Returns

Frequently asked questions about returns, refunds and exchanges.

How can I return items?

  • Fill out the return form that is enclosed with your order and enclose it with your return.
  • Click on your country below, fill in the form on the page that opens and follow the instructions
  • Print out the shipping label and stick it on the package
  • Bring the package to a DHL acceptance point and send it back to us free of charge

Which articles can I return?

  • Items purchased within 30 days of the date of purchase
  • articles are in unused and resaleable condition
  • Article in original packaging with intact labels
  • Articles whose seal is undamaged

Which articles cannot be returned?

  • Items purchased more than 30 days ago
  • Articles in used and not resalable condition
  • Articles without original packaging or with removed or damaged labels
  • Gift vouchers
  • Donation articles
  • Articles that have been removed from the seal

Items from the order are faulty or the package was damaged on receipt?

If an item in your order is faulty or the package was damaged on receipt, please contact our customer service within 7 days of the delivery date.

Can items be exchanged?

An exchange is only possible for limited items and only if the desired exchange item is still in stock.
In any other case, we will refund the amount of your returned item and ask you to reorder your desired item.

What are the refund options?

We offer the following refund options:

  • Refund of the credit balance to the original payment method
  • Refund of the credit balance as a voucher

How soon will I receive a refund?

You will be notified by e-mail as soon as your returned items have been received and checked. You will also be informed of the approval or rejection of your refund request. If the request is approved, the refund will be processed within 5-7 working days.

Your parcel has not arrived and has been returned to us?

If an order is returned to us for reasons such as non-collection, incorrect or incomplete address or postal non-deliverability (e.g. recipient cannot be found), the order amount will be automatically refunded upon receipt by us. In this case, there will be no redelivery.

Please note: The shipping costs originally paid will not be refunded in such cases.

We recommend that you keep an eye on the shipment tracking, as the post office or parcel service does not always leave notifications in the letterbox if the parcel is ready for collection at a branch, for example.

Your question was not answered?

If you have any questions about returns, refunds or exchanges, please contact our customer service department and fill in the form below.