Return & Refund Policy
We do our best so that the orders will arrive in immaculate condition. If you think, the item has been damaged during transport. Please email us as fast as possible with photos! We will replace the damage item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If for any reasons you’re unhappy with your purchases, you can always return your orders in original conditions: sealed, unused and securely packaged. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are not refundable!
If you are shipping an item over 30€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Additional non-returnable cases:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
If the package's lost, there's no refund for fulfilled order, which was shipped with option: Basic ( No Tracking ).
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
To return your product, you should mail your product to:
Entry: Siegfriedstr. / c/o Lenz & Lorenz
10365 Berlin, Germany