Return and refund policy
The return and refund policy is different for EU countries and non-EU-countries. 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 30 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 item must be in the original packaging.
Create your return label and book your return
If you want to cancel your order and return the ordered items from an EU country during the 30 day cancellation period, you can book the return yourself on the GLS Return Portal:
After booking the return, you can bring the parcel to your nearest GLS parcel shop.
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. Please pack the item in a separate box for return, so it will arrive unharmed.
**Always include all the order details as well as your contact details with the return parcel.
Shipping costs when returning goods during the cancellation period
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.
The return shipping cost of 9,90 € will be deducted from the refund amount when we have received your return. We will process the refund as soon as the parcel arrives to our faculties. Please note that we will not refund the original shipping cost.
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 will be determined by the shipping company’s fee of the return shipment, always at least 14,90 €. 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.
Product exchanges
Would you like to change products?
- Return the item according to the instructions above and then place a new order for the new product in our online store.
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.
Questions regarding returns
You can always contact our customer support, and we will give you further return instructions and instructions for packing the goods when needed.
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
For orders delivered outside the EU, there is generally no cancellation period or return possibility. Start by checking with our customer support if a return is possible to arrange.
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
If the return is possible to arrange, please note that for all countries outside the EU, you are responsible for arranging for the return shipping as well as the return shipping costs. Please use a delivery method that will include parcel tracking for your return. Should your return not reach us and no tracking is available, we are unable to refund your purchase.
You are also responsible for possible taxes and duties that have been paid when receiving the delivery, as well as for all taxes and duties collected from us when we receive your return.
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 from outside the EU
Always 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.