Deliveries within Germany are free of charge for a purchase over 70€. We need to charge a shipping fee of 3,90€ for orders under 70€.
If you’re living outside of Germany, you can see the cost of delivery before ordering by placing your items in the basket, adding your postcode and country and pressing calculate. Please note that in non-EU countries there may be customs fees.
After concluding your purchasing process, you will receive an order confirmation per mail where you will find all the necessary information. Your order is then sent to our warehouse where it will proceed through packaging and shipped after ordering. When your order finally leaves our warehouse, you will get a notification including a tracking number. You can then follow your delivery whilst on its journey to you. If there’s a problem with the delivery, the delivery status hasn’t changed in a week or your tracking number hasn’t been attached to your notification, please send us an email with your order number at firstname.lastname@example.org. We will get in touch with the shipping company. Normally we will send you a spare packet instead of waiting for the “lost” one. It would simply take too long to get to you in time for full satisfaction.
In the return portal you enter the four or five-digit order number that you received with the order confirmation (#12345), as well as your email address that you used for the order. You can then create and print out a return label from DHL GoGreen or show the QR code at any DHL parcel shop or DHL Packstation. We will offset the costs for the insured return label (3,90 €) with the repayment to you after receiving the item back. Please send the items back in the original box or in the RePack shipping bag and enclose the delivery note. After receiving the item, we will refund your money to the means of payment you used – please note that this can take up to 14 days.
International returns and exchanges
Returns of refurbished items
Refurbished items can of course also be returned, but for technical reasons not via the returns portal. Please write to us at email@example.com.
By the way: the warranty for new items is 24 months, for refurbished items twelve months!
Tips for the most ecological way to return something
- Any return that can be avoided is of course the most ecological solution. That's why it is best to only order items that you have measured in advance using our size guide, which you can find for each item. If you are unsure, we will be happy to help you! If childrens' items are too big, consider whether they can simply be used a little later.
- If a return is necessary, choose a parcel service that offsets the CO2 footprint of your shipment. One example is DHL GoGreen. If you create a return label via our returns portal, DHL GoGreen is automatically the shipping service provider.
- Use the packaging with which you received the order (cardboard box or RePack mailer). If the packaging is too big for the returned items, please use smaller packaging that you still have at home and don't buy a new box.
- If possible, use paper tape for sealing and use it thrifty.