To proceed with a return, please visit our website and click on the Account section. Once you log-in, in the section "My Account" click on "Returns". Here, you will see the list of orders which are eligible to be returned. Once you have identified which order you want to return, click on "Return this order" and select which products you wish to return. Please specify for each product you are returning, the reason for your return. If the product you have received is damaged or defective you will be also asked to upload a picture of the product. Once you have selected all the products you want to return, click on the button "RETURN THIS ITEM(S)". Click on "PRINT YOUR LABEL" to be redirected to the carrier page in order to obtain the label you need to apply on the shipping box you will send back to us. Do not change your Customer reference number, since here your order number will be stated. Fill out all the information necessary to process the return such as your Name, Surname, Address etc.. and once done click on "Next" / "Weiter".
Now you can choose how to proceed:
Option 1: print your return label simply clicking on "please open and print the PDF file". The file will be automatically downloaded as PDF.
Option 2: show the QR code with your smartphone at Deutsche Post offices, parcel carriers, parcel shops or pack stations of DHL to print the label (Click on the QR code to download it as an image or save it in your Apple Wallet)
Option 3: add another email where you wish to receive both your return label and the QR code as attachments.
Please print the return label in an A4 paper and stick it on your parcel.
IMPORTANT: Please remove all old labels and barcodes from used boxes.
To find your Deutsche Post filiale (DE) click here:https://www.deutschepost.de/de/s/standorte.html
In case you do not have a registered account, click on "Claims and Returns" in the footer on our website. Once the page is loaded insert your email address, the order number and click on ok. If it is possible to return your order you can proceed with the next steps explained above. However, if you receive the message "Your order is too old to return" we are sorry to inform you that it will not be possible to return your order.
If you need further assistance with your return, please contact us via our Helpdesk selecting "Claims and Returns" as contact reason.
Please note that returns of used products will not be accepted or refunded. If you are not satisfied with a product, please feel free to contact us. Together we will find a solution for the problem.