Report and carry out return yourself via the online form
All products delivered by DHL or UPS (not freight forwarding) can be returned via our online returns portal.
Precondition: The return takes place within the 8-week trial period and is not sent from Switzerland.
Your advantages
- Immediate and binding registration of returns and observance of deadlines
- No postage costs: print out prepaid return label yourself or have it printed out via QR code at the post office branch
- Send parcel yourself via post office branch or DHL/UPS parcel store or use the optional pick-up service
Click here to go to the online returns portal
Return without using the online form
Please contact us before returning your product. This way we can take care of your request in the best possible way.
Please have one of the following information ready:
- Order number (can be found on your order confirmation)
- Customer number
- Order number
After registering your return, you have the option to have your product picked up free of charge.
Free pickup by DHL (in Germany):
You will receive a pickup link from us by email. Please select this link and follow the instructions. You have the option to specify a pick up date and location.
The time window for postal collections is Mon-Sat – it is the normal postman or parcel carrier who collects the shipment after being instructed to do so; in this case, you are spared the trip to the post office. If you are not present on the agreed collection date for DHL parcel collections, the letter carrier will drop the selected number of return labels into your mailbox.
Free pickup by UPS:
You will receive an email with instructions form us. You will then have the option to specify a pick up date and location.
The time window for collections is Mon-Fri. It is also possible to drop your parcel at a UPS Access Point in your vicinity.
Free pickup by freight forwarder:
We will instruct the forwarding agent for you for a collection day of your choice (Mon-Fri, 10 am-4 pm). How to reach us -> Contact
Good to know:
Please do not send any goods to our postal address unannounced.
If you want to make use of your 8-week right of return and have paid by prepayment, please inform us of your bank details (IBAN and BIC) with your return request.
Do you have questions about the refund? Then click here -> Will I be reimbursed for all costs?