This area is where you'll find lots of answers to current questions. If you cannot find what you are looking for, please do not hesitate to contact our Customer Service team.


Will I receive an order confirmation?

After you submit your order you will automatically receive an order confirmation email from us. For this reason, it is very important that you provide us with a current email address when registering. If you have not received an email from us within 30 minutes of submitting your order, please contact our Customer Service. We also recommend that you regularly check your spam filter for incoming emails.

Can I also order by telephone?

For your own security, we only take orders in the Casual Fashion Online Shop; orders by telephone, fax or email cannot be accepted.

Can I add something to my order after completion of the order process?

As soon as you submit your order to the Casual Fashion Online Shop it is transferred directly to the Casual Fashion logistics centre in order to ensure you the quickest possible delivery. Subsequent changes cannot be made to your order.

Can I view my order status?

As a registered customer you can track your order status any time under My Account in the Casual Fashion online shop after you log in with your password.

Is there a minimum order?

No, there is no minimum amount for orders. The minimum order value for redeemed vouchers is €40.00.

Can I order from the Casual Fashion Online Shop from abroad?

Currently, we only deliver to Germany, Austria and the Netherlands. We are planning to start delivering to other countries in the future. Keep an eye on our website and social media channels to stay informed!

Why can't I register or complete my order?

Please make sure that your PC or tablet accepts cookies, otherwise the cart or the login data cannot be saved:
1. In the menu, click "Settings"
2. Then click on "Privacy & Security"3. Under "Cookies" click "Accept Cookies" (the point must be enabled / you should see a tick)

If you still cannot complete the order process, please contact our Customer Support.

Delivery & Shipping

How long is the delivery time?

Delivery time is between 1-3 working days within Germany and to Austria, and between 3-5 working days to the Netherlands.

Will I receive a shipping confirmation?

You will be notified by email as soon as your package leaves our logistics centre. If you do not receive an email within 1 - 3 workdays, please contact our Customer Service Department.

How is shipping handled?

We work with DHL for the delivery of your parcel. With its 20,000 branches and partner branches and 2,500 freight stations across Germany, we have a strong partner and can make both the shipment and the return of your parcel as easy as possible. DHL delivers your goods directly to your home. If you are not at home when the delivery arrives, your package will be stored in a post office in your area for 7 days. The delivery of our goods is free of charge for orders over eur50.00. For orders under this amount, a shipping & handling fee of eur3.95 per order applies.

Can I also have my package delivered to a packstation or post office?

As a registered customer and for deliveries within Germany, you can, of course, specify a different delivery address for your order, which may be one of the 2,500 DHL freight stations or a post office. Please note that you must register for this previously with DHL at www.paket.de.

During the order process, you have the option in the "address data" step of entering the data of the desired freight station or post office in the appropriate form. After delivery, you can pick up your package around the clock at the selected freight station or during opening times at the selected Post Office. DHL will inform you by email or SMS, once your package is ready for pick-up.

How does package tracking work?

The so-called "Tracking link" is automatically sent by DHL as a shipping confirmation. Click on this link to see the most recent information on the shipping status of your order.

Can I provide a delivery address which deviates from the invoice address?

Naturally, in the Casual Fashion Online Shop we offer you the possibility of shipping your package directly to any address of your choice which deviates from your private address. Please note that the delivery address must be entered during the order process, a subsequent change after completing the order process is not possible.

What happens if I am not at home to receive the delivery?

In the event that you are not at home when delivery is attempted, you will receive a notification card from our shipping partner DHL, and your package will be directly taken to a post office in your vicinity and held there for you. You can pick up your package within the next 7 workdays before it is sent back to us.

How much does shipping cost?

The cost of shipping is free of charge for orders over €50.00 . For orders unders this amount a shipping cost of €3.95 per order will apply.

What do I do if a delivered item has a defect?

Please return the item within the period of 14 days using the enclosed return label.
If you do have the return label, you can also print it under My Account. If you ordered as a guest, you can get the documents from our Customer Service.

What do I do when not all goods are delivered?

If ordered items are missing from your shipment, please call the Casual Fashion Customer Service. The staff can check the system for any missing items.

Payment method

What types of payment do you accept?

For German customers:
If you are ordering from Germany, you can pay by invoice, cash on delivery (with eur2.00 COD charge), SEPA direct debit, bank transfer, credit card or PayPal. For payment by invoice: simply pay the invoice within 14 days of receipt of the order, stating your invoice number and customer number.

For Austrian customers:
If you place your order from Austria, you have the option of paying the invoice amount by SEPA direct debit, by invoice, credit card or PayPal.

For customers in the Netherlands:
Dutch customers can pay by invoice, credit card, PayPal or iDEAL.

For all countries, however, we reserve the right to limit the use of certain payment methods. Please note that the method of payment can't be changed after the order has been completed.

If you have any questions, please contact the Customer Service.

How long do I have to pay my invoice?

Please send your payment, including invoice and customer number, to the following bank account within 14 days upon receipt of the products: Postbank Köln, IBAN: DE90 3701 0050 0978 8155 08, BIC: PBNKDEFFXXX

How does the cash on delivery payment work?

The invoice amount is to be paid to the delivering carrier upon receipt of the merchandise. Though there are no additional charges from Casual Fashion, there is a cash on delivery fee in the amount of €2.00, which is also to be paid directly to the carrier in addition to the value of the goods.

How are credit card payments processed?

For credit card payments, the card is charged at the time the goods are shipped. The customer assures that they are authorised to pay with the credit card. In the event that goods are returned, your credit card account will be credited for the amount as quickly as possible, once your return has been processed in our logistics centre. When entering your credit card data please pay special attention to the correct entry of your card number, the period of validity and the verification number.

How does the SOFORT bank transfer work?

If you select the SOFORT bank transfer payment method you will be directed, after completion of the order process, to a secure SOFORT bank transfer payment form. The transfer data is transferred automatically. You only need to enter the bank code of your bank and your online banking access data. You confirm the transfer with a TAN. For more information please visit www.sofort.com.

What should I consider when ordering from Austria and the Netherlands?

Please note that not all payment methods are possible in Austria and the Netherlands.

What is the MasterCard SecureCode™?

With the MasterCard Secure Code™, MasterCard has developed a global method for secure MasterCard payments on the Internet.
When a payment is made by MasterCard SecureCode™, the card holder confirms the transaction with his/her SecureCode™ (password). The SecureCode™ is equivalent to signing the document. Payments made by Mastercard SecureCode™ are guaranteed to the contracting companies.


How do I send a return?

In order to avoid unnecessary effort and cost when returning goods, please use the enclosed return sticker. You should also enclose the completed return form with the parcel.
If you have lost the return label, you can also print it out under Orders in your My Account section. If you have ordered as a guest you will receive the documents from our Customer Service.

Please keep the parcel delivery note from DHL for possible follow-up questions. This facilitates the search if information is required or the parcel is lost. Only items purchased from the online shop www.casual-fashion.com can be returned for credit.

Can I also place an order using the return slip?

No, orders can only be made using the Casual Fashion online shop. It is not possible to place an exchange order or a new order using the return slip.

Where can I print myself a new return sticker?

Please log in to My Account and go to orders. Call up the order from which you want to return the item and download the label under "Details".
If you ordered as a guest, you can get the documents from our Customer Service.

Can I return the Casual Fashion goods I purchased from a shop to Casual Fashion?

No, this is not possible. Goods that were purchased in a shop must be returned or a complaint made via the shop. Please contact the shop from which you bought the item in this regard. The phone number is usually printed on the receipt.

Within what timeframe can I cancel the order?

After receiving your order you have 14 days to return the article. More information about your $sright of cancellation$s can be found here and in our $sTerms & Conditions$s.

Can I return multiple orders in one package?

We ask you to treat orders separately and always return each order separately. Please avoid returning items from various orders in one return, as there may otherwise be a delay in processing your return.

What should I take care about when handling the goods so that they may be returned?

Please treat the goods carefully. Unworn and undamaged items can be returned without difficulty. We reserve the right to claim damages if the returned goods are used, or smell of perfume or washing powder. Articles for which the price label / hangtag has been torn/removed can't be taken back, because OPUS is unable to sell these goods.

What should I do if I want to exchange an item?

Please return the item to us in the normal way, then reorder the item in the Casual Fashion Online Shop.

How long does it take to refund the cost of my returns and how is this done?

Once we confirm receipt of your return, it takes about 1-2 working days for us to reimburse you if the goods have already been paid for. The refund will be done via the same method of payment which you used to pay for your order.

What should I do if I want to complain about an item?

If a product that you have purchased in the Casual Fashion online shop does not meet the usual quality standards, you can of course make a complaint within the statutory warranty period of 24 months. This also applies to reduced items.
Please return the item as normal and note the defect on the return form.

Discounts & Vouchers

How do I redeem a voucher code?

If you have a voucher code to redeem, you may enter this during the order process in the respective input field. Then, the voucher will be subtracted from your invoice amount. Please note that all voucher codes can only be redeemed online and are valid only once per order. A credit note cannot be issued for an order that has already been placed, the voucher can only be redeemed with the next order.
The minimum order value for redeeming a voucher is €40.00.

Can I redeem multiple vouchers in one order?

Only one voucher per order can be redeemed.

Can I redeem a voucher later for an order?

Subsequent credit for an order cannot be created, the voucher may only be redeemed when you place your next order. If there are any problems with voucher redemption, please call our Customer Service.

Customer Service

What do I do if I forget my password?

If you have forgotten your password, please use the ‘Forgot my password’ link: http://www.opus-fashion.com/de/shop_account_password.
You will then shortly receive a new password by email.
Please then change your password on the My Account screen using the ‘Change password’ button.

Is there a newsletter? How do I sign up?

Yes, there is a Casual Fashion newsletter which informs you about new products, promotions and various topics related to the online shop. You can also sign up for our newsletter at the following link: /en_nl/service-help/newsletter-subscribe.

How can I unsubscribe to the newsletter?

Please use the "unsubscribe" link in our newsletter.

How can I change my login information and address?

Change your login information and address, on the Casual Fashion Online Shop in your personal My Account area under user data or addresses.

How can I contact Customer Service?

You can contact our Customer Service Team using our contact form our hotline or by email. Contact details can be found here.

Data protection & Security

Will my data be transferred securely?

The protection of your personal data is very important to us. We therefore use state-of-the-art technology for this purpose. We use the data transfer protocol SSL (Secure Sockets Layer) for this. This works with 128-bit encryption and ensures that your personal data cannot be read by third parties.
Casual Fashion, however, cannot ensure the safety of the device you personally use to place your order (laptop, tablet, smartphone etc.). This means you should make sure that there is up-to-date virus protection installed on your device.

What personal information from our customers do we collect, store and use and for what purposes?

Detailed information can be found in our Privacy Policy.

What are cookies?

The websites often use so-called Cookies, which help us in making our offer more user-friendly, effective, and safe. Cookies are small text files that are filed on your computer and stored by your browser. Most of the cookies we use are 'session cookies'. They are automatically deleted at the end of your visit. Cookies do not harm your computer and do not contain viruses. Your submissions are saved and used in pseudonymous user profiles. These profiles are used to analyse the behaviour of our visitors and to improve our offers and services.

Which traffic analysis tools are used by the Casual Fashion Online Shop?

In order to constantly improve and optimize our collection we use so-called tracking technology. If you do now want data to be collected and stored for analytical purposes in future, you can reverse the setting by contacting the tracking supplier. You can find more information in our Data protection policy.

Does the Casual Fashion Online Shop transfer the information it receives to a third party?

Information about our customers is important to us and helps us optimize our range of products. However, it is not part of our business to sell this customer information. Information received is forwarded to third parties solely in order to process current contracts or in the reasonable interest of the Casual Fashion Online Shop while drawing up new contracts.
You can find further information in our Data protection policy.

Benefits for you:
  • Free delivery* & returns
  • Payment by invoice **
  • The biggest range of products
  • Two shops - one basket

* on orders of €50.00 or more **, assuming a good credit rating

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