How to use the Return Portal?
To access the Return Portal, you must:
- Enter your Order Number (6XXXXXXX)*
- Enter the email address you used to place your order (refer to your invoice if uncertain).
*Note: For items received in a second delivery (claim, split order, resent order/item), contact customer service for the correct order number.
Once in the Return Portal
- Select the item/s to be returned
- Select the quantity of item/s returned
- Choose your return reason
- Agree with this Return Policy to be able to generate the return label.
Additional Notes:
- Damaged/Incorrect Items: NEVER return damaged, incomplete, or incorrect products without approval from our customer service. They will provide a specific return label in these instances.
- If returning over 20Kg or multiple parcels from the same order, create labels separately for each box.
- Each return label is linked to a specific order number; ensure the parcel contains items from that order.
How to generate the Return Label?
You will be invited to create and download your return label at the last step of this return portal.
- Select the carrier to do your return.
- To proceed, you must agree to the return terms and conditions.
- Enter your email address to receive updates regarding your return.
- Print the return label and stick it on your return parcel, on top of the old labels, if any.
- Return the parcel to the nearest Post Office, our address (in Germany) is already filled in
- When you have dropped off the parcel, make sure that the drop-off point gives you a stamped receipt. Keep it until we receive your return at our warehouse and have processed your return.
*Using the Return Portal implies agreement with our Return Policy.