To initiate a return, please email us at stating the reasons for the return and providing the order number.
We will get back to you promptly with return shipping instructions.

customer service
1. Please send inquiries or criticism to the following email address:

Can be reached by phone at 0531/24284911 from:
Monday to Friday from 9.00 a.m. to 4.30 p.m

The Felt Store Europe GmbH
Fallersleber Gate Wall 7-9
38100 Brunswick

2. Your request will usually be answered within 24 hours on weekdays
3. General questions are answered on our FAQ (Frequently Asked Questions) page

associated legal basis:
According to § 312d paragraph 1 BGB, online retailers must provide the consumer with clear and understandable information before the purchase contract is concluded. This also includes providing contact details for customer service in order to be able to process queries and complaints quickly.

Return period:
Returns must be received by us within 30 days of receipt of goods . We do not accept returns after this period.

associated legal basis:
According to § 355 BGB, consumers in Germany have a right of withdrawal, which allows them to withdraw from the purchase within 14 days of receipt of the goods without giving a reason. However, some retailers may voluntarily offer a longer return period, such as 30 days in this case.

Condition of goods:
We only accept unused, undamaged and clean goods returned in their original packaging.
If the goods are not returned in their original condition, we reserve the right to refuse the return or charge a reasonable fee to restore the product.

associated legal basis:
Section 357 paragraph 7 of the German Civil Code states that consumers are liable for any reduction in the value of the goods which is attributable to a test other than the necessary examination of the properties and functioning of the goods. As a rule, the goods may only be used for an inspection, which would also be possible in a stationary shop.

Return costs:
We do not bear and refund shipping costs for returns.

associated legal basis:
According to § 357 paragraph 2 BGB, the consumer bears the costs for the return, unless the trader has expressly agreed to bear these costs.

Once we have received and inspected your returned item, we will refund the purchase price, less shipping costs, to the original form of payment within 14 working days.
Refunds are usually made within 3-7 business days.

associated legal basis:
Pursuant to Section 357(3) of the German Civil Code, the trader must reimburse the consumer the purchase price as soon as he has received the goods and verified that they are in perfect condition.

Custom-made or personalized products cannot be returned.

associated legal basis:
There are various exceptions to the right of withdrawal, which are listed in § 312g BGB. For example, there is no right of withdrawal for products that have been manufactured according to the consumer's specifications or which, due to their nature, are not suitable for return.

We hope this return policy gives you a clear idea of ​​what to expect from us if you decide to make a return. If you have any further questions, please do not hesitate to contact us. We are always ready to help you.

Best regards,
The Felt Store Europe GmbH