You have sent something back and are now wondering: “And my money?” Don’t worry, as soon as our colleagues in the returns warehouse have checked everything, a refund will be issued. Here you can see what happens behind the scenes – from shipping to the credit appearing in your account.
Briefly explained
You can withdraw within 14 days. Contact us so that we can arrange a collection with the courier. After receipt of the goods, we check the return. This usually takes about 2–3 working days. Afterwards, we refund your original payment method. The booking with the bank/payment provider usually takes 1–5 working days.
What happens behind the scenes?
- Start: Report withdrawal
Just give us a quick message → we will commission the courier. They will contact you to arrange an appointment. - Return shipment en route
Your parcel is on its way to our returns warehouse.
Keep the proof of delivery until the refund has been received. - Receipt and inspection
We check your return. Correct item, completeness, condition, etc. - Refund initiated
After the return has been recorded, we start the credit to your original payment method. You will also receive an info email. - Payout at the payment provider
Depending on the payment method, the booking may take a little longer, but never more than 5 days.
Where will the refund be made?
- PayPal: Back to your PayPal account.
- Credit card: To the originally charged card (visible on the next/next+1 credit card statement).
- Klarna (invoice/installments): Credit directly with Klarna. Klarna may adjust the invoice or refund amounts already paid.
- Prepayment/bank transfer: Back to your specified account.
When should you get in touch?
- Your goods have been collected and you have not received any feedback by email after >4 working days.
- Refund was confirmed by email, but has not been credited after >5 working days.
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