Returns
If you’re happy, so are we! However, should a delivery ever give cause for a complaint, we’ll find a solution. Just give us a call! It is important to us that you are satisfied. In addition, we offer a 30-day, free returns service for unworn goods to our customers in Germany.
Returns from Germany & other EU countries
If you wish to return goods to us, please proceed as follows. Please understand that we can only accept unworn items in their original packaging, including all labels.
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Step :
Register your return via our online returns portal here.
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Once you have registered your return online, you will receive an email with further instructions, including a returns form. Please note that this returns form must be included with the parcel.
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Print out the shipping label that was sent to you by email. If you have not purchased a shipping label via the online returns portal, we strongly recommend that you choose a tracked delivery option so that your return can be tracked at all times.
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Please pack the unworn items securely in their original packaging and place them in a suitable shipping box. Affix the shipping label to the outside of your parcel and hand it in at your nearest post office.
Important : Please keep the proof of posting until you have received a returns confirmation from us by email.
Returns from Switzerland & non-EU countries
Customs information : To avoid problems, please ensure you mark the parcel as “returns”. For customers from non-EU countries, particularly Switzerland, returns must be marked as “returns” when posted. Otherwise, additional customs charges will apply or the goods will be returned to you by German customs.
If you wish to return goods to us, please proceed as follows. Please note that we can only accept unworn goods in their original packaging, including all labels.
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Step :
Register your return via our online returns portal here.
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Step :
Once you have registered your return online, you will receive an email with further instructions, including a returns form. Please note that this returns form must be included with the parcel.
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Step :
Print out the prepaid shipping label that was sent to you by email. If you have not purchased a shipping label via the online returns portal, we strongly recommend that you choose a tracked delivery option so that your return can be tracked at all times.
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Step :
Please pack the unworn items securely in their original packaging and place them in a suitable shipping box. Affix the shipping label to the outside of your parcel and hand it in at your nearest post office.
Important : Please keep the proof of dispatch until you have received a returns confirmation from us by email.
Frequently asked questions about returns
If you require the same item in a different size or colour, please place a new order for the item directly. You can simply return the unwanted item to us. We will refund the purchase amount to your account within 1 week. It is not possible to offset the cost of the returned item against the new order.
This way, the replacement item will reach you much faster!
Every year, a huge number of parcels leave our dispatch centre. However, we keep the return rate very low. We achieve this, for example, through providing good advice in advance and carefully packaging the ordered goods. If we were to include a full set of return documents with every parcel, most of them would end up unused in the bin. Providing these documents electronically, on the other hand, ensures that only those documents that are actually needed are printed. In doing so, we are also helping to conserve valuable natural resources.
Once we have received the returned goods we will investigate the reason for the complaint within one to two working days. We will then notify you by email or telephone regarding the next steps. The delivery time for the replacement shipment depends on the availability of the goods. This can be found in the product description in our online shop.
Provided you are entitled to a credit note, this is usually issued within seven working days of the receipt of the returned goods. You will be notified of this by email at the same time. Within Germany, the credited amount should appear in your account within three further working days at the latest. If, contrary to expectations, this is not the case, please contact us immediately.