FAQ —
Frequently asked questions
1 — Contact
Office hours:
Mo – Fr • 9 AM – 5 PM
➺ +49 (0)641 – 20 916 900
➺ info@mosaic-distribution.com
Please allow us 1–2 working days to reply via mail for general inquiries. If you have a specific request, please check your designated department here:
2 — Registration
New customers need to apply for registration and be validated before they can login to our platforms.
3 — Login
Successfully approved customers will receive all necessary login information alongside with their password. Login to your customer dashboard here:
4 — PreBooks
Pre-books will be submitted on our custom pre-order sales tool, which can be found on our partner platform Order41:
Please notice that separate login information and a different password is needed in most cases. In cases of any questions or troubleshooting, please contact our pre-book tool coordinator:
Karsten Schmidt
➺ Contact me
5 — Shipping
All orders will be picked and packed through our third-party logistics provider who is based in Germany. Once a parcel has left the warehouse, we will provide a tracking number via mail. We ship with the following contracted shipping partners:
Depending on the quantity of parcels needed, the shipping will be calculated individually after your order has been placed. We charge a shipping cost flat fee per package. Our estimated delivery times for stock orders:
Germany, Austria and Italy:
2–5 working days
7 EUR flat per package
Rest of Europe:
3–7 working days
10 EUR flat per package
For all inquiries regarding the status of your preorders, please contact our operations manager:
Marius Alt
➺ Contact me
6 — Payments
When new customers apply, we kindly ask anyone to provide us their preferred payment method — this information will be deposited in our customer database and represents the standard payment method for all future business. We offer the following payment methods:
➺ SEPA debit payment
➺ Bank transfer
➺ Prepayment
As each case is of individual nature, please feel free to get directly in touch with our accounting department if there are any questions left:
7 — Aktivbank AG
Existing customers with questions regarding factoring or topics involving our Aktivbank AG partner please reach out directly to our department of finances.
As each case is of individual nature, please feel free to get directly in touch with our accounting department if there are any questions left:
8 — Returns
This is our warehouse address:
Attitude Lifestyle OHG
c/o Lier Lagertechnik
Hagener Str. 55
28844 Weyhe (Germany)
Please make sure to contact us, before returning products. As each case is of individual nature, please feel free to get directly in touch with our operations department to announce your shipment:
Marius Alt
➺ Contact me
9 — Defective item claim
From time to time it is inevitable in the nature of a product that its quality does not meet the desired standards due to production errors. However, should this rare case occur, we at Mosaic Distribution provide you with an easy way to submit product and material defects to us digitally.
Please visit this page for detailed information on how to claim a defective item:
If you are in need of additional information, please send your individual request to us:
10 — Product data
In the world of eCommerce, nothing is more important than data and that is exactly the reason why we at Mosaic supply our customers with all relevant product information that our suppliers provide to us. Existing customers can request product data at any time, such as:
➺ eComm pictures
➺ UPC or EAN codes
➺ Material compositions
If you are in need of any information, please send your individual request to us:
11 — Size guide
Not sure which size you should pick? Please refer to this size chart for a conversion of sizes regarding footwear and Poler’s napsacks. The given measurements for apparel are only for an approximate reference, so they may differ from brand to brand. Click the image below to maximize the chart:
12 — Marketing support
If you are in need of marketing assets to advertise a specific product launch or highlight a seasonal campaign, we are delighted to support you with our brand’s assets such as:
➺ Lifestyle imagery
➺ Social media content
➺ Campaign copy
➺ Web banners
The availability of assets depends on the supplier and may differ from brand to brand. Please send your individual request to our marketing manager:
Philipp Schäfer
➺ Contact me
13 — Consulting
Your brand is not available in the European territory yet or just needs a little extra advise on how the market is working? Heads up, because Mosaic not only distributes finer brands, but also counsels them to establish business in Europe:
➺ Brand building
➺ Consulting
➺ Market introduction
➺ Sales network
If you are interested in working with us, please contact our chief executive officer:
Philipp Schmidt
➺ Contact me