SHIPPING & RETURNS
TERMS AND CONDITIONS of our shipping and returns
LAST UPDATED: APRIL 2023
Shipping e-commerce products contributes to high carbon footprint and generates unnecessary packaging waste. This is why we created our Shipping & Returns policies primarily focusing on our Planet. We hope you understand this and agree with us. If you have any ideas or proposals on how we can improve our shipping & returns process, please do reach out! We would love to hear from you.
We are aware that by introducing our products on the e-commerce market we contribute to the enormous packaging waste problem. This is why we take responsibility for our packaging and do our best to offer you circular packaging options to choose from.
We foremost encourage you to select the reusable packaging (i.e. RePack) at the check-out. This way you contribute to reducing a negative impact on the environment and allow the shipping packaging to be reused many more times. Unfortunately, as we are still growing as a company, we are not able to fully cover the cost of the reusable packaging yet, therefore we propose splitting the cost and responsibility between you, the consumer, and us, the brand. Alternatively, the packaging we use in all standard shipping is a certified home-compostable mailer envelope and is free of charge.
We are committed to plastic free shipping and you can expect as minimal additional materials included in your package as possible. Because we believe that less is more.
All orders are shipped from our main hub in Füssen. Please allow a processing time of maximum 3 business days. In this case, working days refer to Monday to Friday, excluding public holidays in Germany. Please consider the delays that may be caused by the custom clearance in your country or any events independent from us.
Our orders are shipped using DHL go green or DPD Klimaneutral options, unless stated differently.
For you, as a consumer, the risk of the sold item accidentally being destroyed or degraded during shipping only passes over to you when the delivery of the item in question is completed, regardless of whether or not the shipping operation is insured. This condition does not apply if you have independently commissioned a transport company that has not been specified by us or a person who has otherwise been appointed to execute the shipping operation.
COUNTRY, SHIPPING TIME & COST:
Germany: 2-4 business days / 4.95 € / free over 150 €
European Union zone 1-3: 3-7 business days / 13,99€ / free over 150€
Switzerland: 4-10 business days / cost to be added / free over 200€
United Kingdom: 4-10 business days / cost to be added / free over 200€
Do you want to order to a country that is not listed above? Please reach out to us at firstname.lastname@example.org
If you choose to ship with a reusable packaging (RePack), an additional charge will be added to your order. Please be advised that you are responsible for any customs or import duties charged once the parcel reaches the destination country. These include but are not limited to any additional taxes, duties and customs.
If you require a next-day delivery, we are happy to assist where possible. Please contact us at email@example.com to discuss available options.
Pre-order products ship from the date they become available and the shipping time may differ from the abovementioned. Shipping dates for pre-order items are shared on the product page, in your bag, and in the order summary at checkout where possible. Please bear in mind that the shipping date is only an estimate and may change. In case of a significant production or shipping delay, we will notify you via email.
If you have ordered other products in addition to your pre-order items, the rest of the order will be shipped separately from your pre-order items. We will notify you as soon as your order leaves our warehouse.
All pre-orders have to be paid for in full when placing the order. Should you have a change of heart, you are always welcome to cancel your pre-order as long as it is not within 2 days of the stated shipping time and the order has not been shipped yet. After that, our standard return policy applies.
No problem! Let us know ahead of time and provide us with the email address we should use for sharing your proof of purchase. We will make sure that all price tags and receipts will be removed from the package. We will be happy to write a little note on your behalf, too. Contact us to discuss the details and we will be happy to cherish your happy moments with you.
Once your order has been processed and sent, you should receive a confirmation email with your tracking code. You can use this code to track your package, see the expected delivery date and manage your delivery on www.dhl.de or www.dpd.de. It may happen that you don’t receive an email from us within 7 working days of placing your order. In those rare situations, please kindly check your spam inbox folder and contact us to resolve this issue. If you have any other questions or problems, contact us at firstname.lastname@example.org and make sure you include your name and order number to help us identify your order.
Find the latest updates on your order in your account page.
You’ll be able to cancel your order until it reaches the ‘Shipping’ status. To find out where your order is in its journey you can check your account page. This way you will avoid the additional cost for the return shipping.
Please be advised that by default we do not offer a free return shipping label for your orders and here is why.
Germany is the European Champion of all e-commerce returns and has the highest return rates across the EU countries. In fact, almost 1 in 4 (24.2%) online goods purchased in Germany in 2021 ended up being sent back to where they came from. Source of this study: “European Return-o-Meter - Ergebnisbericht Teil 1: Deutschland vs. Rest-EU, Otto-Friedrich-Universität Bamberg, S. 1-82”.
We strongly disagree with such behaviour and encourage more conscious purchases. This is why we do our best to provide you with the right tools supporting you in responsible decision making and helping you choose the right size that will fit you. We also offer a free consultation in case of any doubts in regards to our products.
To encourage you to shop responsibly and think thoroughly through your purchase, we will not cover the cost of the return shipping label of your purchase, hence this cost remains on your side. We hope that you agree with our take on it and will help us change the e-commerce business model into a greener one.
Read more about our Cancellation Policy in the next section.
No problem! Simply email them to us at email@example.com. We will be happy to assist you and find the answers to any questions you may have.
If you are here, you are likely trying to understand our cancellation policy and find some answers to your questions on how to return your product. Worry not, we’ve got your back and will take you through this process. We do our best to provide the products and service to your satisfaction and we will work with you to resolve any issues that might arise with the shipping process or our products.
For a quick access, please find the Return Forms below (English/German):
First and foremost, we built this cancellation policy with three main assumptions in mind:
1 - We are in this process together and we believe in your and our best intentions when we enter into this mutual e-commerce transaction. We empathise with you not having an option of touching a product, analysing its colour, or checking the size and we understand that you rely on us providing an accurate and true description to help you make a thoughtful purchase decision.
2 - We are also aware that Clothing and Shoes stand for ⅓ of most frequently returned e-commerce products in 2020 (Source: Statista) and we want to do our best in preventing unreasonable returns and irresponsible shipping. We hope that our cancellation policy helps make our sale process fair towards you, but also towards our Planet that we all share.
3 - The unpredictable will happen, no matter what plans we all make, so we included some space for them in this cancellation policy. It is intended to resolve any doubts and clarify our terms and conditions for you.
We tried to anticipate your needs, answer all questions and plan accordingly, however if you feel that your problem isn’t resolved or covered in this document, let’s talk! Together, we will find a solution.
We believe that our product pages, Terms and Conditions, as well as this Cancellation Policy provide you with information which is accurate and detailed enough to allow you to make an informed choice, therefore we kindly ask you to read them carefully. We include all information such as product characteristics, price, payment and delivery conditions, our identity and contact details, as well as the duration of a contract and how to withdraw from it. We aim at writing our policies and documents in plain and clear language. If you have any doubts at any point of time, please contact us. We will be happy to assist you under this email address: firstname.lastname@example.org.
That’s all right! We’ve got your back. Legally, you have 14 days to reconsider your purchasing decision and withdraw. If you have come across a better deal in the meantime or have simply changed your mind about anything you bought with us online, you may always return our products within two weeks and ask for a refund, given that the product is returned in a resaleable state. In other words: you can only check the product after receiving it, not use it. In this section, you will find all details related to the return & refund process.
In order to start a return & refund process, you may electronically fill in and submit the withdrawal form at www.reloopwear.com under your profile section listing your purchased products. Once we receive your withdrawal, we will electronically confirm the receipt of it without delay.
If you choose to submit your withdrawal in a different form, please make sure it is in done in writing and kindly include the following details:
“To Reloop Wear, Fichtenstraße 9A, 87629, Füssen, Germany, email@example.com: I, [insert your name], hereby give notice, that I withdraw from my contract of sale of the following goods [insert name, size, colour and quantity of the goods you return], ordered on [insert the order date] and received on [insert the receipt date] at the address [insert your delivery address]. [insert your signature and date]”
Once you submit your withdrawal request, please pack the products carefully and ship them at our address:
Reloop Wear (Returns)
If you chose a reusable packaging for your delivery (i.e. RePack), you are obliged to return the packaging together with your return. If you decide to use the reusable packaging as the packaging for your return, please ensure you cover any shipping addresses other than the address specified in this Cancellation Policy.
Once we receive your package and evaluate the returned products, we will share with you electronically the decision on the refund and proceed with the further steps without a delay. You can rest assured that we will be in touch with you and inform you about the progress of your return and refund.
You have the right to cancel and return your online order within 14 days, for any reason and without a justification. Nevertheless, we have extended our return policy to 30 days for you, because we want you to be 100% happy with your purchase and make sure your products will be with you for a long time. This means that you have 30 days after receiving your item to eventually withdraw from the online purchase contract and request a refund without providing any justification for it.
If you have ordered multiple goods, as one order, that are arriving separately on different days, the period of withdrawal expires 30 days after the receipt of the final package. If this period expires on a Saturday, Sunday, or holiday, it will be extended until the following business day.
Please bear in mind that you should send back the products without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from the sale contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
As a rule, we accept all returns requested within the specified time period, however the return shipping cost is your responsibility to carry, unless stated differently in this document. Upon your request, we are happy to assist you with creating a return shipping label. In those cases the respective shipping cost, which can be found in our Shipping and Returns page, will be deducted from your final refund.
We are happily accepting return and refund of all new and re-loved products which you decided not to keep, as long as they are unworn, unused, unwashed, unaltered, free of any stains (i.e. make-up, deodorant, etc), fur or strong smells, not carrying any traces of wearing and having its original tags and packaging. You will also need the receipt or the proof of purchase. Only such products are eligible for a return. Please note that we carefully examine each product before shipping to ensure that it contains the correct items and is free from any abovementioned flaws. If we did make a mistake and shipped the wrong or damaged item, you are eligible for a free return shipping label.
To start a return, you can contact us at firstname.lastname@example.org or submit the return form available on your profile. If your return is accepted and is eligible for free shipping, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please note that returns will need to be sent to the following address:
Reloop Wear (Returns)
Eligibility for a free return shipping label is specified by the condition of the product listed above, as well as the country of shipping. You can find more details on receiving a free return shipping label under the Exchanges section. Items sent back to us without first requesting a return in writing and withdrawing from the sale contract prior to receiving the package will not be accepted, nor reimbursed. Please note that if your country of shipping is not Germany, shipping your goods may take longer than expected.
We trust you, as a customer and an honest human valuing fairness, and believe that you will not resort to any unfair consumer practices abusing your right to return the product purchased online. On that account, we have prepared a list of criteria for the products eligible for full refund in the section above. There are however certain situations, in which we can not accept your return claim, which we specified below.
For safety and hygienic reasons certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom made products (such as special orders or personalised items), personal care goods (such as beauty products), and products from the Underwear or Swimwear categories. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards purchased online.
Purchasing with an intent of bracketing, meaning purchasing the same product in multiple sizes or colours with an intent of returning the items which do not fit, is not a practice we endorse. We do our best to provide you with the right tools to support you in responsible decision making, help you choose the right size that will fit you and offer a free consultation in case of any doubts. The act of purchasing the same products either in multiple sizes and/or colours will be treated as a bracketing purchase, unless proven differently, and will be taken notice of internally for the future reference and respective precautions. You can of course still exercise your right to withdraw, which can be eligible for a full refund, given that all refund criteria are met.
Purchasing the product with an intent of wardrobing, meaning purchasing the product, using it and further on attempting to return it for a full refund, will not be tolerated and will result in refund refusal and reporting such action on the European Online Dispute Resolution platform and/or engaging with a respective dispute resolution body.
All new and re-loved products which carry traces of wearing, using, washing, altering, stains (i.e. make-up, deodorant, etc), fur or strong smells, or without their original tags and packaging will not be accepted for a full refund and such situations will be analysed on a case by case basis to find a mutually satisfying solution.
You can always contact us for any return questions at email@example.com and we will be more than happy to assist you.
Please inspect your order upon receipt and contact us immediately if there is any problem with the products you purchased online or the package they were shipped in. In particular, if the received products don’t do what was advertised, or aren’t fit for purpose, or don’t meet the quality you would expect from these types of goods, or are defective, or damaged, or if you received the wrong item, so that we may evaluate the issue and make it right.
If you discover any problem within the first six months of receiving the products, it is assumed that the problem existed when you received the goods, unless we can prove otherwise. Therefore, you have the right to have the goods repaired or replaced for free, or, if this turns out to be overly burdensome, to a price reduction or a refund. Regardless of the proposed solution, we will do our best to resolve the problem within a reasonable period of time.
Should the product require a repair after you received it, you should request a reasonable time period in which we should complete any repair work or deliver a new product that is free from defects. If we fail to meet such obligations within the negotiated and agreed period, you can request the purchase price be reduced or withdraw from the contract. The reasonable time period considered by us is no shorter than one month. You have the right to these same remedies should attempts to repair the product prove unsuccessful on two occasions.
If our products stop working within the first two years, but after the first six months of you receiving them, you still have the right to have the products repaired or replaced for free or, at least, to a price reduction or a refund, however you will need to prove that the problem existed when you received the goods.
If the products stop working properly or are different than advertised at the moment of purchase more than two years after you receive them, unfortunately you have no legal rights to have a free repair, replacement, or a partial/full refund. Nevertheless, we will do our best to help you. Simply contact us through our contact form.
All wear-and-tear issues will be raised and explained respectively with our suppliers and manufacturers. Please bear in mind that such cases might take longer to conclude as they are dependent on the third parties.
All re-loved items purchased online are also covered by a guarantee, unless they are bought from private individuals, however the guarantee period is shortened to one year only.
If you failed to pick up your package and it is therefore claimed as “not picked up by the recipient” and returned to us, you may request an additional delivery attempt, however the additional shipping costs will need to be covered by you. In case of such an event, please contact us and we will be happy to assist you.
Please ensure that all returned items are packaged securely as the responsibility of the damage while shipping lies on you. We reserve the right to deduct handling fees in the case of missing labels or dirty/damaged items or packaging. We recommend that you choose the shipping with a tracking number, insurance and a confirmation of receipt, as we bear no responsibility for lost and undelivered packages.
We truly believe in the quality and concept of our products, therefore we would like to encourage you to an exchange rather than a return of the product.
If your product is eligible for a full refund and you would like to return it to exchange, we offer an electronic voucher of a refund value and a free return shipping label. If you would like to exchange your product instead of returning it, please contact us at firstname.lastname@example.org.
If you would like to simply exchange the product, the fastest way to ensure you receive the product you want is to return the purchased item, and once your return is accepted, make a separate purchase for the new item.
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we accepted your return.
A full refund will include the purchase price of the product and any shipping charges you paid when you made your purchase. However, we may charge you delivery costs if you specifically requested non-standard delivery (such as express delivery) and cover only the least expensive shipping cost.
If you do not return all parts of your order, you will be reimbursed for the items you sent back plus a proportional delivery cost per each item, considering however many items were returned.
From time to time, we may offer bundles of products at a discount. If you purchase two or more items that are part of a bundle deal, you may receive a bundle discount on one or more of those items. If you return only the non-discounted bundle item, the discount on the discounted bundle item you decide to keep becomes invalid. In this case, you will be refunded only the amount up to the regular cost of the item you keep.
Please note that we may withhold reimbursement until we have received the goods back. We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 14 days after accepting your return. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you should not incur any fees as a result of such reimbursement.
If more than 15 business days have passed since we’ve approved your refund, please contact us at email@example.com. The delay in refunding might be caused by not receiving the package or lack of evidence that you returned the products. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
Please bear in mind that if the returned item does not meet the return & refund eligibility criteria, we will not be able to offer you a full refund and such situations will be analysed on a case by case basis in order to reach a consensus satisfying both sides.
If after 30 days after receiving your package you fail to prove that the product does not do what was advertised, isn’t fit for purpose, or doesn’t meet the quality you would expect from this type of goods, unfortunately we are not able to provide you with a full refund.
Please bear in mind that we will not cover the customs, duties or taxes costs related to your return shipping. For more information, please contact your local customs office.
We are proud of our circular philosophy and we do our best to avoid advertising false, inaccurate, or exaggerated claims about our environmental achievements or commitments. Such ‘greenwashing’ is a deceptive way of advertising and we say NO to it. If you consider you have experienced any form of greenwashing on our website, please report to us any misleading claims and demand appropriate remedies. We take it very seriously and appreciate you keeping us accountable.
If you have any questions related to this Cancellation Policy, please do not hesitate to contact us. We do our best to respond to you within 3 business days and find the best solution for you. Once again, thank you for choosing our products.
Contact us at firstname.lastname@example.org and we will be happy to findtogether a solution to your problems.