Return & Refund
30 days. Free. Easy.
This is how returns work
1. in your package you will find a return slip and a DHL return label - keep this well.
2. tell us on the return slip why you are returning which item. This will help us process your return faster.
3. Put the return label together with the items in the package and seal it securely.
4. paste the old shipping label with the new return label so that your package is returned to us.
5. now you just need to leave your package at a DHL station of your choice and your return is on its way to us.
6. please keep your receipt with the shipment number well to track your package and to be able to claim in case of emergency.
7. as soon as we have received your return, we will arrange the refund after successful processing. Usually, the amount will be credited to you within 7 business days.
Our new returns process – for selectet countries within EU
Find documents in package
In your package you will find a return form and a return label.
Select complaint reasons
Help us process your return faster and get feedback on the products.
Pack all documents and items securely and stick self-adhesive return label on the outside.
Post your return at a DHL Post Station so that your return comes back to us.
Retain proof of submission
Keep the receipt from the post office with the shipment number to track your package.
Once your return has been successfully processed, we will arrange for your refund.
How many days do I have to return my order?
You can return your order free of charge within 30 days of receiving your goods.
Where can I find my return label?
You will find your label conveniently in your package. Please note that only one prepaid label is available per order. Therefore, send all items back in one package. This only applys if you return from Germany or a country within the EU.
For each additional label you have to pay yourself..
There is no return label in my package, what can I do?
In this case, you can create a new return label for yourself.
Are the returns free of charge?
Returns within the EU* are free of charge for one return per order! The only important thing is that you return the goods via the same shipping company that delivered your order.
*Exceptions: Greece, Croatia, Portugal, Sweden. For these countries, the same rules apply as for countries outside the EU.
How long does it take to process the return?
It takes 3-5 days for your return to reach us. After that, we usually process it within 2-4 days. We will inform you about the current status of your return by e-mail.
Can I simply drop off my return at your Augsburg office?
Of course you can bring your return to us. We look forward to your input. Our office is located at Stettenstr. 8 in 86150 Augsburg.
PS: Since we are not in the office all day, please come by between 09:00-16:30.
Can I return two returns in one package?
Yes, with pleasure! The environment will thank you. It is only important that you create a separate return slip for each order and include both in the package. This is the only way we can allocate the returns and process your refund as quickly as possible.
Which items can I return?
We ask you to be careful when trying on our items. Please understand that we may claim compensation for any stains that occur.
Can I exchange my order?
Unfortunately, we do not currently offer exchanges. Please return the item you ordered and then reorder the desired item.
What is the difference between a return and a complaint?
If you have ordered something from us that doesn't fit or you don't like, you have the chance to return it free of charge within 30 days.
Nobody is perfect. If the item you ordered is faulty, you can make a claim outside the 30-day returns guarantee using our claim form. We will then check your complaint and, if necessary, refund the amount paid.
How do I return an order that I paid for with Klarna?
File your return on the Clarna website. To do this, open your order and click on "Register return". Then indicate which products you would like to return. The payment will be paused until the return has been processed. Klarna will then inform you of the new invoice amount. If you have already paid, you will usually receive a refund within 3 to 5 working days.
Returns (outside the EU)
Which countries are included in the delivery countries outside the EU?
The following rules apply to Switzerland, Great Britain, Norway, Liechtenstein as well as non-European countries.
We also cannot offer free return shipping for the following EU countries:
Greece, Croatia, Portugal, Sweden
Are returns outside the EU* free of charge?
Unfortunately, we cannot currently cover the costs for returns from Switzerland, Great Britain, Norway, Liechtenstein and non-European countries. We also cannot offer free return shipping for the following EU countries: Greece, Croatia, Portugal, Sweden. You can send your return to our office using a shipping service provider of your choice:
How do I return something outside the EU?
1. Pack your order in a package and enclose the delivery note.
2. Attach two copies of the original purchase invoice to the outside of the shipping box. Use transparent delivery note bags for this purpose. This way, customs in the destination country will know that it is a return. In addition, you should write the word "Return" clearly and in large letters on the package.
3. Frank the package sufficiently and send it with a shipping company of your choice to the following address:
What additional costs can arise for a return from a non-European country?
Customs costs: Customs costs may be incurred for returns from non-European countries. The costs for this are to be borne by the customer. This applies in particular to returns from Switzerland, Great Britain, Norway and Liechtenstein.
When will I receive my refund?
As soon as we receive your return, we will process it. You will usually receive your refund within 14 days. However, this also depends on your bank and payment method.
Will I be reimbursed for the shipping costs?
Returns from within the EU:
We will also refund the standard shipping costs except in the following cases:
1. you are only returning part of the order.
2. you are using a different shipping company to return the goods.
Please note: if you have opted for premium shipping at checkout, we will refund the shipping costs minus the express surcharge.
Returns outside the EU:
Unfortunately, shipping costs will not be refunded for returns sent to non-EU countries and Greece, Croatia, Portugal and Sweden.
Do I get a refund when redeeming a voucher?
If you have used a voucher to pay for your order and then return your order, we will also refund the value of the voucher back to your gift card. The gift card will then be active again and can be used on your next order.
If you only return part of your order, we may charge your gift card proportionally.
When will I receive my refund if I paid with Klarna?
If you have chosen Klarna as your payment method, the refund will also be processed by Klarna. Once you register your return on the Klarna website, you will usually receive your refund within 3 to 5 working days after receipt of the return.
Please note that we work with Klarna as a payment provider. This means that we cannot manage payments via Klarna.