Although most returns arrive without any problems, it can occasionally happen that a parcel is delayed or disappears from the radar while in transit. Don’t panic! We’re happy to resolve this together with you.
First, please check the Track & Trace of your shipment. Sometimes the parcel is still on its way or is at the sorting centre. We ask that you allow the return process at least 7 working days. In most cases, the parcel will still be delivered to us and processed within that week.
Have you still not received a refund after 7 working days?
Then please contact us. To help you as quickly as possible, it is important that you still have the proof of return (the receipt you received at the drop-off point). Take a clear photo of it and send it to us.
As soon as we have the photo of your proof of return, we will immediately look into where things went wrong. With that proof, we know for certain that you handed over the parcel and we can resolve it properly for you.