I ordered the wrong item. How can I return it?

Don’t worry — it happens. If you are still within the 14-day cancellation period, you can return items that were ordered by mistake.

Parcel items can be sent back using the return label we provide. Freight items will be collected by appointment. Collection costs may apply — please see “Costs & Deadlines” below.

What to do

1) Contact us briefly

You can contact us by phone, email, contact form or WhatsApp – whichever works best for you.
Please always include:

• your order number
• the reason for return, for example “ordered by mistake”

2) Receive your return documents

• Parcel items:
  You will receive your return label as a PDF by email.
• Freight items:
  We will arrange a collection date with you and inform you in advance about any collection costs that may apply.

3) Return the parcel or item

• Parcel items:
  Pack the item securely, attach the return label, and hand it over to the shipping provider.
• Freight items:
  Please prepare the item securely for transport. Collection will take place at the agreed time and is carried out to the kerbside.

4) Refund

Once your return has arrived and been recorded in our system, we will refund the purchase amount to your original payment method.

This usually takes 1–5 working days after the return has been recorded, depending on the payment method. You will receive a confirmation by email.

Costs & Deadlines

• Cancellation period

  14 days from receiving the goods.
   

• Return costs

  Parcel items: Return shipping with our label is usually free of charge for you.
  Freight items: Collection is subject to a charge. We will inform you of the amount in advance.

   

• Condition of the goods:

  Please return the item complete and well packed where possible, including all accessories and manuals.

We recommend keeping the original packaging until you are sure everything is right for you. This makes returns easier.

How to contact us

You can contact us by hotline, email, contact form, WhatsApp, or social media. You can find all contact options here.
 

Phone hours

• Mon–Fri: 08:00–20:00
  Sat: 09:00–18:00
  Opening hours may vary on public holidays.

Frequently asked questions

Can I exchange the item instead of returning it?
A direct exchange is not possible. The fastest option is to return the incorrectly ordered item and place a new order for the correct one.

How will I know that my return has arrived?
You will receive an email once your return has been recorded. For parcel items, you can also check the shipment status using the tracking information from your return label.

The packaging has already been opened. Can I still return the item?
Yes, cancellation is still possible. Please include everything and pack the item securely for transport.

I received several parcels. Do I have to return everything at once?
No. Just let us know which items you want to return. For parcel items, we will provide the correct return labels.