How can we help?

For orders placed on or after 24 July 2025, returns will be handled by our new carrier Mondial Relay. 

• Please click on the ‘Track your parcel’ link that you will find in the ‘Pick up your parcel’ email that you will have received after signing the DPA at the Point Relais® | Lockers. This email will act as proof of delivery. 
• OR Click here to track your return with Mondial Relay. You will need to enter the 8-digit shipping number that was sent to you in your ‘Pick up your parcel’ email. 
• Or download the free Mondial Relay application for simplified tracking:  
  • Track your parcels in real time: Enter your shipment number to track each stage of your delivery.  
  • Rename your parcels: Give your shipments a personalised name (e.g. ‘Gift for Mum’) to make them easier to find.  
  • Receive real-time notifications: Be informed every time there's an update (pick-up, delivery in progress, parcel arrived).  
  • Quick access to the nearest Points Relais® and Lockers to pick up or drop off your parcels.  

⚠️ In light of the many fraudulent text messages and emails currently circulating, we recommend that you download the Mondial Relay application and accept the notifications. This will ensure that you have access to all the information relating to your parcels on the app and that you receive notifications from Mondial Relay. ⚠️ 

Your return will first be sent to the Mondial Relay distribution centre in Réau, then delivered to our warehouse in Germany.

*Please note that there will be no tracking between the Mondial Relay distribution centre in Réau and our warehouse in Germany. This transfer may take about 3 days or more.*

*If the status of your returned parcel shows “Delivered,” it means it has arrived at the Mondial Relay distribution centre in Réau. Please allow about 3 days or more for the parcel to reach our warehouse in Germany.*

Once your return is received at our warehouse in Germany, your refund will be processed within 14 calendar days after receipt.

You will receive a refund confirmation email once it has been completed. The refund will be processed and completed within 3 to 7 business days, depending on your bank or credit card company’s procedures.

• If you paid by credit/debit card, allow 3 to 5 business days from the receipt of the confirmation email.

• If you used PayPal, allow up to 24 hours for the funds to appear in your account.

※Please make sure to keep your proof of return. It is essential for our customer service team to track your return.