Frequently Asked Questions

Quick answers to the questions our customers ask most. For full legal terms, please see our Terms and Conditions.

Orders

How do I place an order?

Add items to your bag, go to checkout, fill in your delivery and billing details, choose a payment method, and click PAY to authorize the payment. You will receive an order confirmation by email shortly after.

Can I change or cancel my order?

Email us at hello@birdiestore.at as soon as possible. If your order has not yet been dispatched, we will do our best to amend or cancel it. After dispatch, you may still cancel within 14 days under our return policy. See Returns & Refunds below.

How long does it take to dispatch my order?

Most orders leave our Vienna shop within 1–3 business days. We do not dispatch on weekends or Austrian public holidays.

Will I receive a tracking number?

Yes. We send an order confirmation when you place the order, and a separate dispatch email with a tracking link once your parcel is on its way.

Shipping & Delivery

Where do you ship?

We ship throughout Austria, the European Union, and to many destinations worldwide. Delivery times and shipping costs depend on the destination and the option you choose at checkout.

Which carriers do you use?

DPD, Austrian Post, and DHL, depending on the destination and the option you select at checkout.

Can I pick up my order in Vienna?

If pickup is offered for your order at checkout, you can collect it at our shop at Seilergasse 14, 1010 Vienna, Mon–Sat 11:00–18:00. Please wait for our pickup-ready email before coming.

Full details on our Delivery page.

Returns & Refunds

Can I return an item if it doesn’t fit or I changed my mind?

Yes. You have 14 days from the day you receive your order to cancel and return it without giving a reason. Items must be unworn, in original condition, with all tags attached and in original packaging.

Who pays for return shipping?

EU customers: you arrange and pay for the return. Once we receive the goods we refund the item price together with the original outbound shipping (standard delivery).

Non-EU customers: return shipping is at your expense, and any customs fees, import duties, or other charges incurred for the return are also your responsibility. The original outbound shipping is not refunded.

Can I exchange for a different size?

Yes. Email us at hello@birdiestore.at. If the size you need is in stock, we will reserve it. You return the original item to our shop at your own cost, and we send the new size at no extra delivery charge.

How long does a refund take?

We refund to your original payment method within 14 days of receiving your return.

Full details and how to start a return on our Return & Refund Policy page.

Payment

Which payment methods do you accept?

Major credit and debit cards (Visa, Mastercard), Google Pay, Apple Pay, and PayPal. Payments are processed through WooPayments, Stripe, Global Payments, and PayPal.

What currency are prices in?

All prices are in euros (EUR). Prices include Austrian VAT where applicable. Delivery fees are added at checkout and shown before you confirm your order.

Is my payment information secure?

Yes. We do not see or store your full card details. Payments are handled directly by our payment providers using industry-standard encryption. See our Privacy Policy for the full list of payment processors.

My Account

Do I need an account to order?

No. You can check out as a guest. Creating an account lets you track orders, save a wishlist, and check out faster next time.

I forgot my password.

Click “Forgot password?” on the login page and we will email you a reset link.

How do I unsubscribe from the newsletter?

Click the unsubscribe link at the bottom of any newsletter we send. You can also email us and we will remove you from the list.

Get in touch

How do I contact customer service?

Email: hello@birdiestore.at
Phone: +43 1 2706809
Visit us: Seilergasse 14, 1010 Vienna, Mon–Sat 11:00–18:00.