return
To initiate a return, please send us an email to service@thefeltstore.eu stating the reasons for the return and including the order number.
We will contact you immediately and give you return shipping instructions.
Customer service
1. Please direct inquiries or criticism to the following email address:
service@thefeltstore.eu
Reachable by phone at 0531/24284912 from:
Monday to Friday from 7:45 a.m. to 4:30 p.m
Address:
The Felt Store Europe GmbH
Fallersleber Tor Wall 7-9
38100 Braunschweig
2. Your inquiry 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 Section 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 so that queries and complaints can be processed quickly.
Return period:
Returns must be received within 30 days of receipt of the 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 receiving the goods without giving reasons. 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 (BGB) states that consumers are liable for a reduction in the value of the goods that is due to an examination of the properties and functionality of the goods other than the necessary one. As a rule, the goods may only be used for a test that would also be possible in a stationary store.
Return costs:
We do not cover or reimburse shipping costs for returns.
associated legal basis:
According to Section 357 Paragraph 2 of the German Civil Code (BGB), the consumer bears the costs of returning the goods unless the retailer has expressly agreed to cover these costs.
Refund:
As soon as we have received and checked your returned goods, we will refund you the purchase price, less shipping costs, to the original method of payment within 14 working days.
Refunds are typically made within 3-7 business days.
associated legal basis:
According to Section 357 Paragraph 3 of the German Civil Code (BGB), the retailer must reimburse the consumer the purchase price as soon as he has received the goods and checked that they are in perfect condition.
Exceptions:
Custom-made or personalized products are not returnable.
associated legal basis:
There are various exceptions to the right of withdrawal, which are listed in Section 312g of the German Civil Code (BGB). For example, there is no right of withdrawal for products that were made to the consumer's specifications or that are not suitable for return due to their nature.
We hope that this return policy gives you a clear idea of what you can expect from us if you wish 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