Exchange


Do I have to pay shipping costs for the exchange?

No. We don't charge standard shipping costs for exchange orders :)

  • If you want to get your exchange as soon as possible, please refer to the instructions under "Online Exchange" below and place a new order online. We will usually refund the balance from returns within 10 business days, depending on the package's transit time.
  • If shipping costs are incurred while placing your exchange order, we can refund them to you or we won't charge you at all for them. Just make sure you follow the instructions below to tell us about your exchange.

How does exchanging a product work?

Please tell us about your return first by using the "Make a Return" button in your account history. We suggest that you place your exchange order by following the instructions below or by requesting the exchange per phone or email, so that the exchange product can be reserved for you until we've received your return.

Online exchange

If you wish to make an exchange online, just order as you normally would by adding the item(s) to your shopping cart. Please mind the following instructions:

  1. Select your preferred shipping and payment method for a fast exchange. If you chose Express Delivery for your original order and now would like to make an exchange with Express, we can offer a discount on the second Express shipping costs. If you don't want to pay again, select the "Pay in Advance (Bank Transfer)" payment method (only available in SEPA countries; contact us otherwise). In the comment field enter: "Exchange for order [order #]". Also, inform us of which products you are returning, so that we can process your exchange faster. Thank you in advance for your help!
  2. Complete your order as usual.
  3. After that, don't be alarmed about the automatic email in which you will be asked to make a money transfer. Please just wait for our reply to your comment.

Related topics:

What will happen with my credit?

You can always receive a refund regardless of which payment method you choose (however, credit cards are a bit special)*. If you want us to use your credit towards an exchange order, please note that we can only ship your exchange order after we've received and processed your return.
If the credit from your return is sufficient to cover the cost of your exchange order (e.g. same product in a different size), you will receive a shipping confirmation email for your exchange order typically within 2-4 business days after we've received your return. We will refund any remaining credit or ask for your bank info so that we can make a transfer. Alternatively you can also get a voucher to use towards your next purchase.

If the credit from your returned item(s) is not enough to cover your exchange order, we will inform you of this and ask you for additional payment. If you tell us what you are going to send back, we can calculate the remaining difference before we receive your return. That way, we can process your exchange order faster. You can also submit the payment yourself. Just make sure to include a reference with your order number.

*Credit card payments

If you paid with credit card, we will try to authorise the new payment before refunding the credit. If the authorisation works, we will refund the credit from your return and make a new charge for the exchange order. If the new authorisation fails, then we will use the credit from your return. This all happens for accounting reasons. Therefore, we recommend that you place your new order and pay again. Possible shipping costs can be avoided before shipping or can be refunded after shipping. Just inform us of the exchange in the comment field and we will refund your credit as soon as possible once we've received your return.

Specialty with credit card payments

If you paid with credit card, we try to authorise the new payment before refunding the credit. If the authorisation works, we refund the credit from your return and debit the exchange order's invoice amount anew. If the new authorisation fails, we use the credit from your return. This all happens due to accounting reasons. Therefore we recommend to place a new order and pay again. Possible shipping costs can be eliminated before shipping or can be refunded after shipping if you inform us in the comment field and we will refund you as soon as possible after receiving your return.

Will my discount coupon still be valid?

Usually yes, but that depends on the value of the returned items and the exchange items. If possible, we will grant the coupon again and you will not lose your discount. Don't worry :)
Technical explanation: If the total value of the items you've kept from your first order and the items you've ordered in your exchange order is above the minimum purchase value required for the use of the coupon, we will accept the discount for your exchange order.