We are sorry that you are having problems initiating the return.
You can find the button
- In the My Orders section and only for Concierge products
- If your delivery address is in Germany
Please note that the return is only free within Germany. In case of a return from abroad, we can only cover the shipping costs if the item is proven not to correspond to the product description.
In this case, please report the return wish via the problem report button in my orders.
- As soon as the arrival of the item has been recognized by the system
The tracking does not synchronize in real time. Therefore, it may take several hours for our system to recognize that you have already received your order.
If you don't want to wait that long, you can confirm the receipt yourself in the My Orders section.
- Within the return period. This ends after 72h.
You can find a step-by-step guide here.
If you still need help, our Prelved support will help you!
You can reach our support team: