Complaints (Damaged Items) & Breakage DE, AT

How long can I return products?

You have the option of returning the products within our 30-day return period.

My goods arrived badly damaged or broken, what can I do?

Please use our contact form and send us a photo and the item description. We will get back to you as soon as possible with a suggestion as to how we should proceed in each individual case.

How can I submit my complaint?

Instructions for complaints via Returns portal:

1. Please enter your order number and postcode with which the order was placed and then select the items you would like to return.
2. Select one of the specified reasons for the complaint.
3. Select whether you would like a refund or a replacement delivery for the respective item. Please note that only a 1:1 replacement is possible for goods that have minor defects, for example. The replacement delivery will only be sent to you once the goods complained about have arrived at our warehouse and have been checked.
4. Pack the items well to avoid transport damage. It is best to use the package and packaging materials that you received from us.
5. As soon as your complaint has arrived at our warehouse and has been processed by us, you will receive a confirmation email from us. You will receive a refund for the complained items within 14 working days of receipt of the complaint using the payment method originally used for your purchase.

Is an exchange possible?

An exchange is only possible within the applicable return conditions. Please note that only a 1:1 replacement is possible for goods that have, for example, minor defects. The replacement delivery will only be sent to you once the goods complained about have arrived at our warehouse and have been checked. If it is an item from a set, please also use our contact form.

Returns DE, AT

How long can I return products?

You have the option of returning the products within our 30-day return period.

Where can I register my return from Germany and Austria?

Would you like to return items?

Instructions for complaints via Returns portal:

1. Please enter your order number and postcode with which the order was placed and then select the items you would like to return.
2. Select one of the specified return reasons.
3. Select the option of a refund for the respective item.
4. Pack the items well to avoid transport damage. It is best to use the package and packaging materials that you received from us.
5. As soon as your return has arrived at our warehouse and has been processed by us, you will receive a confirmation email from us. You will receive a refund for returned items within 14 working days of receipt of the return, using the payment method you originally used for your purchase.
6. Payment via KLARNA:
   Please note that if you have chosen Klarna as your payment service provider, you must register your return in your Klarna account yourself in order to pause payment of the claim for the period of processing. This will avoid incurring further costs such as reminder fees.
   Procedure for submitting a return and payment pause to Klarna:
   1. Log in online or in the Klarna app and select the purchase for which you would like to register a return. Select "Report a return" from the options provided.
   2. When you report a return with Klarna, you must ensure that you provide your return evidence (return tracking number or return receipt number). If you returned your goods by post, Klarna will use this information to receive updates on your return from the store. If you returned your goods in-store, Klarna will give the retailer additional days to process your return.

Please note:

To reduce the environmental impact, we charge a small return fee. The refund will be made less the return fee.

Germany: 5 €
Austria: 5 €

When can I expect the refund?

You will receive a refund for returned or complained items within 14 working days of receipt and inspection, using the payment method you originally chose.