Shipping and Returns
Shipping Service Provider:
We ship orders to Germany and Austria with DHL.
We ship orders to all other countries with FedEx.
Belgium, Denmark, France, Netherlands
Spain (mainland and Balearic Islands):
Rest of Europe (EU):
Switzerland & Liechtenstein:
Simply select the delivery country to view the shipping costs. Shipping rates start from €30.90
The delivery time within Germany after receipt of payment is 1-3 business days. Please allow an additional 2-3 business days for sales and special promotions.
Once your goods have been handed over to our service provider, you will receive an email with your package number. You can track your shipment here:
Due to technical reasons, it may not always be possible to immediately track the status of your package after it has been handed over for distribution. Patience is a virtue. ;)
EUROPE shipping information:
We ship to FRANCE, NETHERLANDS, BELGIUM, and DENMARK starting from €11.95 with FedEx.
With this standard shipping, you will receive your package within 3-4 days. In most cases, our packages are delivered even within 2 days in major cities.
We ship to the United Kingdom with FedEx.
With this standard shipping, you will receive your package within 3-4 days. The minimum order value for deliveries to the United Kingdom is €155. Net prices are calculated, and customs fees and import taxes are to be paid by the recipient.
For SWITZERLAND, we ship for €17.95 with FedEx.
With our FedEx shipping, you will receive your package within 3-4 days. In major cities near the German-Swiss border, such as Zurich and Basel, our packages are usually delivered within 2-3 days.
Notes on Swiss value-added tax, customs, and fees:
Please note that when importing into Switzerland, an import VAT (Swiss value-added tax) and, if applicable, customs fees are incurred. You, as the buyer, are responsible for these costs.
Value-added tax: We ONLY calculate the net price (see gross price on our website minus 19% German VAT). The Swiss customs authorities will then charge 8% Swiss value-added tax as well as any customs fees and postal presentation fees upon import. These fees will be invoiced separately by the customs authorities and will be due upon delivery. For more information on Swiss value-added tax, please visit the website of the Swiss Federal Tax Administration.
The amount depends on the net value of the goods, the gross weight of the package (including packaging), and the type of goods. You can find out which customs fees apply to which categories of goods from your local customs (For example, contact the Basel Customs
District Office: Email: firstname.lastname@example.org | Tel.: 061287 11 11).
When returning the goods, paid customs duties and Swiss VAT can be claimed back from the customs office. For more information and a calculation example of customs fees, please visit the website of Swiss Customs.
Post Presentation Fee:
When importing into Switzerland, a so-called post presentation fee is charged if customs duties or VAT exceed the exemption limit of 5 CHF. The post presentation fee is the fee that Swiss Post charges for handling customs formalities and amounts to 10 CHF per package.
21-day money-back guarantee - free* returns (within Germany)
If the items you ordered don't fit as desired or don't meet your expectations, no problem!
In addition to the 14-day right of withdrawal, we offer you an additional 7-day money-back guarantee on all items and cover the return costs for all orders over €40.00 in value.
Further details and information can be found below in our FFS Returns.
NOTE: The provided return label is valid only within Germany and CANNOT be used for returns from Austria or Switzerland.
How do I proceed best?
The item doesn't fit, and you would like to exchange it? No problem! We will gladly send you a different size or model. Simply send us an email to email@example.com
with the following information:
Order number, name of the current item, name of the new item, reason for exchange.
We will then provide you with a return label from DHL, which you can use to return the goods to us free of charge. The new item will be shipped once the returned item(s) have been received at our warehouse.
Please note: An exchange is only possible once. If the item still doesn't fit or you don't like it, the next step is to return it at your own expense, and we will refund the purchase amount.
How do I receive my credit?
We will refund the amount of your original order after receiving your return using the same payment method that was used to place your order. We are happy to assist you with any questions. Please send us an email to firstname.lastname@example.org.
How do I report a defective item?
Nobody is perfect - Your item is defective or has a material flaw? Please contact our competent support team (email@example.com) before returning the item, and we will be happy to assist you with any warranty inquiries.
How do I return an item free of charge?
Return to sender - We cover the return costs for all orders over €40.00 in value from Germany. Simply email us at firstname.lastname@example.org with the following information:
Order number, item names, reason for return. We will then provide you with a return label from DHL, which you can use to return the goods to us free of charge. Simply print it out, attach it to the package, and drop it off at your nearest post office or a DHL drop-off location. Alternatively, you can hand it over to your DHL delivery person.
Please note: Sometimes the DHL email with the free return label may end up in your junk mail filter.
In which cases is my return free of charge?
Your return is free of charge if:
- You received a wrong, damaged, or defective item. Please contact our customer support at email@example.com
- You return goods with a value greater than €40 and use our return label.
- You send back your order or parts of your order within the 21-day return period.
- You comply with and follow our return conditions.
If your return is not free of charge, the refunded credit will be subject to a deduction to cover the costs associated with return shipping and processing in the destination country.
Return Conditions: What should I consider when returning?
- Please ALWAYS send your goods with a trackable DHL label. We will have to charge you for non-tracklable packages or shipments that are not sent through our DHL portal.
- Only items that have been tried on for size can be returned. Worn or washed items are not eligible for return or exchange.
- Items with signs of use or customer-damaged items are not eligible for exchange or return.
- Packaging is part of the product. Therefore, we only accept goods and shoes in their original boxes and textiles & accessories in their original packaging. Additionally, if there is damage to or missing packaging, we reserve the right to deduct this from the refunded credit.
- Complaint requests will only be processed after prior consultation (via email). Please contact our customer support at firstname.lastname@example.org.
- Whenever possible, please use our shipping box for the return.