30-day Return policy
You have 30 days from the date you received your order to return it. Please note that we can only accept non-used items. We kindly ask you to make sure to not remove any attached product labels and to send back items new, in original packaging and completely. For more information, please refer to the cancellation policy in our Terms & Conditions.
1. Step: Preparing the package for the return
For a quick return processing, please fill out the return form, giving the following information:
- Indicate the reason for your return in the right side of the form.
- Insert a note in the central message field.
- Select the items and indicate the quantity which you wish to return.
- Insert all relevant items as well as the completed return form in the original packaging in which we have sent your order.
2. Step : Print the return label
For returns only within Germany, we offer a free return shipping with a return label which you can print out via your customer account:
- Log into your customer account and click on My Orders on the left side.
- Choose the order that you want to send back and then go to "order return".
- Fill out your address information in the contact form. Note that we offer a free return label only within Germany and for the return within 30 days.
- Via the button "generate return label” you get the complete return label which you can print and stick on the package.
Returns from abroad should be sent to the following address:
Nauener Straße 3
As soon as we have processed your return, we will inform you by e-mail.
Procedure for Complaints
If an article has a defect or is damaged, you can of course make a written complaint to the customer service team.
For this we need:
- The scanned invoice of your order (i.e. as a PDF),
- A description of the defect and how it arose
- 2-4 conclusive images that document the defect. The defect must be clearly visible.
Please send these documents by e-mail to firstname.lastname@example.org (customer service).
On principle, we handle all complaints in consultation with the manufacturer of the product. In which form an item can be repaired or replaced depends on the severity of the defect, the date of the complaint and of the manufacturer's conditions. The manufacturer reserves the right to inspect the goods for each case individually and to decide on the kind of corrective action.
Please note that for complaints and repairs we need to have correspondence with the manufacturer, which may take some time.
The article does not match your expectations and you wish an exchange? Place a new order for the new item to immediately see the availability of the requested article. Your unwanted items can be sent back to us as a return.