My return was rejectedUpdated a month ago
Why was my return rejected?
Please note that returned items should be in their original, unworn condition. This includes the original packaging as well as a suitable shipping box for the return. Therefore, please always use an additional outer box and do not return the original packaging as the shipping box. Unfortunately, we cannot accept returns that are shipped exclusively in the original packaging (manufacturer’s box).
Every return is carefully inspected by our returns department upon receipt. During this process, we check the items for their condition, possible damage, signs of use, and odors, among other things.
What applies to worn or washed items?
You can, of course, exercise your statutory right of withdrawal even if you have already received an item. The right of withdrawal allows you to inspect the merchandise in the same way you would in a retail store—for example, by trying it on.
However, if a garment is used beyond this normal inspection or has already been washed, this may result in a loss of value. Since a washed item generally can no longer be sold as unworn, new merchandise, we are entitled under Section 357a of the German Civil Code (BGB) to deduct reasonable compensation for the loss in value from the refund amount.
A return will therefore not be automatically rejected simply because an item has been washed or worn. Instead, we review each return on a case-by-case basis. If wearing, washing, or other use has resulted in a significant loss of value, we will take this into account when processing the refund.
Why is this important?
As a brand committed to sustainable production, we aim to offer returned items—whenever possible—to other customers as unwashed, new merchandise. In this way, we work together to keep high-quality garments in circulation for as long as possible and conserve valuable resources.
We therefore ask that you only try on items before returning them and refrain from washing them.
I disagree with the assessment of my return.
If you have any questions about the assessment of your return or disagree with our decision, please reply directly to our return processing email and explain the situation to us. We will, of course, carefully review your request again and work together to find a fair and customer-focused solution.