Return and Refund Policy
If you are not 100% satisfied with your purchase, you can return it for a refund within 30 days from the delivery date. Please contact us at support@falkenhof-stil.com to obtain a return address.
Attention: Please note that the customer is responsible for all return shipping costs and the return shipping label (unless the product is damaged or you received the wrong item).
If you have any questions or need assistance, our customer service team will be happy to help you. Please review the information below to contact us.
Return Conditions:
- All items must be returned in their original selling condition, unworn, unwashed, unaltered, and with all original tags still attached.
- All items must be returned with the original packaging.
Order Cancellation
Your order will be fully refunded if it is canceled within 24 hours of purchase. Please email us at support@falkenhof-stil.com if you decide to cancel your order.
Once the package has been shipped, cancellation is no longer possible.
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, returns will no longer be accepted.
Please email support@falkenhof-stil.com to initiate a return. Do not send items back to us without first contacting us.
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 is approved, we will send you instructions for completing the return. Please print the return form and fill in the following information:
1 - Order number: Found on your order confirmation or invoice.
2 - Customer name: The name shown on the order confirmation.
3 - Product: The item number of the product concerned.
4 - Reason for return: Refund or defective.
Prepare your package:
- Pack the products in their clean original packaging.
- Include the return document: Place the document on top of the items.
- Visit the website of the shipping carrier of your choice and ship your package with the correct weight and dimensions. Use the return address provided by customer service.
- Choice of carrier: It is recommended to return products using DHL.
Damaged or Defective Products:
To return damaged or defective items, please follow the steps below:
(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.
Once we receive your email and assess the damage, we will contact you to determine the desired resolution. We will either replace the item or issue a refund. Please note that all damaged or defective items must be reported within 30 days of delivery.
Refunds and Refund Methods:
Once your return has been received and inspected, we will notify you by email that we have received your returned item. We will also inform you whether your refund has been approved or rejected.
If approved, your refund will be processed and automatically applied to your original method of payment within 14 days.
Late or Missing Refunds (if applicable):
If you have not yet received a refund, please first check your bank account again.
Then contact your payment provider, as it can take some time before your refund is officially posted.
If you have done all of this and still have not received your refund, please contact us.
Exchanges:
No, we do not accept exchanges. If you wish to exchange an item, you must return the current item at your own expense and place a new order. Please note that you are responsible for the return shipping costs if the item is not defective.
Return Shipping, Shipping, and Packaging Costs
The cost of return shipping is the responsibility of the customer.
Original shipping costs are non-refundable unless the return is due to our error (incorrect or defective item).
Undelivered Package
If a package is returned to us as undeliverable due to an incorrect or incomplete address, we will contact you to correct the address. Additional fees can apply for reshipment.
Return Form:
To obtain the return form, please send an email to support@falkenhof-stil.com.
Questions and Additional Information
If you have any questions about our Return and Refund Policy, please contact us.
For further details, please review our full terms in the Terms of Service
Terms and Conditions
For more details, please read our Terms of Service.
Contact Information
If you have any questions or concerns, please contact us using the details below:
- Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
- Email: support@falkenhof-stil.com
- Phone: +31644426874