Returns & Exchanges

How much time do I have to return an item?

No stress – you have a full 30 days from receipt of your order to return items to us. Create your return label conveniently in our online shop and simply drop off the package at a DHL parcel shop near you. We'll take care of the rest!

How do I return my order?

Returning an item to us is very simple! Here's how:

1. Create return label – Create your return label conveniently in our online shop. You can either print it out or have the practical QR code scanned directly at the DHL branch.

2. Pack goods – Pack the items securely in a box. Please ensure that all parts are in perfect and original condition.

3. Drop off package – Conveniently drop off your package at the nearest DHL parcel shop.

Once your package has been received and checked by us, we will contact you by email.

Do I have to pay for the return shipping myself?

For returns from Germany, a return fee of €2.99 applies – this amount will be deducted directly from your refund. For returns from abroad, you bear the return costs yourself.

Even as a customer from Austria, Switzerland or another country outside Germany, you can easily return items. Please note that in this case, you will bear the return costs in full.

Can I exchange an item, e.g., for a different color or size?

Unfortunately, we cannot offer direct exchanges. But don't worry – simply return the item to us and reorder the desired size or color. This is quick and uncomplicated!

Tip: As our items vary greatly in size, we recommend ordering several sizes to choose from – this way you are guaranteed to find the perfect fit.

Will I receive a confirmation that my return has been received?

Yes! Once your return has been received and processed by us, we will inform you by email. This confirmation will also include the amount that will be refunded to you.

How long does it take to get my money back?

We process your return as quickly as possible! You will usually receive your refund within 14 days of receipt of the return. During particularly busy periods – such as promotions or seasonal peak times – it may occasionally take a little longer. We ask for your patience in this case.

I am from abroad – can I return goods?

Yes, of course! Even as a customer from Austria, Switzerland or another country outside Germany, you can easily return items. Please note that in this case, you will bear the return costs in full.

What do I need to consider when returning from Switzerland?

Special customs regulations apply to returns from Switzerland – please read the following information carefully so that your return arrives smoothly.

Customs documents For us to accept your return, the following documents must be attached completely and correctly:

• Application form for re-import recognition

• Proof of original delivery (e.g. invoice or delivery note)

Please attach the documents to the outside of the package – clearly visible in a clear, transparent film. Instructions on what information is required in the form are included with your order.

Please note: In case of incomplete or incorrect documents, we unfortunately cannot accept the return. In this case, the package will be returned at your expense.

Return costs: The cost of return shipping from Switzerland is €18. This amount will be deducted from the refund value of your order once your return has been received and checked by us. The original shipping costs will not be refunded.

Create return label: Please create your return label via the following link: https://www.dhl.de/dhl-rpi/rosy-gui-anon/?hash=c2e2cc2d42ebb3beec03369f06efcb36655802cfd3538fad383b2d20749ae735

Important note: Please check with the relevant customs office for the current regulations for international returns before returning.

I have received a defective item – what should I do?

We are sorry to hear that! Please send us a photo of the defective item along with your order number by email to info@zwillingsherz.com. We will get back to you as soon as possible and find an uncomplicated solution together – for example, by providing a replacement item.

When can I make a complaint about an item?

A complaint is possible if an item has a genuine material defect – i.e., a defect that was already present at the time of delivery and was not caused by normal use. Typical reasons for complaint are:

·         Production defects (e.g. faulty seams, holes, material defects)

·         Incorrect item delivered (wrong size, color or product)

·         Damage during delivery

However, natural material properties such as pilling in wool or cashmere, normal wear and tear from use, or damage caused by improper care are not grounds for complaint.

I have received an incorrect item – what can I do?

We are really sorry! Please send us a photo of the item received along with your order number by email to info@zwillingsherz.com. We will get back to you as soon as possible and ensure that you receive the correct item.

I bought a Zwillingsherz item elsewhere – where can I complain about it?

If the item was not purchased directly from our shop, we ask you to address your complaint to the respective retailer – i.e. the branch or online shop where you purchased the product. You can only complain to us about items purchased directly through our online shop.