What do I do if I am unsure that you received my return parcel?

Once we have received and registered your return parcel, you will receive a confirmation e-mail. If you have not received an e-mail within 14 days after handing over the return parcel to the courier, please reach out to our Customer Service team.

Please always make sure to ask for a receipt when you hand over your return parcel. If you deliver the package via a postbox or do not have a receipt, we cannot initiate an investigation/complaint process if the package disappears during shipment. In these cases, unfortunately, we cannot issue a refund.

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