Customer service

Returns

How much time do I have to change my mind about a purchase?

The open return policy applies for 180 days. The open return necessitates that the product must be unused and the labels must still be attached. 

How do I return a product?

1. Repack all the products you wish to return into the zip bags in which they were shipped. All original labels/hangtags must still be attached. Then repack them into the box in which they were shipped.
2. Complete the return form and place it in the package.
3. Stick the prepaid return label onto the outside of the package.
4. Take the package back to the nearest collection point. Make sure to save the receipt given to you when you hand in the package! This is your proof that the products are on their way back to us.

How much does it cost to return a product?

Returns are free! Use the return label included in the package to return free of charge.

How can I exchange products?

You have 180 days to decide if you wish to exchange your products. You need to make a new purchase for the products you wish to exchange. All products that are sent back to us must be in their original condition and still have all labels and tags attached. Use the return label to return free of charge.

When will I be reimbursed for the returned products?

When we have received your returned products, we reimburse the paid amount including shipping charges if you returned your entire order. You will be reimbursed within 14 days, depending on your bank. Your return is always reimbursed via the payment method used at the time of purchase.

The package was damaged/already opened when I received it

Contact us to explain what has happened and send the defective product back.

What happens if I do not collect my package?

There is a fee of EUR 5 for packages that are not collected.

Complaints and Reclamation

Sometimes things happen that are impossible to foresee. For example, there may be a fault in the product or the package might be damaged during transport. If this happens, we want to ensure that a new product is delivered to you quickly. Contact us to explain what has happened and send the defective product back. We will send you confirmation as soon as we ship the new order.