Why is my refund incomplete?

There are several possible reasons for an incomplete refund. Here are the most common ones:

Return shipped in multiple packages If your return arrives in multiple packages, each package is reviewed individually by our warehouse team before the refund is released. Refunds are therefore processed in stages. Please note that the refund process can take up to 8 business days per package.

Deduction of a return shipping fee For returns submitted within the return window, we refund the purchase price of the returned items. If you used our return label, a return shipping fee may be deducted from the refund amount. The fee depends on your delivery country and our current return shipping policy.

Returns from Switzerland For returns from Switzerland, the original shipping costs are retained. In addition, a flat return shipping fee will be deducted from the refund amount if our return label was used.

Discount conditions no longer met If a discount code was applied to your order that was subject to conditions (e.g. a minimum number of items), a partial return may mean those conditions are no longer met. In this case, the discount will be recalculated proportionally.

If you are unsure which of the above applies to your refund or need further assistance, please contact the Customer Care Team:

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