Question 1 - I have returned my order. When will I receive my money back?
After receipt of your return in our warehouse, we do our best to process and refund the purchase amount of the returned items (including any shipping costs)** within 14 working days. We will refund this with the same payment method as you used to pay to the account number known to us. As soon as your return has been processed by us, you will receive a confirmation within 2-3 working days in your mailbox with the credit invoice.
Please note: if your return package has not yet been received by us or does not meet our return conditions, we will not refund any money. The items you wish to return are your responsibility until we have received them.
Didn't receive a confirmation in your mailbox? Also check your junk/spam mailbox. Still no email? Check the track & trace link of the return shipment you specified and check whether the package has arrived with us properly. Has the package arrived safely, and you have not yet received confirmation? Please contact us here by e-mail or telephone.
** Do you have the entire order returned? Then you will receive the full amount from us, including the shipping costs. Do you have part of the order returned and the total amount still meets the free shipping? Then you will receive the purchase amount of the items you indicated, excluding the shipping costs. Do you have a part of the order credited, so that the total amount no longer meets the free shipping? Please keep in mind that the shipping costs will be deducted from the amount that we refund.
Question 2 - The amount of my refund is incorrect. What now?
Does the order amount after settlement fall below €75 excl. VAT, €90.75 incl. VAT (Netherland and Belgium) or €329.75 excl. VAT, €399 incl. VAT (rest of Europe and worldwide) as a result of which the total amount no longer meets the free shipping? Then we will settle the shipping costs with the refund of the amount.
Does this not apply to your order? Please contact our customer service here.
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