Exchange, Return, Replacement, and Refund
Our products are made with a lot of heart and great care. But mistakes happen.
Please feel free to contact us directly if any discrepancies arise.
How can I exchange something?
You are welcome to exchange an item with us on-site.
Unfortunately, a direct exchange is not possible in the online shop. The easiest way is to send back the items ordered online for exchange and then place a new order.
How can I return an item?
How can I cancel my purchase?
You can return or hand over the goods to us within the cancellation period.
For orders within Germany, we provide you with a free return label for this purpose:
Simply reply, for example, to the order confirmation email.
For other countries, the cancellation information is available right here.
This is how we can quickly process your return:
- Send the items in their original packaging, in any case properly repackaged; especially metal parts individually.
- Please include a copy of your cancellation notice.
- Unpaid shipments cannot be accepted and will be returned to you at your expense.
- Important: Keep the sender's receipt until the purchase price is refunded.
Thank you in advance.
Who bears the shipping costs?
For orders within Germany, you will receive a free return label from us in the event of cancellation.
Simply reply, for example, to the order confirmation email.
The shipping costs will be refunded if you return your entire order. The shipping costs will then be refunded up to the amount of the delivery costs you paid for your order.
For partial returns (you ordered several products and keep, for example, only one of them), only the purchase price of the returned items will be refunded.
How do I know if my return has arrived?
As soon as the goods have arrived, we will inform you by email.
To keep track of the location of your return, we recommend insured shipping with tracking.
With the free return label (see above) within Germany, both are included. With its tracking number, you can check the location at any time.
When will I get my money back?
After receiving the unused items and checking for damage, the corresponding refund will be made.
Please allow us 1 to 3 business days after receiving your return for processing.
For in-store returns, we can, of course, refund immediately.
The refund of your payment is always made using the same payment method you used for the respective order; for example, if you paid via PayPal, the refund will also be made via PayPal.
How do I receive replacement?
How can I report damage?
A product is damaged or defective? Something is missing? We apologize!
We will gladly review your claim. Please do not return the item but write to us instead.
Pictures say more than words. After a short email, we can help you the fastest.
For quick processing, please send us the following:
- Order number and item number
- A brief description of the defect and how it occurred
- One or two photos of the damage
I received a damaged package, what should I do?
Did you receive a damaged package?
We are very sorry, and we hope that your ordered items arrived intact and complete despite the package damage.
Please document the damage together with the delivery person, in any case before unpacking, with photos from all sides of the shipment. If unsure, return the shipment to the delivery person and have them document the damage.
For quick processing, please send us the following:
- Order number and tracking number
- A brief description of the damage
- Clear photos of the damage