Refund policy
Return Policy
We offer you a 30-day return policy. This means that you have 30 days after receiving your item to request a return.
This does not apply to orders placed for commercial or self-employed purposes.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. Additionally, you will need the receipt or another proof of purchase.
To initiate a return, you can contact us at info@von-denen.de. Please note that returns must be sent to the address provided on the return form.
If your return is accepted, we will provide you with a return label and instructions on how and where to send the package. Items returned to us without a prior return request will not be accepted.
If you have any questions regarding returns, you can contact us at any time at info@von-denen.de.
Damages and Issues
Please check your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate and resolve the issue.
Exceptions / Non-Returnable Items
Certain items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), custom-made items (e.g., special orders or personalized items), and personal care products (e.g., cosmetics). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about a specific item. Unfortunately, we cannot accept returns of sale items or gift vouchers.
Exchanges
Returning the received item is the fastest way to receive the desired item. If the return is accepted, you can purchase the new item separately.
European Union – 14-Day Withdrawal Period
Regardless, you have the right to cancel or return your order within 14 days without providing a reason if the goods are shipped to the European Union. As described above, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. Additionally, you will need the receipt or another proof of purchase.
Refunds
We will notify you once we have received and inspected your return and inform you whether the refund has been approved or not. If approved, an automatic refund will be issued to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@von-denen.de.