Returns & Exchanges

How much time do I have for a return?

No stress - you have a full 30 days after receipt of your order to send items back to us. Easily create your return label 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?

A return from Germany is very easy with us! Here is what you do:

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

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

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

Do I have to pay for the return shipment myself?

For returns from Germany, there is a return fee of €2.99 - this amount will be deducted directly from your refund. For returns from abroad, you are responsible for the return costs yourself.

Even as a customer from Austria, Switzerland, or another country outside of Germany, you can return items without any problems. Please note that in this case, the return costs are borne entirely by you.

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

Unfortunately, we cannot offer a direct exchange. But don't worry - simply send the item back to us and order the desired size or color again. It's fast and uncomplicated!

Tip: Since our items vary significantly in terms of size, we recommend ordering several sizes to choose from - this way, you are guaranteed to find the perfect fit.

Will I receive confirmation of the receipt of my return?

Yes! As soon as your return has been received and processed by us, we will inform you via email. In this confirmation, you will also find the amount that will be refunded to you.

How long does it take until I get my money back?

We process your return as quickly as possible! Usually, you will receive your refund within 14 days of receipt of the return. During particularly busy periods - such as during promotions or seasonal peaks - it may occasionally take a little longer. In this case, we ask for your patience.

I am from abroad – can I return goods?

Yes, of course! Even as a customer from Austria, Switzerland, or another country outside of Germany, you can return items without any problems. Please note that in this case, the return costs are borne entirely by you.

You can send your return to the following address:
Zwillingsherz GmbH
Modering 3
Etage 5 / Haus B
22457 Hamburg

What do I need to keep in mind for a return from Switzerland?

Special customs regulations apply to returns from Switzerland – please read the following instructions carefully so that your return arrives with us without any issues.

Customs documents In order for us to accept your return, the following documents must be attached in full and correctly:

• Application form for recognition of returned goods

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

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

Please note: In the 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 costs for return shipment from Switzerland are €20.99. 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: Before returning, please check with the responsible customs office regarding the current regulations for international returns.

I received a defective item – what should I do?

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

When can I make a claim?

A claim is possible if an item has a genuine material defect - i.e., a fault that was already present upon delivery and was not caused by normal use. Typical reasons for a claim are:

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

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

·         Damage during delivery

However, natural material properties such as pilling on wool or cashmere, normal signs of wear and tear through use, or damage caused by improper care are not grounds for a claim.

I received the wrong item – what can I do?

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

I bought a Zwillingsherz item somewhere else – where can I make a claim?

If the item was not purchased directly from our shop, we ask you to address your claim to the respective retailer - i.e., the branch or online shop where you purchased the product. You can only make claims with us for items purchased directly via our online shop.