Shipping and return costs

Shipping and returns are free of charge within Germany and Austria. Shipping and returns are free of charge for orders over €75 to France, Italy, Luxembourg, the Netherlands, and Belgium; for orders below this amount, we charge €4.90.

Additional fee

If all items in an order are returned, we reserve the right to charge a processing fee of €10.00. This fee helps us to reduce the environmental impact of returns and encourages more conscious purchasing decisions – in the interests of sustainability and the protection of our resources.

Our shop currently delivers to:

• Germany
• Austria
• Netherlands
• Belgium
• Luxembourg
• France
• Italy

Possible delivery destinations are:

• Your desired address
• DHL Packstations
• DHL Parcel Shops

We usually need up to 48 hours to prepare your order for shipping. Some orders may take a little longer to process. We appreciate your patience.

Absolutely! As soon as your package is on its way, you will receive a notification email from the shipping provider. Using the link contained in the email, you can choose to have your package delivered to a parcel shop or specify a different delivery date, for example.

If you are not at home, you can check the shipment tracking to see where your package has been left—possibly with neighbors or at a pickup point. Sometimes a second delivery attempt is made.

First, check the shipment tracking to see if the package has been delivered to a neighbor. If the shipment status has not changed for more than 5 days and the package cannot be found, please contact us. You can find our contact details on our contact page.

We are very sorry to hear that!

Is the content of your order undamaged?

If only the packaging has been damaged and the items themselves are intact, you are welcome to use your own box for any returns. You can obtain the necessary return documents from our returns portal—this will ensure that your shipment is delivered correctly.

Click here to visit our returns portal

Please note that we cannot offer replacements for damaged shipping packaging.

Changing your email address:

To make this change, please contact our support team directly. We will be happy to update your email address.

New delivery address:

You can change your shipping address for future orders yourself in your customer account in the “Addresses” section.

First name & last name:

You can also change your first and last name yourself at any time in your customer account.

Forgot your password?

No problem! We now work with a password-free system. Simply enter your email address when logging in and you will receive a one-time access code by email that you can use to log in.

Would you like to delete your account with us? Simply contact our customer service team with this request.

Requirements for account deletion:

• All outstanding payments must be settled
• All refunds owed to you must have already been made
• There must be no remaining balance from redeemed gift vouchers
• None of your orders may still be in transit

If any of these conditions are not yet met, immediate deletion is unfortunately not possible. In this case, we ask you to first complete all outstanding transactions. If there are any outstanding refunds or ongoing deliveries, we will need some time to process them.

Common reasons for unavailable payment options:

• Different delivery and billing addresses. In some cases, delivery to a DHL Packstation may also prevent purchase on account.
• The combination of your name and address cannot be found. Possible reasons: typos, recent move, name change due to marriage or municipal area reforms.
• A previous order has not yet been paid for – a bank transfer may not have been posted yet or a return may not have been processed yet.
• Like other online retailers, we work with external credit agencies to check creditworthiness. Their assessment may occasionally affect the availability of purchase on account.
• For pre-orders, purchase on account is not possible for time reasons.

In general, we reserve the right to exclude certain payment options for individual orders.

Solutions for unavailable payment options:

First, check whether there are any unpaid orders and settle them. Make sure that your billing and delivery addresses are identical – if necessary, you can adjust them during the ordering process.

Unfortunately, our customer service team cannot manually activate blocked payment methods and has no insight into the reasons for the restriction. This is to protect your personal data.

The availability of payment methods is checked again with each order. It is therefore possible that your preferred option will be available again for your next order.

Of course, even with restricted payment options, all other services and benefits are available to you without restriction.

You can download your invoice via the link in the order confirmation email you received after your purchase.

If you can no longer find the email, simply contact our customer service team—we will be happy to provide you with a copy.

You can use the following payment methods:

• PayPal
• Klarna
• Credit card
• Apple Pay
• Google Pay

Returns are possible within 14 days of the purchase date. Requirements for returns:

• The item has not been worn
• The item has not been washed
• The original packaging is available
• All labels are still attached to the item

Returning items is easy:

1. Open the returns portal

Go to our returns portal and enter your order number and postal code or email address.

2. Select items

Select the items you want to return and choose the reason for the return.

3. Add a comment (optional)

Enter additional information about your return in the text field – if you wish.

4. Select shipping option

Choose your preferred shipping provider.

5. Send your return & receive an overview

After submitting the form, you will receive an overview page with:

• your return details (items, reason, quantity),
• a DHL QR code (no printer required),
• all documents as PDF files (return slip, DHL label, QR code) for download
• a link for tracking your shipment.
  

6. Send the package

• Without a printer (recommended): Pack the package → Show the QR code at the DHL branch → The label will be printed and affixed there.
• With a printer: Print the label yourself, affix it, and drop off the package at DHL.

Policy: Refunds are always made using the original payment method.

When will I receive confirmation of my return?

Once we have received your return, we will check the items you have sent back. We need a maximum of 10 business days to process and confirm your return.

Refunds by payment method:

Credit card, Apple Pay, and Google Pay

The amount will be credited directly to your credit card. The credit will appear on your next credit card statement, and the transaction date shown may correspond to the original payment date.

PayPal:

The refund will be credited to your PayPal account. In your PayPal settings, you can specify whether the credit remains there or is automatically transferred to your bank account.

Klarna (invoice/instant transfer):

We will report the refund to Klarna, which will then process the reversal via your payment method stored there.

Unfortunately, this is not possible for logistical reasons. Each order must be returned individually, as it is processed separately in our system. Please use the appropriate return label for each order and send the returns back in separate packages. This ensures that your returns are processed quickly and smoothly.

You can find detailed information on the right of withdrawal and the exact procedure in our cancellation policy.