with a quick assessment.
How is the complaint resolved?
After inspection, a quick and easy exchange usually takes place. Replacement shipping is at our expense.
Contact: info@trueprodigy.de
Payment methods
Which payment methods are accepted?
The common payment methods offered via Shopify are available. These include credit card, PayPal, and instant or direct payment, as well as other standard payment methods at checkout.
Is purchase on account possible?
Yes. Purchase on account is possible via PayPal or Klarna. The processing is handled directly by the respective payment service provider.
Size and Fit
How do the sizes run?
Fit information can be found directly in the respective product description.
Slim fit items are usually a little smaller. Oversized items have a wider cut.
What should I do if I'm unsure between two sizes?
If you're unsure, our support team will be happy to help. Many customers order two sizes to choose from, try them on at home, and return the size that doesn't fit. Exchanges and returns are easy.
Customer satisfaction is a high priority.
Sold-out items and backorders
Will sold-out items be restocked?
Many items are being reordered. Best-sellers, in particular, receive regular resupplies.
How can I be notified when an item is back in stock?
In the customer profile, a notification function can be activated as soon as sizes or items are back in stock.
Can an item be reserved?
If a restock is planned, support can be contacted. If possible, the item will be reserved and a message sent as soon as the goods arrive.
How long do backorders take?
If an item is reordered, restocks typically occur every 2 to 3 months.
Sustainability
How sustainably does trueprodigy operate?
Sustainability is implemented pragmatically and responsibly. Instead of grand promises, concrete measures are at the forefront.
Unsold goods are not destroyed. Products with minor flaws or defects are, whenever possible, reused or recycled instead of disposed of.
Merchandise planning is carried out in a way that avoids unnecessary air freight. Shipments are organized in consolidated batches. Shipping is done centrally from our own warehouse location, which reduces additional transport routes.
Production partners are vetted, audited, and operate according to established social and conduct standards. High-quality materials and durable craftsmanship are also considered an important contribution to resource conservation.
Sustainability is understood as an ongoing process of improvement.