Return and Refund Policy
If you are not 100% satisfied with your purchase, you can return it within 30 days of the delivery date for a refund. Please contact us at support@falkenhof-stil.com for a return address.
Attention: Please note that the customer is responsible for all return shipping costs and the return label (unless the product is damaged or you received the wrong item).
If you have any questions or need assistance, our customer service is happy to help. See the following information to contact us.
Return conditions:
- All items must be returned in their original sale condition, unworn, unwashed, or altered, with all tags still attached.
- All items must be returned with the original packaging.
Order cancellation
Your order will be fully refunded if canceled within 24 hours of purchase. Please email us at support@falkenhof-stil.com if you decide to cancel the order.
Cancellation is no longer possible after the package has been shipped.
Once your order has been delivered, you have 30 days to initiate a return.
Returns:
If you have changed your mind or no longer want the item, you can request a return and refund within 30 calendar days of receiving your order.
After the 30-day period has expired, you can no longer return your products.
Send us an email support@falkenhof-stil.com to initiate a return. Do not send orders back to us without doing this.
To complete your return, we require a receipt or proof of purchase.
Return procedure:
To request a return:
- Contact us by email at support@falkenhof-stil.com
- Provide your order number and the reason for the return.
Once your request has been approved, we will send you instructions on how to carry out the return. Please print out the return form and fill in the following information:
1 - Order number: You can find this on your order confirmation or invoice.
2 - Customer name: The name shown on the order confirmation.
3 - Product: The item number of the product in question.
4 - Reason for return: Refund, defective.
Prepare your package:
- Pack the items in question in their clean original packaging.
- Include the return document: Place the document on top of the items.
- Go to the website of the shipping company of your choice and label your package with the correct weight and dimensions. Provide the return address given by customer service.
- Choice of shipping company: It is best to return the products via DHL.
Damaged and defective products:
To return damaged or defective items, please proceed as follows:
(1) Contact our customer service team by email at support@falkenhof-stil.com.
(2) Provide a photo along with a description of the damaged or incorrect item and the order number associated with the item in question.
As soon as we receive your email and assess the damage, we will contact you to determine the desired outcome. We will either replace the item or refund you the purchase price. Please note that all damaged or defective items must be reported within 30 days of delivery.
Refund and Refund Methods:
Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will also inform you about the approval or rejection of your refund.
If approved, your refund will be processed and automatically refunded to your original payment method within 14 days.
Late or missing refunds (if applicable):
If you have not yet received a refund, first check your bank account again.
Then contact your payment provider. It may take some time for your refund to be officially posted. Then contact the responsible authority. Often it takes some time for a refund to be posted.
If you have done all this and have not yet received your refund, contact us.
Exchange:
No, we do not accept exchanges. If you want to exchange an item, you must return the current item yourself and place a new order. Please note that you bear the cost of the return if it is a non-defective item.
Costs for return, shipping, and packaging
The cost of the return shipment is borne by the customer.
The original shipping costs are not refunded unless the return is due to an error on our part (wrong or defective item).
Undelivered package
If a package is returned to us as undelivered due to an incorrect or incomplete address, we will contact you to correct the address. Additional fees may apply for reshipping.
Return form:
To receive the return form, send an email to support@falkenhof-stil.com.
Questions and further information
If you have questions about our Return and Refund Policy, contact us.
For more details, you can find our full terms in the Terms and Conditions
Terms and Conditions
For more details, please read our Terms and Conditions.
Contact information
If you have any questions or concerns, please contact us at the following details:
- Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ United Kingdom
- Email: support@falkenhof-stil.com
- Phone: +31644426874