Exchanges and returns

This FAQ addresses the most important questions regarding exchanges and returns. The key topics covered are:

  1. Return and exchange policy: Under what conditions can I return or exchange an item?

  2. Return period: How long do I have to return or exchange an item?

  3. Exceptions to returns: Which items are excluded from returns?

  4. How to initiate a return: How do I start a return or an exchange?

  5. Costs of return: Will I receive a return label?

  6. Exchange process: How does the process for exchanging an item work?

This FAQ provides clear and simple answers to the most common questions about returns and exchanges. Customers learn how to return or exchange items, the conditions that apply, and the timeframes for processing.

Return and exchange policy plus minus

Under what conditions can I return or exchange an item?

As many items are customised, not all products can be exchanged. Whether an item is excluded from cancellation is indicated in the respective offer. Either in the description or under the category point. Delivery and returns.

If the item differs from the order or there are problems of any kind, please contact us by email and we will always find a solution.

Return period plus minus

How long do I have to return or exchange an item?

The return period is 14 days from the date of delivery. If an item is excluded from cancellation, this is indicated in the respective offer.

Exceptions to returns plus minus

Which items are excluded from returns?

All products that are customised. These are, for example, bench cushions, back cushions, wall protectors and everything else for which a customised size must be entered.

In the case of chair cushions, you have the option of choosing a single colour, which means that the goods can be returned within 14 days. However, if you choose a customised back, the cushions cannot be exchanged. However, this information is also shown on each product.

How to initiate a return plus minus

If your goods were not customised, you can return the item to us by post or bring it to us in person. To do this, send us an email with the subject ‘Cancellation’, quoting your order or invoice number. The parcel will usually also contain instructions on how to return the goods.

Costs of return plus minus

Will I receive a return label?

No, unfortunately not. The shipping costs are always borne by the customer. We are a small company that produces all products to order in our factory in Cologne.

We ask for your understanding that we cannot cover the shipping costs for returns, even though this is common practice for many large companies in the clothing industry in Germany.

We hope for your understanding!