Returns

 

How can I return an item?

We offer free, insured return of products. The cancellation period is 30 days after receipt of the product. The return slip must be requested via email (service@lilienthal.berlin) and must include either the order, delivery, or invoice number. You will then receive an email containing a link to print out the return label. Simply attach the return label to the package and return it to us free of charge via Deutsche Post (DHL). If you have not received a return label, please check your spam folder and make sure that the email address you have provided when placing your order is correct. Please also include a note indicating the order, delivery, or invoice number when returning your product. If you have not already notified us of the return in advance via email, please include the cancellation form within the return package. In the case of direct debit, credit card, PayPal, instant transfer (Sofortüberweisung), or Giropay payment methods, the purchase amount for the returned item will be automatically reimbursed to the relevant payment account. In the case of pre-payment method, we will need your bank details in order to reimburse the amount directly to your account.

 

How is an item exchanged in the case of a defect or incorrect order?

Please take note of the process described above regarding returns. Briefly tell us the reason for your complaint via email (service@lilienthal.berlin) or in a letter, and let us know if you would like to exchange the item or be reimbursed. To ensure a fast exchange of your item, we recommend placing a new order (subject to availability) through our online shop using an instant payment method, such as credit card, PayPal, instant transfer (Sofortüberweisung), or Giropay. In this case, when returning the product, please include a note indicating that you require a reimbursement, rather than an exchange. Your new order and your return will then be recorded and handled as two separate processes. Please note that the purchase amount for the returned item will be reimbursed to the corresponding payment account. Unfortunately in this case, settlements will not be accepted, the two processes will be regarded as separate purchases.

 

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