Returns & Withdrawal
Want to send something back or withdraw from your purchase? Note: a return and a withdrawal are not the same thing, neither legally nor in our process. Take a quick look at the two options below and exactly what you want will happen.
Send the product back
Want to stop the shipment? Then you are in the wrong place. That is handled by our order team: change or cancel an order. Already received the product? Then you can return it within 30 days. Here is how to register a return:
- 1 Fill in the form with your email address and order number. The number starts with AS.
- 2 Start the return process and select the items that are going back.
- 3 Your QR code appears instantly in the portal and by email. No printer needed: show it at the drop-off point and hand in the parcel.
- 4 Refund to your original payment method as soon as the goods have reached us.
Withdraw from the contract
The statutory right of withdrawal is not the same as a return. It is the right to cancel the purchase contract as a whole. It does not stop a shipment, does not give you a return label and does not trigger a refund.
- 1 Declare your withdrawal with your order number.
- 2 Confirmation arrives in the portal.
- 3 Send the goods back, the refund follows once they arrive. (By starting the return)
What returning costs
From Germany: You create the return label via our returns platform for €3.90.
From abroad: You cover the return shipping yourself, €7.90.
There is no additional handling fee. The flat fee covers part of the logistics and processing costs.
Frequently asked questions
How long can I send something back?
30 days from receipt, without giving a reason — that is our 100 % money-back guarantee.
Where do I find my order number?
In the order confirmation you received by email. It starts with AS.
I ordered via Amazon — does this work here too?
No. We cannot process marketplace orders here; in that case please contact the respective marketplace directly.
What is the difference between a return and a withdrawal?
The return is our voluntary guarantee. The withdrawal is your statutory right to cancel the purchase contract — the conditions are set out in the withdrawal policy.
