Exchanging an item for another size or colour is currently not an option we can offer.
However, items purchased online can be exchanged by returning them to us and ordering anew. The return period after the receipt of your order and 30 days.
Enclosed in the package you will find a return label. We will deduct a shipping fee from the total refund sum.
Should the item not be available for the same price anymore, please contact our customer service team, who will be happy to find a solution for you!
If you have received a faulty item in your order, you may of course return it to us at no extra cost and order it anew for the same price. You can return an item to us with the return label and return slip enclosed with your parcel. Please make sure to note down the correct return reason code on the return slip, so you will not be charged for the return shipping.
However, we advise you to reach out to our Customer Service team personally in these cases, so they can tailor an individual solution for you.
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.
If you wish to return one or several items from your order, you can do this within a return period of 30 days. The period is calculated from the date on which you received your order.
Returns can be made by using the return label, which is included in your package. Please follow the instructions on the return slip, which you can also find in your parcel. Put the items together with the return slip in a secure wrapping. If you still have the original bag your order came in, you can reuse it. If not, any bag or box will do.
When handing over your return parcel to the courier, please make sure to ask for a receipt. 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.
Once we receive your parcel, we will start processing your return. Please note that this may take up to 2 weeks depending on the courier. After your return has been checked and processed, you will be notified by e-mail, and we will initiate a refund to the same means of payment you chose for your order.
The shipping prices for returns are as follows if you use the enclosed return label:
Return shipping is free if you must return a faulty item to us.
Returns can be made by using the return label and return slip enclosed in your package. You can follow the instructions on the return slip. In the case of a reclamation, please make sure to note the correct return reason code on the return slip, so you will not be charged for the return shipping.
If you have lost your return material and wish to return items you have purchased, please contact our Customer Service team. Make sure to provide us with your order number, so we can create the correct return slip or return label for you and send it to you by e-mail.
When you return your whole order, you will still have to pay for the shipping costs for your parcel to be shipped to you. However, you will only pay the lowest delivery fee available.
Yes, you can return two different orders in one return parcel. Please make sure to include both return slips in the parcel, so that our warehouse will be able to identify your orders.
Enclosed in your parcel you will find a return label, which is prepaid. Please return the relevant items to us using the return label and the filled-out return slip.
Upon receiving of the returned items in our warehouse, we will process a refund to the means of payment that were chosen for your order. Please note that it can take between 2-30 days for the refund to appear in the account. If Klarna was used, the invoice will automatically be amended within 48 hours.
It is not possible to make an exchange. If you wish to get the item in another colour or size, you need to place a new order.
Because of the Holidays and our goal to provide our customers with the best experience, we have extended the return period. All gifts purchased between the 1st of November and the 24th of December can be exchanged until 23rd of January the next year.
Gifts must be returned to our warehouse or one of our stores, if possible. The customer who made the order has received a return label along with the parcel. If the recipient no longer has the return label, you can contact customer service, who will provide you a new one.
Please note that the gift amount is refunded directly to the person who purchased the order.