Refund policy
RETURNS
Every return pollutes the environment which is why we kindly ask you to choose your items carefully. In order to pursue our aim to avoid incorrect orders and unnecessary return shippings feel free to contact us if you have any questions before placing an order: shop@viktorialorenz.com
You have the right to withdraw from your purchase within 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange and the item will be sent back to you.
To be eligible for a return, your item must be unused, undamaged and therefore in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
In order to exercise your right of withdrawal, you must inform us (Viktoria Lorenz, Langgasse 38-40, 65183 Wiesbaden, Tel: +49 151 230 48974, E-Mail: shop@viktorialorenz.com) by means of clear statement (e. g. a letter sent by post or E-Mail) about your decision to withdraw from this contract. This should contain the information as shown in the following sample cancellation form:
At:
VIKTORIA LORENZ
Anna Viktoria Lorenz
Langgasse 38-40
65183 Wiesbaden
Tel.: +49 151 230 48974
Email: shop@viktorialorenz.com
I/we(*) hereby revoke the contract concluded by me/us(*) for the purchase of the following goods(*)/the provision of the following service(*)
Ordered on(*)
Received at(*)
Name of the consumer(s)
Address of the consumer(s)
Signature of the consumer(s) (only for paper notification)
Date
—————————————
(*) Delete what is not applicable.
REFUNDS
In order to return an item you have to inform us about your decision to cancel the contract via E-Mail (shop@viktorialorenz.com) with a clear statement and provide us with your order number and reason for your return as shown above. Items sent back to us without first requesting a return will not be accepted.
When returning an item, make sure it is unused, undamaged and in its original condition. If this is not the case we cannot grant you a refund.
Once your return is received and inspected, we will send you an E-Mail to notify you that we have received your returned item. We will also let you know if the refund was approved or not. If the return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@viktorialorenz.com.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
In order to meet the cancellation period, it is sufficient that you send the notification of your exercise of the right of cancellation before the cancellation period expires. In the unlikely event that an item is returned to us in an unsuitable condition or outside the 14 day return policy, we reserve the right not to issue you a refund. If you would like this sent back to you, we can request that you pay the shipping costs.
SHIPPING
Returns will need to be sent to the following address:
Viktoria Lorenz
Langgasse 38-40
65183 Wiesbaden
Deutschland
Without prejudice to your legal rights, we provide you with free return labels for your return within Germany. We will send you an E-Mail with a return label. You can then hand in the return in a parcel shop of the respective provider in Germany.
Please ensure that the products are in the same condition as you received them, otherwise we cannot accept your return or issue a refund.
Pack the items and stick the DHL return label on the package and make sure that old labels are removed.
Please note that OUTSIDE OF GERMANY shipping costs, duties, taxes and fees paid by you for the delivery of the purchased items will not be refunded. You will therefore be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We are not responsible for stolen or lost items and shipping damages. In order to avoid these issues we recommend using a trackable shipping service. We don’t guarantee that we will receive your returned item. Please ensure that your parcel is insured and that the order confirmation received by E-Mail is enclosed as well. Non-identifiable returns will be returned to the sender and will not be refunded.
Additionally, it is recommended to keep the receipt of the shipping service until you receive your refund. We can refuse to give you a refund until we receive and inspect the items.
You can always contact us for any return question at shop@viktorialorenz.com.