Return and refund policy
The return and refund policy is different for EU countries and countries outside of the European Union.
Please find more information below.
Return and refund policy for EU countries
This return and refund policy is for all EU countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Below you can find all the necessary information about cancellation and return of your orders as well as refunds and handling of damaged orders. If you have any questions, please don't hesitate to contact our customer service.
Cancellation period for returns
You have 14 calendar days to return an item from the date you received it.
Please note that we cannot accept returns regarding food products (coffee, tea, syrups etc) due to hygiene reasons. Also products customized for you are not eligible for returns.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your right of withdrawal does not entitle you to use or test the product.
Your item must be in the original packaging.
Shipping costs when returning goods during the cancellation period
If you want to cancel your order and return the ordered items during the 14 day cancellation period, please start the return process by contacting our customer service: [email protected].
Free return shipping is available from the following countries:
- Finland, Germany
Return shipping costs of 9,90 € will be applied to returns from all other EU countries:
- Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Start by contacting our customer support at [email protected]. The return shipping cost of 9,90 € will be deducted from the refundable price of the product(s) when we have received your return. Please note that we won't refund the original shipping cost of your order.
Unclaimed / undelivered parcels
If the parcel returns to us as unclaimed/unable to deliver due to incorrect contact information, an additional return fee will be deducted. The fee from EU countries 9,90 €. If you wish us to ship the parcel again, you’ll be charged for additional postage for the same amount as in the original order.
Damaged / defective / incorrect goods
If you have received damaged, defective or incorrect goods, we sincerely apologise for this! We will arrange for a product swap or send a new product at our own cost. Start by contacting our customer service customer support , and we will make sure that the new products are sent to you as soon as possible.
Refunds
Once we receive your returned item(s), we will inspect them and notify you that we have received your returned item(s). We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). Possible return costs will be deducted from the refund payment.
You will receive the credit within a certain amount of days, depending on your card issuer's policies. Usually, this takes 2-3 business days.
Instructions for returns
Start by contacting our customer support before returning items
Start by contacting our customer support, and we will give you further return instructions and instructions for packing the goods. Once we have received your return, we will refund your purchase.
Please note that the returned item must be unused and in original condition. If the product or the product package is not in original condition, we cannot unfortunately accept the return. Please also note that the return policy is not valid for foodstuff (for example coffee) or products that have been customized for you.
You can find more information about ordering items on our Terms of delivery page.
Return and refund policy for all non-EU countries
This return and refund policy applies for all non-EU countries.
Cancellation period for returns
There is generally no return or cancellation policy for shipments outside the EU. For exceptions, please start by contacting our customer support, and also be aware of all terms and costs involved as stated below.
Please note that we cannot accept returns regarding food products (coffee, tea, syrups etc) due to hygiene reasons. Also products customized for you are not eligible for returns.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Your item must be in the original packaging.
Shipping costs, taxes and duties when returning goods during the cancellation period
For all countries outside the EU, you are responsible for the return shipping costs. Please contact our customer service before returning and we will provide you with a return label or further instructions. The parcel must be returned with the same shipping company which originally delivered it. Should you not return the parcel according to our instructions, we will not accept the return parcel.
You are also responsible for all possible taxes, duties and other customs clearance charges that have been paid by you when receiving the delivery. You are also responsible for all possible taxes, duties and other customs clearance charges at our end when we receive your return. These charges will be deducted from the refund amount. As the charges will be charged from us after a few weeks after receipt of delivery, the refund will be delayed until we have knowledge of all costs involved.
If the parcel returns to us as unclaimed/unable to deliver due to incorrect contact information, an additional return fee will be deducted. The fee will be determined by the shipping company’s fee of the return shipment, always at least 49 €. If you wish us to ship the parcel again, you’ll be charged for additional postage for the same amount as in the original order.
Damaged / defective / incorrect goods
If you have received damaged, defective or incorrect goods, we sincerely apologise for this! We will arrange for a product swap or send a new product at our own cost. Start by contacting our customer service and we will make sure that the new products are sent to you as soon as possible.
Refunds
Once we receive your returned item(s), we will inspect them and notify you that we have received your returned item(s). We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within a certain amount of days, depending on your card issuer's policies. Usually, this takes 2-3 business days.
Instructions for returns
Start by contacting our customer support before returning items
Start by contacting our customer support, and we will give you further return instructions and instructions for packing the goods. Once we have received your return, we will refund your purchase.
Please note that the returned item must be unused and in original condition. If the product or the product package is not in original condition, we cannot unfortunately accept the return. Please also note that the return policy is not valid for foodstuff (for example coffee) or products that have been customized for you.
You can find more information about ordering items on our Terms of delivery page.