Frequently Asked Questions And Answers

Shopping FAQs

Delivery & Tracking

Thank you for ordering with us!

We know you’re excited to receive your package, and we totally understand that anticipation! Here’s how to track your order:

Log in to your I Got Piercings account. Go to ‘My Orders,’ then ‘View Order.’ Scroll down to ‘Track Your Order,’ and you’ll find your tracking code there.

For tracking, use one of these recommended sites:

Standard Delivery by DHL – click here

If you need assistance, don’t worry! Our customer service team is here to help. If you still need to reach out to us, you can contact us here or click the blue Help button. Type in any word, and the “Contact Us” option will appear. All we’ll need is your order reference and these three details:

(If you don’t have or know your order reference, the following will be enough.)

The name of the person the order is for
The email address you used to place the order
The date you made the order

With that information, we’ll be able to locate your order and assist you.

Very soon, you’ll be able to show off your new jewelry!

Have a wonderful day!

We ship all our products directly from our warehouse in Germany, ensuring that all customs fees are taken care of before your order reaches you.

If you receive a request to pay customs fees, please verify the source of the message. Scammers sometimes send messages asking people to click on links and make payments. Don’t pay anything until you've confirmed the matter with us to avoid falling victim to these scams.

Our customer service team is always here to help! If you need assistance, don’t hesitate to get in touch with us.

We’re available Monday through Friday. If you reach out over the weekend, we’ll respond to you on Monday.

You can contact us by email or call our support team on any weekday between 10:00 and 18:00 and Saturday 10:00 - 16:00 for a quick response.

Thank you very much for placing your order with us!

Haven’t received a confirmation email from us yet? No worries, we’re here to help!

First, could our email have ended up in your spam or junk folder? It’s worth checking these folders just in case. If it’s still not there, it’s possible there may have been a typo in the email address provided. For example, we often see small typos, especially with common domains like Gmail.

Our friendly customer service team is ready to assist you! If you'd like to check on your order for peace of mind, feel free to reach out.

You can contact us here, or click the blue Help button, enter any word, and the “Contact Us” option will appear. To locate your order, we’ll need your order reference and these three details:

(If you don’t have or know your order reference, the following will be enough.)

The name of the person the order is for
The email address used when ordering
The date you placed the order

With this information, we can likely find your order and assist you.

We’re open Monday through Friday. If you contact us over the weekend, we’ll get back to you on Monday.

Please note, we can’t resend confirmation emails, but we can verify that your order has been completed. If it’s already shipped, we’ll provide the tracking number so you can follow your order’s progress.

To track your order directly, click here.

Or, if you’d like to know more about our delivery times, click here.

Rest assured, you’ll be flaunting your new jewelry soon!

If you're like us, you want your order to arrive as soon as possible!

We completely understand the excitement! We ship orders daily—if you place your order before 16:00, it will be shipped out the same day. (This applies Monday to Friday. We’re closed on Saturdays, Sundays, and public holidays.)

Delivery times vary depending on the delivery method you selected at checkout.

Click here to view our delivery times.

If you need assistance, our team is happy to help. You can contact us here or click the blue Help button, enter any word, and the “Contact Us” option will appear. To help us locate your order, please have your order reference and these three details ready:

(If you don’t have your order reference, the following details are enough.)

The name on the order
The email address used when ordering
The date of your order

With this information, we can track down your order and assist you.

We’re open Monday through Friday, so if you contact us over the weekend, we’ll respond on Monday.

To track your order directly, click here.

Usually, the 'delivered' status is our favorite update! But don’t worry if you haven’t found your package yet.

First, double-check that you entered the correct address. If you were logged into your account when placing the order, you can review your last order details to confirm.

If the address is correct, here are a few tips that have helped other customers locate their packages:

Our packages are small, so check through the rest of your mail—your delivery may be nestled between other items.
Ask your neighbors, as sometimes a neighbor accepts the package on your behalf.
Check with anyone else who may have access to your mailbox. Some customers find that a family member has already picked up the package.

If you need further assistance, don’t hesitate to contact us, and one of our friendly team members will be happy to help!

We’re open Monday to Friday. If you reach out on a Saturday or Sunday, we’ll get back to you on Monday.

You can contact us by email or phone. We’ll need your order reference and the following three details:

(If you don’t have or know your order reference, these details will be enough.)

The name on the order
The email address used when placing the order
The date of the order

With this information, we can likely locate your order and assist you.

Thank you for shopping with us!

You'll be reunited with your purchase very soon!

If you've received a collection notification, please pick up your package as soon as possible. Post offices and collection points usually hold packages for only a few days before they’re returned to the sender.

Please note that we only have access to the information provided in the tracking link.

If you need any assistance, feel free to reach out to us, and one of our friendly team members will be happy to help!

We’re available Monday to Friday. If you contact us over the weekend, we’ll get back to you on Monday.

You can contact us by email or phone. To help us locate your order, please have your order reference and the following three details ready:

(If you don’t have your order reference, the following details will be enough.)

The name on the order
The email address used to place the order
The date of the order

With this information, we’ll likely be able to locate your order and assist you with your problem

Don’t worry—we’re here to help! There’s often a good reason for extended delivery times.

First, double-check that the expected delivery time has actually passed, as it’s easy to miscount the days.

Click here to view our delivery times.

Please keep in mind that if you placed your order on a Friday evening, Saturday, Sunday, or public holiday, it will be dispatched on the next working day. For example, if you ordered at 17:00 on a Friday, the delivery time starts from Monday (unless it’s a holiday).

If you need assistance, feel free to reach out, and one of our friendly team members will be happy to help!

We’re available Monday through Friday. If you contact us over the weekend, we’ll get back to you on Monday.

You can contact us here or click the blue Help button, enter any word, and the “Contact Us” option will appear. To help us locate your order, we’ll need your order reference and the following three details:

(If you don’t have or know your order reference, the following details will be enough.)

The name on the order
The email address used to place the order
The date of the order

With this information, we’ll likely be able to locate your order and assist you.

My I Got Piercings account

If you've forgotten your password, it’s easy to get a new one. Simply go to our website and click on "My Account." You'll see a link labeled "Forgot your password?" just below the field where you would normally enter your password.

Follow the instructions, and you’ll receive an email with a link to reset your password. If you don’t see the email, be sure to check your SPAM folder.

If you still haven’t received the reset email, it may be due to an error in the email address you registered with IGotPiercings. In that case, please email us at info@igotpiercings.com, and we’ll check your account. Make sure to contact us from the email address you’re using to access our site; otherwise, we won’t be able to assist you.

Unsubscribing from our newsletters is easy! Simply click the "Unsubscribe" link at the bottom of any of our newsletters. Once you’ve clicked the link, you’ll stop receiving all types of newsletters from us immediately. Unfortunately, this also means you’ll miss out on our special offers and updates.

Instead of using the auto-fill function, try entering your information manually. Be careful not to add any extra spaces before or after your email address or password.
If you still can’t log in, click the "Forgot your password?" link located just below the password field. You’ll then receive an email to recover your password. If it doesn’t appear in your inbox, remember to check your spam folder.
If you still haven’t received the email, there may be an issue with the email address you used to register your igotpiercings account. We can help with that! Just email us at info@igotpiercings.com from the same address you’re trying to log in with. Due to data protection regulations, we can’t assist if you contact us from a different email address.

At Igotpiercings, we protect your privacy and we store your personal information by following the applicable legal provisions very closely.

You can delete your account anytime you want. Just follow the simple steps below: 1. Login to our webshop and go to "My Account". 2. Click "Personal Information" in the menu and scroll down to the "Delete Account" section. 3. Tick the box where it says "I understand and want to delete my account". You will be asked to re-enter your password before you can submit your request.

You will see a message confirming that your request was submitted correctly. All your non-purchase related activities and private data will be removed from our database.

My orders

Changes to my order

If your order hasn’t been shipped yet and is still in our system, we can cancel it for you. Once canceled, your refund will be processed through your original payment method within 1–5 days, depending on the method used.

Unfortunately, if the order has already been shipped, we can no longer cancel it. We prioritize quick shipping to minimize delivery times, and most orders are dispatched within 24 working hours (often even sooner). Working hours are Monday to Friday; we’re closed on weekends and public holidays.

You’ll receive a shipping confirmation by email once your order has shipped. If you’ve received this confirmation, it’s likely too late to cancel. We apologize for any inconvenience!

If you’d like to cancel an order that hasn’t shipped yet, please reach out to our customer service team. We’re open Monday through Friday and will respond on Monday if you contact us over the weekend.

Thank you for your order!

We can update your delivery address as long as your order hasn’t been shipped yet. Unfortunately, once it has been dispatched, we’re unable to make any changes to the address. We aim to ship orders quickly to minimize delivery times, with most orders going out within 24 working hours (sometimes even sooner). Our working hours are Monday to Friday, and we’re closed on weekends and public holidays.

You’ll receive a shipping confirmation email once your order has been shipped. If you’ve received this email, it’s unfortunately too late to change the address. We apologize for any inconvenience.

If you need to update your delivery address and your order hasn’t shipped yet, please contact our customer service team. We’re open Monday through Friday, and if you reach out on a Saturday or Sunday, we’ll respond on Monday.

If you need to update any details of your order (such as the delivery address or recipient name), please first check that you haven’t received a shipping confirmation email. Once your order has been packed and shipped, our system will automatically send this email, indicating the order has left our warehouse and no further changes can be made.

However, if your order hasn’t been dispatched yet, we may still be able to make changes. Please email us immediately at info@igotpiercings.com with all the necessary details, including your full name, address, and order number, in your initial message. Providing complete information in your first email increases the likelihood we can update your order before it ships.

*If you’d like to change the products in your order, you can also request this via email. In most cases, we may need to cancel your order instead, allowing you to place a new one with the correct items. If we cancel, the items will automatically be placed back in your cart, making it easy for you to adjust the order and check out again.

Tip: If you’re unsure about the status of your order, log in to our website and click on the "My Orders" tab.

Thank you for shopping with us!

Once your order is confirmed, we’re unable to add additional items. This is because the invoice is automatically generated and must match the items shipped in the package.

However, here’s how we can help fulfill your request…

If your order hasn’t been shipped yet, we can cancel it, allowing you to place a new order with all the jewelry you have in mind!

If you need assistance, our friendly team is here to help.

We’re open Monday to Friday. If you contact us on a Saturday or Sunday, we’ll get back to you on Monday.

You can reach us here or click the blue Help button, enter any word, and the “Contact Us” option will appear. To locate your order, we’ll need your order reference and the following three details:

(If you don’t have or know your order reference, the following information will be enough.)

The name on the order
The email address used to place the order
The date of the order

With this information, we’ll be able to find your order and assist you.

Payment

We use Strip, Google Pay, Apple Pay, Paypal for all our online payments

find more info here under WooCommerce

Our system automatically cancels any unpaid orders within one hour.

To check your order status, simply log into your account on our website.

If your order is marked as "Cancelled," you can easily reorder by following these steps:

Log in to our website and click on "My Account."
Select "Reorder" next to your most recent order attempt.
Ensure that your payment goes through successfully this time by carefully entering all required details correctly.

This should help you complete your purchase smoothly!

If your debit or credit card payment is rejected, it’s likely due to a security feature called "3DS Security."

This two-step verification process is used to prevent fraud in online transactions. If your 3DS approval doesn’t go through, we won’t be able to process your order. Many banks support 3DS, especially those that use "MasterCard SecureCode" or "Verified by VISA" technology. Here are a few common reasons why your payment may have been declined:

Your card isn’t enrolled in 3DS.
3DS is disabled or not activated on your card.
You don’t have sufficient funds.

These factors can prevent you from completing your purchase. As a first step, please contact your bank. Alternatively, you can try a different payment method at checkout, such as PayPal.

If you’re still experiencing issues, feel free to send a screenshot of the error message to info@igotpiercings.com, and we’ll assist you as soon as possible.

Unfortunately, we don’t offer cash on delivery as a payment option.

However, we do offer a variety of other payment methods, all listed on our website. Cash on delivery simply isn’t available—our apologies for any inconvenience.

At I Got Piercings, we prioritize secure online shopping. All payments are encrypted, and we are fully "PCI compliant," meaning we adhere to all the required standards for safe online transactions. You can rest assured that your payments with us are in good and secure hands.

You can easily download your invoices from our website once your order has been shipped.

To access them, log into your account and go to "My Orders." Here, you can find and select the order you’d like to download an invoice for.

Click on the order, then go to the "Invoice" tab and select "Print." From here, you can choose to save it as a PDF or print it directly at home.

Report order problems

To report an issue:

Email us at info@igotpiercings.com with your order number and a clear photo of the issue. The picture should show both the defect and the entire unopened bag. If needed, feel free to send multiple photos or even a video if it better demonstrates the problem.
If your order is missing an item, please also contact us at info@igotpiercings.com with your order number. Let us know what is missing so we can quickly check our warehouse control cameras. This information helps us verify and resolve the issue faster.

If, unfortunately, we didn’t send everything you ordered, please send us a clear and detailed photo of everything you received, still sealed in their bags.

To expedite the process, be sure to include your order number and the names of any missing products. The more specific you are in your initial message, including multiple photos if needed, the better we can assist you.

Once we receive your email, we’ll cross-check your photos and information with our monitoring cameras at all our packing stations. This allows us to quickly confirm any errors and helps us improve our team’s accuracy for future orders.

With your detailed information, photos, and our warehouse monitoring, we’ll be able to resolve the issue promptly. We apologize for the mistake—we’re only human and work hard each day to minimize errors. When they happen, we strive to resolve them quickly and efficiently.

Please send your order number, description of the issue, and photos to our support team at info@igotpiercings.com.

Return item

If you’ve purchased something you don’t like, no problem! We’re happy to accept returns as long as the items are in their original, unopened condition. However, we encourage minimizing returns whenever possible.

Frequent returns are costly for both you and us, and they’re also hard on the environment. Excessive returns may lead to being restricted from future purchases on our website.

Here’s how to return an item:

Place the items you want to return in a new, well-padded box or envelope. Please note that if jewelry is damaged during return transit due to insufficient packaging, we won’t be able to issue a refund. Avoid reusing our bubble envelopes, as they’re designed for single-use only and may break if reused.
Download, print, and fill out our return form here. Attach this form to your shipment, and write our return address (provided on the form) clearly on the package.
Take the package to your post office and send it to us. We recommend choosing a shipping method with tracking and insurance to monitor its progress. Please note that return shipping costs are your responsibility.

If everything checks out when we receive the return, we’ll process it within 1–8 business days. You’ll receive an email confirmation, and you should see the funds in your account a few days afterward.

It’s essential that all jewelry is returned in its original, unopened packaging.

Everything you need to know about returns can be found here.

Returning products you don't like or that weren't the size you wanted is okay. So yes, you can return something. But don't take it out of the sealed bags. And if nothing else, for the sake of the environment, try to avoid returns as much as possible.

Everything you need to know about returns can be found here.

Promotions & discount codes

Copy the code you received (or that was displayed on your screen) and paste it into the discount code field either in your cart or just before completing your order.

Ensure that the code is entered exactly as it appears, without any spaces at the end.

You’ll find the discount code field in the cart and at checkout, near the total amount.

If a discount code appears on your screen, be sure to copy it immediately, as it will not be displayed again or sent to your email.

*Please note that most of our coupons do not apply to Titanium products.

Unfortunately, we’re unable to apply discount codes retroactively once an order has been placed. We apologize for any inconvenience.

However, you can still use the code on your next order, provided it hasn’t expired.

To use the code, simply paste it into the discount code field found in the cart or at checkout. Make sure there are no extra spaces or characters when you enter the code.

From time to time, we offer various shipping discounts, including free shipping.

If you’re still seeing a shipping charge, it’s usually because your order hasn’t met our “free shipping threshold” or you’ve selected a shipping method that isn’t eligible for the discount.

To qualify for free shipping, the total amount for your products—after any discounts—must exceed our “free shipping threshold.” This means the product total, excluding any shipping costs, must be above the required amount after discounts.

The same applies if you’re using a discount code that provides a shipping discount.

If you believe you were charged for shipping in error, please email us at info@igotpiercing.comwith your order number and a brief explanation, and we’ll be happy to investigate.

Not finding the help you need?

NEED HELP? Info@igotpiercings.com
Our customer service can be reached by phone: +49 461 97888151
From Monday to Friday 10:00 til 18:00
Saturday 10:00 til 16:00