Returns
Frequently asked questions about returns, refunds and exchanges.
How can I return an item?
- Include a note with your order details and the reason for the return, or the completed return form, in your return package.
- Click on your country below, fill out the form on the page that opens, and follow the instructions.
Print the shipping label and stick it on the package.
- Take the package to a DHL drop-off point and send it back to us free of charge.
Which items can I return?
- Items whose purchase date is no more than 30 days ago
- Items are in unused and resalable condition
- Item in original packaging with intact labels
- Items whose seal is undamaged
Which items cannot I return?
- Items whose purchase date is more than 30 days ago
- Item in used and non-resellable condition
- Items without original packaging or with removed or damaged labels
- Gift vouchers
- Donation items
- Items that have been removed from the sealed packaging
Are any items in your order faulty, or was the package damaged upon delivery?
If an item in your order is faulty or the package was damaged upon receipt, please contact our customer service within 7 days of the delivery date.
Is one item from your order broken?
We will of course replace defective or broken items free of charge. Please contact customer service for this. For faster processing, please attach a photo of the defect directly to your email and return the defective item to us. An exchange is only possible once the item has arrived and been properly inspected.
Can items be exchanged?
Exchanges are only possible for limited edition items and only if the desired exchange item is still in stock.
In any other case, we will refund the amount for your returned item and ask you to reorder your desired item.
What refund options are available?
We offer the following refund options:
- Refund of the credit balance to the original payment method
- Refund of the credit balance as a voucher
How quickly will I receive a refund?
Once your returned items have been received and inspected, you will be notified by email. You will also be informed whether your refund request has been approved or denied. If the request is approved, the refund will be processed within 5-7 business days.
How quickly will my return be processed?
Please note that processing may be delayed during periods of high demand.
Normally , we will inform you within 10 working days. about the status of your return.
Your package hasn't arrived and has been returned to us?
Should an order be returned to us due to reasons such as failure to collect, incorrect or incomplete address, or postal non-delivery (e.g., recipient cannot be located), a refund of the order amount will be automatically issued upon receipt. In this case, redelivery will not be attempted.
Please note: The originally paid shipping costs will not be refunded in such cases.
We recommend that you keep an eye on the shipment tracking, as the post office or parcel service does not always leave notifications in the mailbox when the package is ready for collection at a branch, for example.
Your question wasn't answered?
If you have any questions about returns, refunds or exchanges, please contact our customer service at service@yvolve.shop .