Frequently asked questions about returns, refunds and exchanges.
How can I return items?
- Place a note with your order details and the reason for return or the completed returns form in your returns box
- Click on your country below, fill out the form on the page that opens and follow the instructions
- Print out the shipping label and stick it on the parcel
- Take the parcel to a DHL collection point and send it back to us free of charge
- Items that were purchased no more than 30 days ago
- Items are in unused and resalable condition
- Items in their original packaging with intact labels
- Items whose seal is undamaged
- Items that were purchased more than 30 days ago
- Items in used and non-resalable condition
- Items without original packaging or with removed or damaged labels
- Gift vouchers
- Donated items
- Items that have been removed from the seal
If an item in your order is faulty or the parcel was damaged on receipt, please contact our customer service team within 7 days of the delivery date.
An item from your order is broken?
We will of course exchange defective or broken items free of charge. Please contact customer service. For quick processing, we ask you to attach a photo of the defect directly to the e-mail and send the defective item back to us. An exchange is only possible if the item has been received and checked by us.
Can items be exchanged?
Exchanges are only possible for limited items and only if the desired exchange item is still in stock.
In any other case, we will refund you 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 credit to the original payment method
- Refund of the credit as a voucher
As soon as your returned items have been received and checked, you will be notified by email. 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.
How quickly will my return be processed?
Please note that there may be delays in processing during busy periods.
However, we will normally inform you of the status of your return within 10 working days.
Your question has not been answered?
If you have any questions about returns, refunds or exchanges, please contact our customer service team and fill out the form below.