Returns, exchanges & product claims
Need tips on how to make your return, exchange, or product claim? We’ll help you 😇
Extended returns until 01/31/2026
A helping hand if the product isn’t right for you
What happens after you receive your order is as important to us as before it’s finalized. See here for information on how to make a return, an exchange, or a product claim. And of course, we always offer a 30-day return and exchange policy, calculated from the day you receive your order. Return shipping is free, but please note that export fees may apply.
1. Register your return
Register your return or your size exchange in our digital return checkout.
2. Package the goods
Return from the US
Place the product you wish to return in a bag and place the pre-paid return label onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label.
Please note:
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A Commercial Invoice is required only if a parcel originally shipped from an EU country is being returned to the EU (i.e. crosses customs borders again). ups.com+2proshipinc.com+2
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If your order was shipped within the USA and is being returned within the USA, no Commercial Invoice is needed.
Import duties and taxes paid to U.S. Customs are non‑refundable. For any questions about possible refunds or reclaiming charges, please contact U.S. Customs.
Return from Japan, South Korea, South Africa, New Zealand & Australia
Place the product you wish to return in a bag and place the pre-paid return label onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label. The commercial invoice must be placed in a plastic pouch onto the package.
3. Drop-off return
Return from the US
Drop off your package at the nearest UPS service point and keep the receipt or drop-off confirmation. Please note that return freight is free and insured, but export fees may apply. If you have any questions, please contact us
Please note:
- The return label is addressed to Germany: a commercial invoice is required. If no copy was included with your order, please reach out to customer service.
- The return label is addressed within the US: no commercial invoice required.
Return from Japan, South Korea, South Africa, New Zealand & Australia
Drop off your package at the nearest UPS service point and keep the receipt or drop-off confirmation. Please note that return freight is free and insured, but export fees may apply. If you have any questions, please contact us.
Handling time is approximately 14 days. Depending on the type of payment chosen during your purchase, the handling time may vary.
Note: A commercial invoice is required for all packages being returned from outside of Europe to Europe and must be handed over to the carrier along with your return parcel; one copy can be found among the return documents that were included in the parcel you received. If that is not the case, please contact our customer service team.
Fill in the total amount of the return (i.e., all amounts from the price column added) on the commercial invoice; make sure to sign the document and cross out the items that are not being returned. Attach the commercial invoice on the outside of the package.
