FAQ
PACKAGING AND SHIPPING
What are your shipping costs?
Austria EUR 4,-
Germany EUR 6,-
All other EU countries EUR 9,-
How long does it take for my order to be packed?
We pack orders every Monday, Wednes and Friday morning. If you place your order by 11:00 AM on the shipping day, it will be handed over to the shipping carrier on the same day :)
How long does it take for my order to arrive?
This depends on your delivery address. We expect a shipping time of 2 to 4 business days within Austria, 3 to 5 business days to Germany, and 3 to8 business days to all other EU countries. If you have further questions, feel free to contact us at info@glein.wien.
Where do you ship to?
Currently, we ship our products within the European Union through our webshop. If you want to place an order outside the European Union, please email us at info@glein.wien, and we will send you an invoice with a request for prepayment using bank transfer.
Where is your shipping location?
All our orders are shipped directly from our Atelier & Shop at Neustiftgasse 18 in Vienna. On-site, we usually have even more colors and variations than in the webshop :)
What are the customs duties and taxes?
For items shipped within the European Union, no additional taxes or customs duties apply. The item prices and shipping costs are gross prices including VAT.
Sustainable Shipping
Your order will be shipped in environmentally friendly packaging.
What can I do if I've ordered to the wrong address or want to change my order?
If your order has not been picked up by the shipping service yet, we can still make changes. Just send us an email at info@glein.wien with your invoice number and your name.
PRODUCTS & SUSTAINABILITY
Will an out-of-stock item be available again?
All our products are exclusive items produced only for us. Therefore, certain sizes, colors, or individual products may be sold out. Please email us at info@glein.wien for more detailed information.
Will the Lehnspiegel (leaning mirror) be available again?
The Lehnspiegel is usually in stock. It cannot be ordered online because the mirror as well as the stone do not ship well. However, you can always pick them up at our Shop & Atelier at Neustiftgasse 18 in Vienna.
How and where do you produce your products?
Our product range is produced in close personal collaboration with specialized workshops across Europe. We exclusively use high-quality materials from sustainable sources that respect people, animals, and the environment. Clothing is made in Portugal, leather goods and shoes in Croatia and Hungary, furniture in Austria, and knitwear in Italy. Detailed information about production conditions and materials (Vacchetta leather, Merino wool, European linen, and 50/50 organic jersey) can be found on our material pages or on the respective product pages in our webshop.
RETURN, REPAIR, AND EXCHANGE
Is the return shipping free?
Currently, we cannot offer a flat-rate free return shipping, as we are still a very small label. We appreciate your understanding.
How can I return or exchange a purchased product?
You can return your order to us within 30 days of receipt at:
Glein Atelier & Shop
Neustiftgasse 18
1070 Vienna
AUSTRIA
Upon receiving your return, we will refund the amount, including shipping costs, to the original payment method.
Please make sure that all returned items are in their original condition and securely packaged when sending them back. Socks are excluded from returns for hygienic reasons.
If you have any questions or want to exchange your order for a different size, feel free to contact us at info@glein.wien.
More detailed information can be found in our Terms and Conditions.
How long does it take to receive a refund for my return?
Once the returned goods have reached us, we will promptly refund the amount, including the shipping cost allowance, to the original payment method. If we inadvertently forget, feel free to remind us via email at info@glein.wien ;)
Can I return my online orders to your Atelier & Shop in Vienna?
Yes, you can come by our Atelier & Shop at Neustiftgasse 18 in Vienna during our opening hours from Tuesday to Saturday between 12 and 6 pm.
Please ensure that the items from your order are unworn and unwashed for a return.
Do you also repair your products?
We repair the seams of all our bags and leather goods directly in our Atelier & Shop. Additionally, we offer resoling of our Derby shoes through our production.
If you have any questions about a repair, feel free to write to us at info@glein.wien.
WASHING AND CARE
How do I care for my Glein bags and leather goods?
Our leather is treated in the tannery and prepared for everyday use. The biggest challenge for the leather is the possibility of drying out. Therefore, any immediate dirt should be wiped off the bag. For prolonged non-use, it is advisable to protect the bag from dust in a Dust Bag. For maximum durability, it is recommended to rub the bag with a high-quality leather care product about once a year.
How do I wash my Glein clothing?
A washing temperature of 30°C is usually sufficient, preserves the fibers, and saves energy. For example, a wash at 30°C consumes only about 2/3 of the energy compared to a wash at 40°C. Washing at a lower temperature is not only environmentally friendly but also more cost-effective.
The detergent should be biodegradable; in Austria, this is indicated by the environmental label. Follow the dosage on the packaging, keeping in mind that soft water (as in Vienna) requires less detergent than hard water. Please always wash our Merino wool products in the wool program with wool detergent.
Avoid using fabric softener. Instead of aggressive bleach, a little baking soda can be used, and a little vinegar helps against unpleasant odors.
A significant amount of energy can also be saved by air-drying the laundry and avoiding machine drying.
A tailor-made washing instruction for each product can be found on each individual product page.
GIFT VOUCHER
Can I purchase a voucher code for the online shop?
We sell gift vouchers that can be redeemed in the webshop upon request.
Write us at info@glein.wien
Questions left?
Call us: +43 670 60 48 662 (TUE - SAT | 12 AM - 6 PM)
Or write us at: info@glein.wien