Delays in returns: At the moment we need a little more time to confirm your return after we have received it. Please excuse the waiting time.
Shipping & Delivery
DAMAGED OR WRONG PACKAGE
I received a damaged parcel
We are sorry that you have received a damaged parcel. We hope that all items are undamaged and complete. If only the packaging is damaged, you can use a box of your choice for any returns. Please use a return form for the return of any items. The return is free of shipping costs.
Information for making a return
We ask for your understanding that we do not send new packaging materials. If an item is damaged or missing, please contact our customer service. Please include your order and customer numbers, so we can help you faster: firstname.lastname@example.org
I received an incorrect parcel
Was the wrong item delivered to you? Or you received an additional item that you did not order? We are sorry to have caused such an inconvenience.
Please just send back the item. Please make a note on the return form, under reasons for return, which item you ordered and what was delivered instead.
To receive the item you wish to have, please contact our customer service. We can then check whether there was a mix-up in the warehouse and send you the correct item without additional shipping costs. We will of course not charge your for the incorrect item. If you have already paid for the item, we will refund the amount once we have received the return.
How do I return an item?
- Package your items:
Complete the returns form and print the free returns label. Just mark the items you are returning on the return form that came with your order and use the returns label you can find at /termsandconditions to send back your order.
- Drop off your return:
Drop off the parcel at your local post office or DHL drop-off point. You should keep the shipping receipt until we confirm receipt of your return.
- Await the confirmation email:
We will email you to confirm we have received your return.