Exchanges / Returns and Refunds
We want to make sure your expectations are exceeded. However, if you would like a refund for any reason, please follow the instructions below. If you need assistance, please contact our customer service team: firstname.lastname@example.org
Our return policy
If you're not happy with your order, you have 14 days to return any items you don't want to keep to us. We will refund you in full for any items returned to us. Please note here important information in case of a partial return.
All products must be unworn, unaltered, unwashed and have the original tags attached. Also important: Please pack the products with all parts and the packaging material back into the packaging.
Return shipping costs
The return costs are at the expense of the customer (see "GTC" and "Right of Withdrawal"). Freight collect shipments are not accepted by us and are automatically rejected.
How can you organize the return?
1. Let us know
Send us an email (email@example.com) with the subject line: return + order number
Attach the return form you filled out to the e-mail.
Please include a printed version of the return form in your return package.
Where can you find the return form? -> You received a link to download your return form in your shipping confirmation email.
All refunds will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you.
2. Choose a shipping service provider of your choice.
The shipping costs are to be borne by you. We recommend tracked shipping. Please keep the receipt as proof.
3. Return: Send the package back to us together with the printed return form inside
Retouren Rio Martina
Hofer Strasse 11
We will then email you once we have received and processed your return.
Please note that it can take up to 5 working days for your return to be processed and inspected once it reaches our warehouse.
Once we have inspected your returned items, we will immediately initiate your refund. All refunds will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you. The date when the money is actually credited to your account or credit card depends on the payment service provider. In some cases it can take up to 5-10 business days to appear on your statement.
If your wish an exchange, please send us an e-mail to firstname.lastname@example.org
We can gladly arrange an exchange for you. In the case of an exchange, we also gladly compensate you for the return shipping costs.