Returns and Frequently Asked Questions

Without prejudice to your statutory right of cancellation, we will enclose you a contractual right of exchange. Regardless of your consumer rights, we offer a right to exchange goods

Frequently Asked Questions

Can I return my order?
You have the right to return goods within 14 days without giving reasons (see right of cancellation).

Is the return within Germany free of charge?
Returns within Germany are free of charge (see terms and conditions).

Is the return from abroad free of charge?
The costs for returns from abroad are paid by the customer (see terms and conditions).

What do I have to consider if I return goods from Switzerland?
Returns from Switzerland must be clearly marked as a return of goods (re-export). This is to enable a refund of the import duties.

How does an exchange work?
An exchange only works within Germany. The returned item(s) must be the same price as the newly requested item(s). Please mention your exchange request on the return slip. When we receive the returned item the exchange request is noted in our system and the exchange item(s) is sent free of charge (see terms and conditions).

What happens when I return items?
Following the return of items we issue a refund according to your original payment method or deduct the refund form your current invoice. (see right of cancellation).

My package was delivered with Hermes and I can't find a Hermes-return slip
For the return please use the original packaging and the original Hermes sticker on the package. The Hermes label also works as a return label. Please hand in the package with a written instruction "Return" and delete your own address. The package can then be brought to a Hermes parcel shop of your choice, where it is scanned as "return with barcode".

My package was delivered with GLS and I can't find a GLS-return label.
If the package was shipped with GLS, there is a GLS return label in the package. If you no longer have it, just write an e-mail to for the e-mail address please click here. We will gladly send you a new label as a PDF for you to print.

My package was delivered with Hermes and the Hermes label is damaged.
Our original sticker works as a return sticker. The employee must, however, scan it as a "return with barcode". Please let us know in which shop your return was not accepted. We will inform the staff there of the situation. In future you will be able to return items there.

My package was delivered with GLS-where can I find the nearest GLS-parcel shop?
You can find your nearest GLS shop at www.winshape.de/gls.

Simple Exchange
A simple exchange means that the returned item(s) must be the same price as the newly requested item(s). We are unable to process a partial refund or partial payment for an exchange.

My package was delivered with Hermes and Hermes does not want to accept my return
Our original Hermes label works as a return label. The employee must, however, scan it as a "return with barcode". Please let us know in which shop your return was not accepted. We will inform the staff there of the situation. In future you will be able to return items there.
Note: The return via Hermes is only possible if Hermes has been selected for shipment during the original order process.

Hermes – my return was delivered to me again
Please try again to return the package at a Hermes-shop. Make sure that the recipient's address is crossed out. The package must be scanned in the Hermes shop as a "return with barcode". Please let us know that the return has been returned to you so that we can find out where the error was and if necessary take action to resolve the problem.

Complaints and damaged goods
Please return the item(s) to us describing the nature of the complaint as well as your personal data. The item(s) will be checked by our trained staff and we will get in touch with you. If you no longer have the packaging and label, please contact us; We will send you a new label so you can return the item free of charge.

Unable to place an order online
You can also place your order by e-mail or phone. We need the following information::

Item name, colour and size
Billing and delivery address
Date of birth and telephone number
Email address
Preferred payment method (we offer prepayment, purchase on invoice, direct debit and cash on delivery)
Preferred Parcel Service provider (GLS or Hermes)

For a direct debit order we need your account data, for Cash on Delivery payment we charge an additional €4.90 Cash on Delivery fee. With an order value of less than €60.00, shipping costs of €4.90 will be charged.

After you have placed your order, we will automatically send you an order confirmation with all relevant details.

Contacting us by telephone
We are happy to answer all your questions by phone. You can reach us on +49 228-36033411. Our office is staffed Mon-Fri from 8:30h to 16:30h.

If you call outside of our business hours, you can leave us a message. We are happy to call you back.