Claims & Returns
- For how long do I have the right to return my order?
- How can I return my order?
- My order is not in the list of orders I can return. What should I do?
- The product I received is damaged or faulty. What can I do?
- I have received the wrong product. What can I do?
- Can I exchange an item?
If you are not 100 % satisfied with your recent purchase, you are more than welcome to return products that are in original condition, unopened and unused (including gift-sets) for a full refund, within 21 days after you have received your order.
To proceed with a return, please visit our website and click on the Account section. Once you log-in, in the section "My Account" click on "Returns". Here, you will see the list of orders which are eligible to be returned. Once you have identified which order you want to return, click on "Return this order" and select which products you wish to return. Please specify for each product you are returning, the reason for your return. If the product you have received is damaged or defective you will be also asked to upload a picture of the product. Once you have selected all the products you want to return, click on the button "RETURN THIS ITEM(S)". Click on "PRINT YOUR LABEL" to be redirected to the carrier page in order to obtain the label you need to apply on the shipping box you will send back to us. Do not change your Customer reference number, since here your order number will be stated. Fill out all the information necessary to process the return such as your Name, Surname, Address etc.. and once done click on "Next" / "Weiter".
Now you can choose how to proceed:
Option 1: print your return label simply clicking on "please open and print the PDF file". The file will be automatically downloaded as PDF.
Option 2: show the QR code with your smartphone at Deutsche Post offices, parcel carriers, parcel shops or pack stations of DHL to print the label (Click on the QR code to download it as an image or save it in your Apple Wallet)
Option 3: add another email where you wish to receive both your return label and the QR code as attachments.
Please print the return label in an A4 paper and stick it on your parcel.
IMPORTANT: Please remove all old labels and barcodes from used boxes.
To find your Deutsche Post filiale (DE) click here:https://www.deutschepost.de/de/s/standorte.html
In case you do not have a registered account, click on "Claims and Returns" in the footer on our website. Once the page is loaded insert your email address, the order number and click on ok. If it is possible to return your order you can proceed with the next steps explained above. However, if you receive the message "Your order is too old to return" we are sorry to inform you that it will not be possible to return your order.
If you need further assistance with your return, please contact us via our Helpdesk selecting "Claims and Returns" as contact reason.
Please note that returns of used products will not be accepted or refunded. If you are not satisfied with a product, please feel free to contact us. We will surely find a solution.
If within 14 days after you have received your order, the order you want to return is not listed in the list of orders you can return, please contact us via our Helpdesk selecting "Claims and Returns" as contact reason.
If you received a damaged or faulty product, please open a claim with us via our "Return portal" following the process described in "How can I return my order?". If the product you have received is damaged or defective you will be also asked to upload a picture of the product in the claim process. When submitting a claim for a damaged or faulty product you will have the possibility to immediately request a reshipment or a refund for it.
If you need further assistance with a damaged or faulty product, please contact us via our Helpdesk selecting "Damaged or faulty product" as contact reason.
If you received a wrong item, please open a claim with us via our "Return portal" following the process described in "How can I return my order?". In order to process a refund for this article, we would need you to return this item. In the claim process you will obtain the shipping label for the shipping box you will send back to us containing the wrong article. Your refund will be released once your return has been received and processed at our warehouse. The amount will be refunded to the account or credit card used for the purchase. Please note that the processing of refunds of credit card orders may take longer depending on the credit card's issuer.
If you need further assistance with a wrongly received product, please contact us via our Helpdesk selecting "Wrong product received" as contact reason.
Unfortunately, our system can't make any exchanges, only returns and refunds. However, you are more than welcome to return the item you don't wish to keep for a full refund and then place a new order for the item that you want instead.