Returns

Frequently asked questions about returns, refunds and exchanges.

How can I return items?

  • Include a note with your order details and the reason for the return, or the completed returns form, in your parcel
  • Create a shipping label with your chosen courier service. Enter the following as the recipient:
    
    yvolve GmbH
    Returns Service
    Schwanenborg 9
    49835 Wietmarschen-Lohne.
  • Send the item back within the 30-day period.

Which items can I return?

  • Items purchased within the last 30 days
  • Items in unused and resalable condition
  • Items in their original packaging with intact labels
  • Items with undamaged seals

Which items can I not return?

  • Items purchased more than 30 days ago
  • Items in used and non-resalable condition
  • Items without their original packaging or with removed or damaged labels
  • Gift vouchers
  • Donated items
  • Items from which the seal has been removed

Are items from your order faulty or was the parcel damaged on delivery?

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

Is an item in the order broken?

We will, of course, exchange faulty or broken items free of charge. Please contact customer service for this. To ensure a quick resolution, please attach a photo of the defect directly to the email and return the faulty item to us. An exchange is only possible once the item has been received by us and inspected accordingly.

Can items be exchanged?

Exchanges are only possible for limited-edition items and only if the desired replacement item is still in stock.

In all other cases, we will refund the amount for your returned item and ask you to reorder your desired item.

What refund options are available?

We offer the following refund options:

  • Refund of the amount to the original payment method
  • Refund of the amount as a voucher

How quickly will I receive a refund?

As soon as your returned items have been received and checked, you will be notified by email. You will also be informed whether your refund request has been approved or declined. If the request has been approved, the refund will be processed within 5–10 working days.

How quickly will my return be processed?

Please note that processing may be delayed during busy periods.

However, we will normally inform you of the status of your return within 10 working days.

Has your parcel not arrived and been returned to us?

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

Please note: The original delivery charges will not be refunded in such cases.

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

Didn’t find the answer to your question?

If you have any questions about returns, refunds or exchanges, please contact our customer service team at service@yvolve.shop.