Your satisfaction
is important to us!

Should you not be completely satisfied with your purchase, you may of course return it within  14 days of receipt.

In order to ensure a smooth return process, please follow the steps below:

1 

Do you have a customer account in our online shop?
Simply sign in to your account using your access data and select the option ‘Register return’ in the ‘My orders’ section.  


Or did you order as a guest?

Then please send us a mail to  returns@merzbschwanen.com. 
We will deal with your request   .  

2

Let us know which article you wish to return.

Ideally, please also tell us the reason for the return.

In this way, we are able to continually improve our service and to offer even better products.


Would you like an exchange or refund?

EXCHANGE:

If you would like an exchange, we recommend that you place a new order in our online shop.   In this way, we can accelerate our process and you will receive your new favorite item more quickly.

REFUND:

Let us know if you would like a refund.   We will refund the correct amount as soon as we receive your returned item. We will return the amount the same of payment like recieved. Please note that we do not bear the cost of the return shipment and that the postage costs are not included in the refund.  PayPal customers can receive a reimbursement of the return shipment costs. Activate this service here: www.paypal.com/returns

3

Return the goods into the package, unworn and in the original packaging, along with the completed returns form.

Let us know the order number.

4  

Please send your package directly to our warehouse using the service of your choice.

Return address:

Merz b. Schwanen

Warehouse

Borsigstr. 7

72461 Albstadt - Germany

Well done!


Here are some more info:

We do our best to process your return as quickly as possible.

Please understand that this may take 5-10 working days after receipt in our warehouse. Shipments which have not been registered in advance may take longer to process.

Should an error occur when we send the goods and you do not receive what you ordered, then we will, of course, bear the costs of the return shipment.

Please let us know in advance so that we can arrange the return.

Thank you

Cancellation Policy & Cancellation Form

Consumers have the right of withdrawal in accordance with the following provisions, whereby a consumer is any natural person who concludes a legal transaction for a purpose which can be attributed neither to their commercial nor to their independent professional occupation:

A. CANCELLATION POLICY
Right of withdrawal

You are legally entitled to cancel this contract within fourteen days, without giving any reason. The cancellation period is fourteen days from the day on which you, or a third party named by you, who is not the carrier, took possession of the final goods.

In order to exercise your right of withdrawal, you must contact us (Merz b. Schwanen, Owner Peter Plotnicki, Rosenthaler Str. 34/35, 10178 Berlin, Germany, Tel.   030-44318998-0  ,   www.merzbschwanen.com  )  by means of a clear statement (e.g. a letter sent by post or email) of your decision to withdraw from this contract. You may use the attached sample cancellation form for this purpose but this is not mandatory.

In order to meet the cancellation deadline, it is sufficient that you send your notification of exercising your right of cancellation before the cancellation period has expired.

Consequences of the withdrawal

If you withdraw from this contract, all payments that we have received from you, including delivery costs (with the exception of any additional costs that may result from the fact that you chose a different type of delivery than the cheapest standard delivery we offer), must be repaid immediately and within fourteen days at the latest from the day on which we received notification of your cancellation of this contract.

For this repayment, we will use the same means of payment that you used for the original transaction, unless a different method has been expressly agreed with you.   Under no circumstances will you be charged any fees for this repayment. We can refuse repayment until we have received the goods or until you have provided evidence that you have returned the goods, whichever occurs sooner.

You must return or hand over the goods to us immediately and definitely no later than fourteen days from the day on which you informed us of the cancellation of this contract. The deadline will have been met if you send the goods back before the period of fourteen days has expired.

We do not bear the cost of returning the goods. You are not liable for any decrease in value of the goods, unless this loss in value results from your handling of the goods other than that which is necessary to ascertain the condition, properties and functionality of the goods. 

Exclusion or premature expiry of the right of withdrawal

The right of withdrawal expires prematurely in the case of contracts for the delivery of sealed goods that are unsuitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery.

General information

1. Please avoid damaging and contaminating the goods. Please send the goods back to us in their original packaging with all accessories and all packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to provide adequate protection against damage in transit.

2. Please do not send the goods back to us freight collect.

3. Please note that the aforementioned numbers 1-2 are not a prerequisite for the effective exercise of the right of withdrawal.

 

B. NOTICE OF REVOCATION IN WRITING OR BY TELEPHONE

Should you wish to cancel the contract, please write an email to shop@merzbschwanen.com or call 030-44318998-13 and return the goods to:

Merz b. Schwanen

Warehouse

Borsigstr. 7

72461 Albstadt - Germany

Thank you for your cooperation!

DO YOU HAVE ANY QUESTIONS?

Please write to us at:  returns@merzbschwanen.com

For further information, please read our privacy statement. 

We appreciate your cooperation – thank you!