We are sorry that you have not yet received your refund for your returned item. The processing of your return varies depending on whether you have returned a Concierge or Marketplace item.
Returning your Concierge order
Please always check first if your item has arrived back to us. After we receive the return, we usually need 1-3 business days to check and cancel the return. As soon as we have cancelled the order, you will be informed by e-mail.
You will automatically receive your refund back to the original payment method.
Unfortunately, this sometimes takes up to 30 days for credit cards, Paypal is reversed on the following business day, a return transfer is also initiated on the following business day and then takes 3-4 business days.
My order has already been cancelled, but I have not yet received the refund. What can I do?
Refunds after cancellation take different amounts of time depending on the payment method. Paypal payments are refunded the following day, wire transfers take up to 4 business days. For credit cards, the refund can take up to 30 days.
If the deadline has already expired, there may be technical problems with your refund. Please contact our support via our contact formula, we will then check this.
The fastest way to help you is to provide us with the following information:
- Your username
- The order number (B-...)
- The item(s) that are affected
Returning your marketplace order
All information about the return process on the marketplace can be found here. Please always check first if your item has already been returned to the seller. In order to cancel your order, we must be sure that the item has been returned correctly. If you have sent the item uninsured, we need the feedback of your seller. If you have a tracking number, you can email it to us. We will then check that the parcel has been returned correctly and cancel the order.
The fastest way for us to help you is to provide us with the following information:
- Your username
- The order number (B-...)
- The affected item(s)
Click here for the contact form.