How to return
2. Tell us what item(s) you want to return and why.
3. Confirm your return.
4. Place the items in their original packaging in the box, add the return form and seal it.
5. Stick the return label over the previous one.
6. Drop off your parcel at your respective carrier drop off point near you:
How many days do I have to return my order?
You can return your online order free of charge within 100 days of receiving your order. Please note: personalised items are made uniquely for you, and cannot be returned unless there is a manufacturing fault.
How much does it cost to return?
Good news. Returning products doesn't cost a thing! Be sure to return it with the same carrier that delivered the package to you.
How long does the return process take?
It takes 3-5 days for your package to reach our warehouse in Germany and we try to process your return within 48 hours after arriving. We keep you posted via email on the progress and your refund. When you announce your return online, your parcel is fully traceble and you can keep an eye on the steps through the link above.
Does an item purchased in our online shop not meet our quality standards (faulty or damaged) and normal return time has passed? Contact our Customer Service team for instructions.
When will I get my refund?
Once we've received the item(s) at our warehouse, we will process your return. From the moment we refund you, your bank still needs to process it. The amount of time this takes differs per bank and payment method but takes approximately 14 days - see timeline below. We'll refund the same method you used to pay.
The process timeline:
1. Shipment to warehouse: 3-5 business days
2. Processing package: Max. 2 business day
3. Refund processed by bank:
- Credit/debit card: max 14 business days
- Klarna: see the 'FAQ: Return with Klarna' below
- PayPal: max 3 business days
Will you refund my shipping costs?
We’ll refund your entire shipping costs, except in the following cases:
1) You’re only returning a part of your order.
2) You return your order with a different carrier.
Inform Klarna about your return by visiting to the KlarnaPortal. Select the relevant order and click 'returns'. You'll then be able to indicate you've returned one, several or all items. This will temporarily pause your payment due date until the return has been processed. Klarna will then provide you with your new invoice total (if applicable) or send a confirmation email when there's no payment due anymore.
Did you already pay?
You'll receive your refund within 3-5 business days.
When do I receive my refund when I've paid with Klarna?
If you've paid with Klarna, all refunds will be handled by them. If you inform them about your return through the KlarnaPortal, Klarna will refund you directly within 3 – 5 business days after we've received your return.
Can I exchange my items?
Did you order an item you like online but is it the wrong size? Instead of returning it, you can exchange it for a different size for free within 100 days.
How do I exchange an item?
Click on ‘Free size exchange’ tell us which item(s) you want to exchange and select your right size. Pack the item(s) and bring the package to a drop off point within 7 days to avoid getting your size exchange cancelled. As soon as the package is scanned by the carrier, your new size(s) will be shipped, if carrier scan is not available - we will send your new size when the parcel is processed at our warehouse. You'll receive a new shipping confirmation email with a tracking code when it leaves our warehouse. We will use our standard delivery service and send it to the original chosen delivery address.
Returning and exchanging items from the same order?
No problem. You can pack all items in the same box. Please use the exchange label instead of the provided return label for the fastest process. We’ll refund you through your original payment method when we’ve received the package. Your exchanged item(s) are then already on their way to you!
When is an item excluded from exchanging?
- Personalized items are made uniquely for you and cannot be exchanged.
What happens if I use the return label from the box for my exchange?
No printer? No worries, you can still use the label that comes in the box. It only takes a few days longer to arrive as your exchange will be shipped after we've received the returned items.
If you desire your item in a different colour, please return the item and make a new purchase. Items purchased at a physical store can only be exchanged in-store.