SHIPPING & RETURNS

Returns, Exchanges & Refunds

For faulty, damaged, or misprinted items, a 30-day period from the date of receipt applies for claims. Likewise, claims for shipments lost in transit must be submitted no later than 30 days after the estimated delivery date. Claims attributable to our errors will be handled at our expense.

If you or your customers notice any defects in the products or problems with the order, we ask you to submit a problem report.

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Returns and undeliverable shipments  

The primary return address is our headquarters. You will receive an automatic email confirmation as soon as we receive a return. Unclaimed returns will be donated after 30 days. If you use a different return address, you are solely responsible for these shipments.

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• Incorrect address: If an address provided by the customer is deemed undeliverable by the courier, the shipment will be returned to us. You will be responsible for the cost of redelivery once we receive a corrected address from you.

• Unclaimed: Unclaimed deliveries will be returned to us. You are responsible for the cost of redelivery.

 

If you don't have a registered account and a stored payment method, undeliverable orders (due to incorrect addresses or non-acceptance) will not be reshipped but will be disposed of at your expense. No refund will be issued in this case.

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Special provisions for certain articles

 

We do not accept returns of sealed goods, such as face masks, that are not suitable for return due to hygiene or health protection reasons. Returned face mask orders will therefore be disposed of and not reshipped.

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Customer-initiated returns

 

We recommend that you encourage your customers to contact you directly before returning any items. We generally do not refund orders returned solely due to a change of mind, except for customers in Brazil. Returns or exchanges of items or face masks can only be offered at your own expense and discretion. If you choose to do so, you will need to place a new order for the desired item or size.

Special rules apply to customers in Brazil: If you change your mind, you must contact our customer service within seven days of receipt and send a photo of the item. The return will be inspected to determine if the product has been used or damaged. In such cases, no refund is possible.

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Notice for EU consumers

 

According to Article 16 (c) and (e) of the EU Consumer Rights Directive 2011/83/EU, the right of withdrawal does not apply to:

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1. Goods that are made to customer specifications or are clearly personalized.

2. Sealed goods whose seal has been removed after delivery and which are not suitable for return due to health or hygiene reasons. We therefore reserve the right to refuse returns at our sole discretion.

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General information

 

For all terms and conditions, the original English version prevails, regardless of any translations. Further details regarding returns can be found in our FAQ section.