When can an article be exchanged at all?
- If the wrong item was delivered or the item was proven to be a fake.
- If the item is proven not to be the size indicated (e.g. the seller indicates size 39 on a shoe but it says 36 on the label).
- If defects are found that do not correspond to the condition indicated or were not listed. This must be decided on a case-by-case basis and often indicates a price reduction and not an exchange. Please send us some meaningful, sharp pictures.
If you wish to return the goods or have a complaint, you must always report a problem within 72 hours of receiving the order.
The article may not be returned if you do not like something or it does not fit despite correct size. Then it is super easy to simply resell the item.
For a return, please proceed as follows if the seller is to blame:
- Dear buyer, please send the item back to the seller. You will find the address on the shipping label of the package you received. Or you can ask the seller for the address. Please do not return it before we have contacted you regarding your reported problem.
- If the item is returned, please let us know and we will cancel the purchase and return the purchase price to the buyer within 2-3 business days.
- Shipping costs must be paid by the seller due to incorrect product description or poor condition. Please talk to the seller about the shipping method and costs.
For a return please proceed as follows, if the seller agrees to the return from goodwill:
- Dear buyer, please send the item back to the seller at your expense. You will find the address on the shipping label of the package you received. Or you can ask the seller for the address.
- If the item is returned, please let us know and we will cancel the purchase and return the purchase price to the buyer within 2-3 business days.
- Shipping costs must be paid in full by the seller. These will also not be refunded by us. We refund the purchase price.
Otherwise we hope for problem-free handling. Please always remember that usually nobody intentionally misdescribes an item and that a defect can sometimes be missed. Happy Shopping!
Important! Please note:
We must always be notified of the problem within the first 72 hours after the buyer has received the order. Please use the "Report a Problem" button (see "My orders"). Without a problem report within 72 hours, the seller's payout can no longer be blocked by us and no return can take place.
We offer you a general right of return on our concierge items. However in this case it is also required to report your wish to return within 72 hours. All information can be found here.
Anyone who subsequently circumvents us via Paypal conflicts, etc., will be blocked for the future. Our decisions are binding.
Tags: Exchange, Return, Retoure, marketplace, market place, report problem, description, size, measurements, defect, fit