How do I place an order in the Comazo online shop?

Select your favourite item in your preferred colour and size and add it to your shopping basket.

Go to your shopping basket and proceed to checkout. Enter your delivery and billing details and choose your payment method. Then review your details and place your order.

Once you have placed your order, you will receive an order confirmation by email.

Can I order without a customer account?

Yes, you can also check out as a guest. Simply enter your personal details and address during checkout and leave the “Create a customer account” box unticked.

You will receive your order and dispatch confirmations by email as usual.

Is there a minimum order value?

No, there is no minimum order value in the Comazo online shop. You can order your favourite underwear regardless of the total order value.

How do I know my order has been received?

Once you have placed your order, you will receive an order confirmation at the email address you provided. It includes your order number and a summary of the items you ordered.

I haven’t received an order confirmation. What should I do?

Please check your spam folder first. Your order confirmation may take a few minutes to arrive.

If you still haven’t received an email, please contact us at [email protected]. Include your name and the date you placed your order so we can check whether it has been received.

Please avoid placing the same order again straight away, as this could result in a duplicate order.

Can I change or cancel my order?

If you would like to cancel your order or have entered an incorrect delivery address, please contact us immediately after placing your order. We will do our best to accommodate your request. However, we cannot guarantee that we can cancel your order or change the delivery address, as your order may already be being processed.

Items and quantities cannot be changed once an order has been placed. You will need to place a new order for these changes. Please contact us first so we can check whether your original order can still be cancelled.

You can reach us by phone on +49 7432 7019-168 Monday to Friday, from 9 am to 4 pm, or by email at [email protected]. Please include your order number and details of your request.

Which payment methods are available?

We work with our payment provider Mollie to process payments. The following payment methods are available:

• Pay later with Klarna: You pay for your order later through Klarna. Klarna will provide you with the payment deadline and all relevant information.
• Credit or debit card: Enter your card details directly during checkout.
• PayPal: Pay for your order using your PayPal account.
• Payment in advance by bank transfer: Transfer the invoice amount using the payment details you receive after placing your order. Once your payment has been recorded in our system, we will dispatch your order promptly.

The payment methods available for your order will be shown during checkout.

How does payment in advance by bank transfer work?

Payment in advance by bank transfer is processed through our payment provider Mollie. The bank transfer details will be displayed immediately after you place your order and will also be sent to you by email.

Please enter the payment details and the payment reference exactly as provided so that your payment can be matched to your order correctly. These details apply only to this order and must not be used for future orders.

Please make sure your payment arrives before the expiry date stated in the email. Allow time for your bank to process the transfer.

Once your payment has been recorded in our system, we will dispatch your order promptly.

How does paying later with Klarna work?

Pay later payments are processed through Klarna. Simply select the corresponding payment method during checkout, if it is available to you.

Klarna will send you the payment details and the exact due date directly. You can also view and manage your payment in the Klarna app.

Please pay using only the payment details and the corresponding payment reference provided by Klarna. Do not transfer the amount directly to Comazo.

How do I receive an invoice for my order?

We currently do not send invoices automatically. If you need an invoice, simply reply to your order confirmation with the word “Invoice”.

Alternatively, you can email us at [email protected]. Please include your order number. We will be happy to send you your invoice by email.

My payment failed. What should I do?

First, please check whether an error message appears during checkout and follow any instructions provided.

If you have already received an order confirmation or a payment has been taken, please avoid placing the same order again straight away, as this could result in a duplicate order.

If you have any questions or the problem persists, please email us at [email protected]. Please provide your name, the payment method you used and your order number, if available. Including the error message will also help us look into the issue.

Please do not send us your full card details or login credentials.

I have received a payment reminder even though I have returned items. What should I do?

Your return may not have been fully processed yet, and the payment reminder may have been sent while your return was still being processed.

If you chose to pay later with Klarna, please also register your return with Klarna. Check your current payment status and due date there. If you have any questions about the payment deadline, please contact Klarna directly.

Please do not ignore the payment reminder. If you have any questions about the status of your return, email us at [email protected] and include your order number. Keep your proof of postage until everything has been resolved.

How much does shipping cost?

We offer free shipping within Germany, with no minimum order value.

For deliveries to Austria and all other EU countries, we charge €9.95 per order for shipping.

The shipping costs for your order will be displayed during checkout.

How long does delivery take?

Delivery usually takes 2–5 working days, depending on the availability of the items ordered. Please also check the delivery time shown on the relevant product page.

If you pay in advance by bank transfer, we will prepare your order for dispatch once your payment has been recorded in our system.

DHL will send you delivery and tracking information directly by email.

Which countries does Comazo deliver to?

We deliver within Germany, to Austria and to all other EU countries.

For deliveries to Switzerland, you can use the service provided by MeinEinkauf.ch (website in German). Please visit the provider’s website for information on how the service works, its fees and requirements.

Which carrier will deliver my order?

We ship your order with DHL. DHL will email you directly with delivery information and a tracking link.

Can I have my order delivered to a DHL Packstation?

Yes, you can have your order delivered to a DHL Packstation parcel locker. You will need a DHL customer account with the Packstation service activated and the Post & DHL app.

During checkout, select “DHL Packstation” and click “Select a different address”. When adding the delivery address, select “DHL Packstation” again and complete the fields as follows:

Then click “Save address” and check that the Packstation has been selected as your delivery address.

Important: Enter the postcode and town or city of the Packstation, not your home address. You can find your personal Postnummer in your DHL customer account or in the Post & DHL app.

DHL will notify you once your parcel is ready for collection. You will find the collection details in the Post & DHL app.

Please note: The “Pay later” payment method is not available for deliveries to a DHL Packstation. Please select another available payment method.

For more information on using a Packstation and collecting your parcel, visit the DHL Packstation website.

How can I track my parcel?

DHL will send you an email with a tracking link. Use this link to view the current status of your parcel and its estimated delivery date.

If you cannot find the notification, please also check your spam folder. If you have any questions about your shipment, email us at [email protected] and include your order number.

What happens if I am not at home when my parcel is delivered?

If you are not at home when DHL attempts delivery, the tracking information or a notification from DHL will tell you where your parcel has been left and how to collect it.

If your parcel is ready for collection at a postal outlet or Packstation, please collect it within the timeframe specified by DHL.

You can also use the tracking link to check which options are available to adjust your delivery.

My parcel has not arrived. What should I do?

First, please check the current status using the tracking link in the email from DHL.

Is your parcel shown as delivered even though you have not received it? Please check whether DHL has listed a neighbour as the recipient or a designated safe place as the delivery location.

If you still cannot find your parcel or the tracking status has not changed for several working days, email us at [email protected]. Please include your order number and briefly describe the issue.

We will look into the whereabouts of your parcel and contact DHL if necessary.

My parcel is damaged. What should I do?

Please check that all the items you ordered are present and undamaged. If you notice any damage when the parcel is handed over, please point it out to the DHL delivery driver straight away, if possible.

If any items are damaged or missing, please email us at [email protected]. Include your order number and, if possible, attach photos of the packaging and the affected items.

Please keep the parcel, including all packaging materials and contents, until we have agreed on the next steps with you.

An item is missing or I have received the wrong item. What should I do?

Please email us at [email protected] and include your order number. Let us know which item is missing or which item you received instead.

If you have received the wrong item, photos of the item and its label showing the product number will help us resolve the mix-up.

How do I return an item?

For returns within Germany, please follow these steps:

1. Use the return label: Your parcel normally includes a free DHL return label. If it is missing, you can create a new label through our DHL returns portal.
2. Complete the returns slip: You will find the returns slip together with the delivery note in your parcel. Indicate which items you are returning and, if you wish, the reason for your return. If the slip is missing, simply include a note with your name, order number and the items you are returning.
3. Pack the items: Place the items in a parcel together with the returns slip or your note and seal it securely.
4. Send the parcel: Attach the return label clearly to the parcel and remove or cover any old shipping labels. Then drop off the parcel at a DHL branch or DHL Parcelshop.

Keep your proof of postage until your return has been fully processed.

For returns from Austria and other EU countries, you are responsible for the return shipping costs. Send the items together with the returns slip or your note using a carrier of your choice to:

Comazo GmbH & Co. KG Herstellerverkauf
Raiffeisenstr. 6
78658 Zimmern
Germany

How long do I have to return items?

You can withdraw from your order within 14 days of receiving the goods without giving a reason. If items from the same order are delivered separately, this period begins when you receive the last item.

Please clearly notify us of your decision to withdraw within this period, for example by using our online withdrawal form or by emailing [email protected].

After notifying us of your withdrawal, please return the items without delay and no later than a further 14 days. It is sufficient to send the parcel within this period.

For more information, please see our withdrawal policy.

Are returns free?

Yes, returns within Germany are free. Please use the DHL return label included in your parcel. If it is missing, you can create a free label for your return within Germany through our DHL returns portal.

For returns from Austria and other EU countries, you are responsible for the return shipping costs. You can use a carrier of your choice.

How do I get a return label?

Your parcel normally includes a DHL return label. Use this for your free return within Germany.

If the label is missing or has been lost, you can create a new one through our DHL returns portal.

This label is not available for returns from Austria and other EU countries. Please send your return at your own expense using a carrier of your choice.

My returns slip is missing. What should I do?

You will normally find the returns slip together with the delivery note in your parcel. It is not available to download online.

If it is missing, simply include a note with your return containing the following information:

• Your name
• Your order number
• The items you are returning, ideally including the product number, size and quantity
• The reason for your return, if you wish

This will help us match your return to your order and process it.

Can I try on underwear and return it?

Yes, you can try on our underwear and return it under your right of withdrawal.

Please wear your own underwear underneath when trying on briefs and shorts. Handle the items carefully, avoid soiling them and leave the original tags attached wherever possible.

If you wish to return the underwear, please do not wash it or wear it beyond trying it on.

For more information, please see our withdrawal policy.

Can I exchange an item?

Unfortunately, we cannot offer direct exchanges. If you would like an item in a different size, colour or style, please place a new order in our online shop.

You can return the item you originally ordered under your right of withdrawal. Your refund will be issued to your original payment method. It cannot be credited towards your new order.

Can I return my online order in a store?

Unfortunately, items purchased from the Comazo online shop cannot be returned or exchanged in our stores. Please send the items back to us as described under “How do I return an item?”.

If you purchased an item in one of our stores, please contact that store directly. These items cannot be returned or exchanged through the online shop.

When and how will I receive my refund?

We usually initiate your refund within a few working days of receiving your return. The refund will be issued to the payment method you used when placing your order.

Depending on your payment provider or bank, it may then take a few more working days for the refund to appear in your account.

If you chose to pay later with Klarna, the outstanding amount will be adjusted accordingly. If you have already paid, your refund will be processed through Klarna.

If you exercise your right of withdrawal, we will issue your refund no later than 14 days after receiving your notice of withdrawal. We may withhold the refund until we have received the goods or you have provided proof that you have sent them back, whichever is earlier.

For more information, please see our withdrawal policy.

How do I exercise my right of withdrawal?

You can easily notify us of your withdrawal using our online withdrawal form. After submitting it, you will receive an acknowledgement by email.

Alternatively, you can send your notice of withdrawal by email to [email protected] or by post to:

Comazo GmbH + Co. KG
FAO eComazo
Martin-Luther-Straße 1
72461 Albstadt
Germany

Please clearly state that you wish to withdraw from all or part of your order. Include your name and order number so that we can match your withdrawal to your order.

You can also use our model withdrawal form (PDF). You are not required to use a form.

You will find all information about the deadlines, along with links to the online form and the model withdrawal form, in our withdrawal policy.

Please note: You will find the address for returning your goods under “How do I return an item?”.

My item is faulty. How do I report it?

Email us at [email protected] or use the “Report a faulty item by email” link. This will open a pre-filled message in your email application.

Please complete the details in the template and attach photos of the fault and the entire item. Please also tell us when the fault first appeared and how the item was washed and dried.

We will review your request and let you know the next steps.

If the pre-filled email does not open, you can email us directly at the address above.

What information and photos do you need to assess my faulty item?

To help us review your request quickly, please send us the following information:

• Your name
• Your order or delivery note number, if available
• The affected item, ideally including the product number, size and colour
• A description of the fault and when it first appeared
• Washing details: Has the item been washed? If so, at what temperature and using which wash programme and detergent?
• Drying details: Was the item air-dried or tumble-dried, for example?

Please attach a photo of the entire item and clear close-up photos of the fault. A photo of the sewn-in label will also help us identify the item.

Send the information and photos by email to [email protected].

Should I send the item back straight away?

Please contact us first by email at [email protected] and describe the fault. If possible, attach photos of the affected item and the fault.

Please wait for our response before returning the item. We will check whether a return is necessary and let you know how to proceed.

Can I report a faulty item purchased in a store or from another retailer to you?

If you purchased your item in a Comazo store, please contact that store directly about the fault. Bring your proof of purchase if possible.

If you purchased the item from another retailer or on another online marketplace, please contact the seller you ordered from.

Our online shop customer service team handles faulty item claims for orders placed in the Comazo online shop.

How do I find the right size?

Our underwear uses standard German clothing and underwear sizes. When developing sizes, our design teams refer to the size and body measurement charts from the Hohenstein Institute.

Our size chart will help you find the right size. Please also check for any fit information on the relevant product page.

If you are unsure, we will be happy to try to help you by phone on +49 7432 7019-168. You can reach us Monday to Friday, from 9 am to 4 pm. However, it is not always possible to assess the fit accurately from a distance.

If in doubt, you can order two sizes and try them on at home. You can return the size that does not fit under your right of withdrawal.

You can also get personal advice on sizing and fit in our Comazo stores.

My favourite item is out of stock. Will it be available again?

For items from our basic ranges, we will be happy to check whether and when more stock is expected.

Sale items are often being discontinued and are usually not restocked. We will be happy to check whether we can suggest a similar item as an alternative.

Email us at [email protected] and include the product number and your preferred size and colour.

How do I care for my underwear?

Always follow the care instructions on the sewn-in label. The washing temperature shown is the maximum permitted temperature.

For lightly soiled everyday laundry, a lower washing temperature is often sufficient. This can save energy and protect the fibres. Choose the temperature, wash programme and detergent to suit the fabric and how soiled the items are.

For gentle care, we recommend the following:

• Sort your laundry by colour and wash light and dark items separately.
• Use a detergent suitable for the fabric.
• Protect delicate, machine-washable underwear and fine lace with a mesh laundry bag. Items labelled “Hand wash” should only be washed by hand.
• Only tumble dry items if the care label allows it.

If you would like to use a laundry sanitiser, please make sure it is specifically suitable for the fabric of your underwear. Follow the manufacturer’s instructions and the care instructions on the item.

Do not exceed the maximum washing temperature shown, even for heavily soiled items.

This will help preserve the shape, colour and fabric of your favourite underwear for longer.

How do I wash underwired bras?

Our underwired bras are suitable for hand washing only. You will find this instruction on the sewn-in care label.

Please do not wash your underwired bra in the washing machine, even on a delicate cycle or in a mesh laundry bag. The mechanical action can damage the fabric, seams and underwires and alter the fit.

Use a suitable detergent for delicates when washing by hand. Avoid vigorous rubbing, wringing or twisting, rinse the bra thoroughly and gently press out the water. Then leave it to air dry.

We cannot accept claims for damage caused by machine washing contrary to the care instructions.

How do I care for merino wool and wool-silk underwear?

Always follow the care instructions on the sewn-in label. They indicate whether your item can be washed by hand or on a wool cycle.

• Use a detergent suitable for wool or wool-silk blends, as appropriate.
• Follow the washing temperature shown and avoid sudden changes in temperature.
• Do not rub or wring the underwear. Gently press out any excess water.
• Gently reshape the item and leave it to air dry, preferably flat. Avoid direct heat from radiators.

Often, simply airing your underwear thoroughly between wears is enough. This can help avoid unnecessary washing and protect the delicate fibres.

Can I tumble dry my underwear?

This depends on the item. Always check the tumble drying symbol on the sewn-in care label:

• A crossed-out square containing a circle: Do not tumble dry.
• A square containing a circle with one dot: Tumble drying at a low temperature is permitted.
• A square containing a circle with two dots: Tumble drying at a normal temperature is permitted.

If you are unsure, gently air dry your underwear. Merino wool and wool-silk underwear should preferably be dried flat.

Can my underwear shrink in the wash?

Yes. In particular, washing at excessively high temperatures, using unsuitable wash programmes or tumble drying contrary to the care instructions can cause your underwear to shrink.

Natural fibres such as cotton may shrink slightly even with proper care. The extent of any change in size depends on the material and how it has been processed.

Always follow the care instructions on the sewn-in label. For merino wool and wool-silk blends, a suitable detergent and particularly gentle handling are also important.

Are the materials, dyes and prints tested for harmful substances?

Yes, all our products are tested for harmful substances in accordance with OEKO-TEX® STANDARD 100. Testing covers every component, from the fabric and sewing threads to other accessories. The dyes and prints used are also included.

You can find more information about our labels and standards under “Certifications”.

How do I redeem a voucher or discount code?

Add your chosen items to your shopping basket. Enter your code in the voucher field and confirm it by clicking the tick next to the field. The code will only be applied once you have done this.

Before placing your order, check that the voucher or discount has been applied. Please check the relevant terms and conditions, such as the validity period, any minimum order value or excluded items.

For promotions with automatic discounts, you do not need a code. The discount will be applied directly to eligible items in your shopping basket.

We cannot apply a voucher or discount code after your order has been placed.

My voucher or discount code is not working. What should I do?

Enter the full code without any extra spaces in the voucher field in your shopping basket. Then confirm it by clicking the tick next to the field. The code will only be applied once you have done this.

Please also check the terms and conditions: Is the code still valid? Is there a minimum order value, or does the discount only apply to certain items? The code may only be valid for a single use or may not be combined with other promotions.

Before placing your order, check that the discount has actually been applied. If you cannot redeem the code, please email us at [email protected] before placing your order. Include the code you used and the error message shown. A screenshot of your shopping basket will also help us.

We cannot apply a voucher or discount code after your order has been placed. In this case, we will be happy to check whether your order can still be cancelled. However, cancellation is not always possible. If your order is successfully cancelled, you will need to place it again and redeem the code during checkout.

Can I combine multiple vouchers or discounts?

Whether a voucher or discount code can be combined with other offers depends on its terms and conditions. These also explain whether the discount applies to items that are already reduced, for example.

Before placing your order, check your shopping basket to see which discounts have been applied. If you are unsure, please email us at [email protected] before ordering.

Can I redeem my voucher both online and in a Comazo store?

Our online shop and Comazo stores offer different discounts and promotions. An in-store voucher cannot be redeemed directly in the online shop. Likewise, an online voucher cannot be used directly in a store.

However, we can convert your in-store voucher into an online voucher, and vice versa. Please email us at [email protected] before making your purchase and let us know which voucher you would like to convert.

How do I create a customer account?

Open the “My account” section on our website. You can register under “I would like to create an account”.

Enter your name, email address and address. Choose a personal password with at least 8 characters. Fields marked with an asterisk (*) are required.

Read the information on privacy and our terms and conditions, then click “Continue” to proceed with your registration.

Once you have registered successfully, you can log in to your customer account using your email address and password.

What are the benefits of a customer account?

A customer account makes shopping at Comazo even more convenient:

• Order faster: Your saved details make future orders easier.
• Keep track of your orders: View an overview of your previous orders.
• Track your deliveries: Follow your shipments through your customer account.
• Save your favourite items: Add your favourites to your wish list.

I have forgotten my password. What should I do?

On the login page, click “I have forgotten my password” under “I am already a customer”.

On the “Password recovery” page, enter the email address associated with your customer account and click “Request email”.

You will then receive a confirmation email. Click the link in the email to set a new password.

Please also check your spam or junk folder if the email does not appear in your inbox.

If you are still having difficulties, email us at [email protected]. Please tell us the email address associated with your customer account. We do not need your password.

How do I change my personal details or address?

Log in to your customer account using your email address and password. You can manage your personal details and your billing and delivery addresses there. Remember to save your changes.

Changing an address in your customer account does not automatically update the address for an order you have already placed. If you would like to change the address for a current order, please email us as soon as possible at [email protected] with your order number and the correct address. We will check whether a change is still possible.

Where can I find my previous orders?

Log in to your customer account using your email address and password and open the “Orders” section. You will find an overview of the orders linked to your account and can view the details of each order.

If you cannot find an order, email us at [email protected]. Please include your order number, if available, and the email address you used when placing the order so we can help you.

How can I have my customer account deleted?

Email your request to delete your customer account to [email protected]. If possible, please send the request from the email address you used to create your account so we can identify it.

We will review your request and let you know the next steps.

How do I subscribe to the Comazo newsletter?

Enter your email address in the newsletter sign-up form on our website and choose whether you would like to receive our online shop newsletter or a newsletter from a Comazo store.

You will then receive an email with a confirmation link. Click this link to complete your subscription. If you do not receive a confirmation email, please also check your spam folder.

Currently, you can only subscribe to one newsletter per email address. If you would like to receive both our online shop newsletter and a store newsletter, you will need two different email addresses.

Our newsletters keep you informed about new underwear, offers and promotions for your selected online shop or store. You will find details of your welcome offer and its terms and conditions when signing up and in the accompanying email.

Why am I not receiving the newsletter?

First, please check that you have completed your subscription by clicking the link in our confirmation email. Also check your spam or junk folder.

Please note: You can currently only subscribe to one newsletter per email address. If you selected a store newsletter, you will not also receive our online shop newsletter at that address.

In our experience, delivery issues occur more frequently with T-Online email addresses. If this applies to you, please check your email account’s spam and filter settings. Telekom support can help you with any questions about these settings.

If you are still not receiving the newsletter, email us at [email protected]. Please tell us the email address you used to sign up and which newsletter you would like to receive. We will be happy to check whether your subscription is registered with us.

I have not received my newsletter welcome voucher. What should I do?

First, please check that you have completed your newsletter subscription by clicking the link in our confirmation email. Then check your spam or junk folder as well.

Please also check the terms and conditions of the welcome offer shown when signing up.

If you still cannot find your voucher, email us at [email protected] before placing your order. Please tell us the email address you used and which newsletter you subscribed to.

We cannot apply the voucher after your order has been placed.

How do I unsubscribe from the newsletter?

You will find an unsubscribe link at the bottom of every newsletter. Use this link to unsubscribe from that newsletter.

Alternatively, you can email us at [email protected]. Please include the email address you used to subscribe so we can identify your subscription and process your request.

What makes comazo|earth organic underwear special?

With comazo|earth, we combine comfortable underwear with our commitment to responsible production. To achieve this, we use fairly traded organic cotton.

You can find out which certifications, such as GOTS and Fairtrade, apply to your chosen item and check its fabric composition on the relevant product page.

You can find more information about our labels and standards under “Certifications”.

How does Comazo promote responsible working conditions?

We are committed to protecting workers’ rights and promoting responsible working conditions. We reject child labour and forced labour.

Our approach is guided by the amfori BSCI Code of Conduct. This covers, among other things, the prohibition of child labour and forced labour, fair remuneration, reasonable working hours, and workplace health and safety.

As part of amfori BSCI, working conditions at participating production facilities are regularly assessed through audits. The aim is to identify potential issues and drive improvements.

Where can I find a Comazo store near me?

Our store directory on the website lists our Comazo store locations, including addresses and opening hours.

Our in-store teams will be happy to help you choose your favourite underwear and offer personal advice on sizing and fit.

Please note that product ranges, availability and promotions may differ between our stores and the online shop.

Is my chosen item also available in a Comazo store?

Item availability may differ between our online shop and our stores. An item available online is therefore not necessarily available in every store.

It is best to contact your preferred store directly before visiting. If possible, provide the product number and your preferred size and colour so our team can check availability for you.

You can find the contact details in our store directory on the website.

How can I contact Comazo customer service?

We will be happy to help with any questions about your online order or our online shop:

• Email: [email protected]
• Phone: +49 7432 7019-168
• Customer service hours: Monday to Friday, from 9 am to 4 pm

You can also send us a message using the contact form on our website. For questions about an order, please include your order number if possible so we can look into your request more quickly.

For questions about an in-store purchase, please contact the relevant Comazo store directly. You can find the contact details in our store directory.