Complaints and returns
RETURN OF AN ITEM OR AN ENTIRE ORDER
RETURNS WITHIN GERMANY
We hope that you are satisfied with your order. If this is not the case, you can simply return your purchased items (including reduced items) within 14 days of delivery.
Step 1
Please complete the enclosed returns form and enter the reason for the return.
Step 2
Place the completed form and the item you wish to return in your parcel.
Step 3
Carefully close the parcel and attach the return label to your parcel.
Step 4
Hand in the parcel at the nearest Deutsche Post/DHL branch.
Step 5
Once the return has been received, the refund will be made via the original payment method.
Step 6
All confirmed returns will be refunded to the original card/account holder in the same currency as the purchase.
RETURNS OUTSIDE GERMANY
We hope that you are happy with your order. If this is not the case, you can simply return your purchased items (including reduced items) within 14 days of delivery.
For returns from all other countries (EU and third countries), the customer bears the costs for the insured return shipment.
Customs:
Please note that postal and parcel shipments from a non-EU country to Germany must always be cleared through customs. To determine the customs duties, you must enclose a complete and correctly filled out customs declaration and invoice. Please always attach these documents to the outside of your parcel. If you have any questions, please contact our personal customer service in advance.
GUIDELINES FOR RETURNS
RETURN POLICY
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The right of return only applies to unworn, unwashed and flawless items from which the labels have not been removed.
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Only a prepaid shipping label will be provided. Therefore, please return all items in one package
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The return shipment is made with the shipping service provider through which the package was delivered (DHL)
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We can only accept returns from the country of delivery. For example, if the delivery was sent to Germany, the return may only be initiated from Germany. Otherwise the return is unfortunately not free of charge, the fees for import and delivery are at your expense
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Personalized items are excluded from exchange.
REFUND OF THE PURCHASE PRICE
After we have received your return, we will inform you by e-mail about the credit note to be issued. The refund will be made immediately. Please note:
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The refund will be made using the same payment method as the purchase
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The refund will be made in the same currency as the purchase
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The debited amount will always be refunded to the buyer and card or account holder
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If the return was purchased with a voucher, a new voucher will be issued
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The refund time depends on the payment method or credit card used
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If you made your purchase with a promotional voucher, you will receive a refund for the amount actually paid that was charged to you after the voucher was applied. The promotional voucher then loses its validity.
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If you have made your purchase with a promotional voucher and return part of your order, you will receive a pro rata refund in proportion to the value of the voucher.
DECLARATION OF REVOCATION
If you wish to cancel your contract, you have the following two options:
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WITHDRAWAL BY RETURNING THE GOODS
Your declaration of withdrawal can be made within 14 days of delivery simply by returning the goods. -
DECLARATION OF WITHDRAWAL IN WRITING OR BY PHONE
Your declaration of withdrawal must be sent to us in writing, e.g. by e-mail, fax, post or telephone, within 14 days of delivery. We recommend that you use our sample form for this purpose. Please then return the goods to us within 14 days.
Further information can be found in our General Terms and Conditions.
For additional information or if you have any further questions, please contact our customer service.
CALL US ON
+49 8038 9099248
Monday to Thursday, from 08:30 to 17:00 and Friday, from 08:30 to 13:00 (except on public holidays)
