Question 1

How long does it usually take for the reimbursement to take place?

Accepted Answer

As soon as the return package has arrived and has been examined by us, we'll initiate the reimbursement process within 14 days via the respective payment method.

Question 2

Is a direct replacement of the returned item possible?

Accepted Answer

Unfortunately, a direct exchange of the returned item is not possible. After the package has been returned and checked, the respective credit will be transferred via the chosen method of payment. Afterwards, you can simply order the item again.

Question 3

How can I return my order?

Accepted Answer

We include all the necessary returns documents in each package. Use the returns label and the returns document in order to return an item.

In some cases, your order could be shipped in several packages. When returning items, make sure to only include items that are listed on the delivery document. Otherwise, both the allocation and the reimbursement of your return could require an additional amount of time. Returning more than one package does not incur additional charges for you.

This is how it goes:

1. Make sure to place the item with its original packaging in the package.

2. Include the returns document in the package.

3. Stick the returns label on the sealed package.

4. All you have to do now is to drop off the package at your closest Hermes or DHL Shop.

If we forgot to include the returns document or label, you've lost them, or they've been damaged, you can simply download new returns documents and a QR Code from your customer account:

1. Log onto en.aboutyou.de using your email address and password.
2. Click on the account icon in the header on our webpage.
3. Select »Your orders«.
4. Click on the order that you would like to return and select »Return order«.
5. Select the respective items you'd like to return and click »Generate return«.
6. See both PDF files for the return receipt and the QR Code. Download them and drop off the package at the nearest Hermes or DHL location. The QR code will show you which carrier to use.

In case you are having technical issues, or you need any further help with the process, feel free to contact our customer service.

After the returned items have been checked, the total amount will be reimbursed to you through the same payment method that you used for the purchase.

Make sure to return the items to us in the condition in which you received them. Damaged items cannot be returned.

Question 4

How returns with the Hermes returns bag work

Accepted Answer

What is the Hermes returns bag?

You can request the Hermes returns bag directly from the Hermes ParcelShop, then pack it, close it with the self-adhesive seal and label it with the return label. You can use the Hermes returns bag for all returns if the original shipping packaging is too large (e.g. because only one or a few items from a larger delivery are to be returned), broken or no longer available. This service is free of charge for you.

How does the returns process with the Hermes returns bag work?

The service is as simple as this:

1. Take the item (including retail packaging), the returns note, and the returns label to a Hermes ParcelShop of your choice.

2. Here you will receive the free Hermes returns bag. Place the item including the retail packaging and return label inside, close the Hermes returns bag with the self-adhesive seal, stick on the return label (which is enclosed with your original parcel), and hand it over to the Hermes ParcelShop operator.

3. Done! You will receive your returns receipt as usual and the return will be sent back to us.

What do you need to consider?

Dimensions: In the Hermes returns bag, items with minimum dimensions of 15 × 10 × 2 cm and maximum dimensions of 30 × 20 × 10 cm can be sent.

Weight: The weight of the items may be between 0.2 kg and 1.5 kg.

Availability: The Hermes returns bag is available to you free of charge in all 16,500 Hermes ParcelShops.

Important: If you have received our items in retail packaging (i.e. in the item's outer packaging), they must also be returned in this packaging. It is not permitted to send pointed, sharp-edged and/or fragile items or liquids in the Hermes returns bag.

Question 5

Do I get a refund of shipping costs when I return my order?

Accepted Answer

You get a full refund of your order, including the shipping costs, when you return the entire order.

Question 6

Is your return not shown in the order overview?

Accepted Answer

After you have dropped off your return, you can view the status of your return in the order overview page. Please note that it may take some time before we can provide this return status.

However, in exceptional cases, it may happen that we do not have access to the tracking data of your return, so we can not give you any information on it:

1. If you have not used the return label from the parcel but used a self-generated label from the account area or a label generated from our customer service.
2. For some items we have a few trusted partners that deliver for us. If your shipment was sent via one of these, we do not have access to the return status.
3. If you have received your order via carrier X and dropped it off via a different carrier. (e.g. you have received your package via DHL and dropped it off via Hermes).

Question 7

What happens to my returns after I send them back to you?

Accepted Answer

After you've packaged up your return in its original packaging and have handed it over to your nearest DHL or Hermes Shop, it goes on a journey to our returns warehouse.

The process once it arrives goes like this:

1. Returns are first unpacked and inspected, and your refund is automatically triggered,
2. Anything that needs fixing or cleaning is done onsite,
3. Lastly, items are packaged up again to be resold.

For any products that are too damaged to be resold, these items are then passed onto our partners to be recycled. We care about our planet and our part in it.

Question 8

When and how will I receive my refund?

Accepted Answer

You will receive your refund within 14 days after your return parcel is successfully received and processed in our return warehouse. As a general rule, your refund will always be processed back to the exact payment method you originally used to complete your payment. Depending on your financial institution, it may take a few additional business days to officially show up on your statement.

Please note:

Split Shipments: If your order contained items shipped by us as well as items fulfilled directly by our marketplace partners, your package return items may be checked separately, and you will receive individual refunds at different times.

Question 9

What can I do if my item has been damaged during the shipping process?

Accepted Answer

In case an item that has been delivered by us does not match your expectation in any way, you can return it free of charge by using the return slip, stating the reason for return. All relevant information concerning returns can be found under »How do I send a return?«.

Question 10

Where can I drop off my return package?

Accepted Answer

A return can be dropped off at any Hermes Paketshop as well as at DHL branches. For returns that have been sent directly from our partners, please use the correct label to send it back with Hermes or DHL.

Question 11

How can I make a complaint about an item?

Accepted Answer

A statutory warranty period of 2 years applies to all items you purchase from us. If you choose a repair under the warranty, the original limitation period for claims due to a defect is extended once by an additional 12 months.

Should you notice a defect in your item within the warranty period, please contact our customer service. In this case, please provide us directly with your order number and the item number, as well as a short description of the problem and, if possible, a photo.

Please note that the warranty does not cover normal signs of wear and tear or damage caused by improper handling.

To return an item under the warranty, please use the return slip and note the reason for the claim on it so that we can process your request as quickly as possible. Returning the item is, of course, free of charge for you. As soon as the item arrives, it will be inspected by us. This can generally take up to 6 weeks. If cure is impossible or disproportionate, we will of course refund the purchase price to you If the item does not meet the warranty conditions, your claim will be rejected and the item will be sent back to you free of charge.

Question 12

Do I have to pay for a return?

Accepted Answer

The postage for the return is taken care of by us.

Question 13

How much time do I have to return items?

Accepted Answer

You have a total of 30 days to return your items after receiving them.

For items out of the Categorie Second Love you have a total of 14 days to return your items after receiving them.

More information regarding the right of cancellation at ABOUT YOU can be found in our terms and conditions.

Question 14

I don't have the returns label anymore. How do I get a new one?

Accepted Answer

In that case, you can simply download and print the necessary documents through your customer account:

1. Log onto en.aboutyou.de using your email address and password.
2. Click on the account icon in the upper section of the page.
3. Select »Your orders«.
4. Click on the order that you would like to return and select »Return order«.
5. Select the respective items you'd like to return and click »Generate return«.
6. See both PDF files for the returns receipt and the returns label. Download and print them.

In case you are not able to download new versions, or you need any further help with the process, feel free to contact our customer service.

If you orderes as Guest and therefore don't have an account, or you may have other questions feel free to contact our customer service. You can do it by Email customerservice@aboutyou.de or Phone 0800 / 58 95 122. For phone calls out of Germany additional costs might apply.

After the returned items have been checked, the total amount will be reimbursed to you through the same payment method that you used for the purchase.

Question 15

Do I receive a confirmation email when my return package has arrived?

Accepted Answer

Yes. You will receive a confirmation email from us once we have received your return package.

Question 16

I paid, but I still see an open balance. Why?

Accepted Answer

It typically takes 3 to 5 business days for manual bank transfers or digital bank clearances to be completely processed and matched with your order in our system. If you used an incorrect reference number or paid close to the weekend, it might take a bit longer. You will automatically receive a confirmation email once the open balance updates.

Question 17

What should I do if I receive a payment reminder?

Accepted Answer

If you have not paid for your order yet, please follow the payment instructions provided in the reminder email to settle the balance. If you made your payment less than 5 days ago, please allow 5 working days for our system to register it. If you sent a return parcel back recently, please note it can take up to 14 days for it to be received and processed by our warehouse

Did you already pay or return your order? Skip the queue and let our 24/7 chatbot take care of this reminder right away.

Question 18

What happens to my invoice if I return an item?

Accepted Answer

Once our return center receives and inspects your package, your open balance will automatically adjust. You only need to pay for the items you keep. If you have already overpaid your invoice before making the return, the overpaid balance will be refunded directly back to your original payment method.

Question 19

How will I be reimbursed?

Accepted Answer

You will be refunded through the same payment method you chose for the purchase. In case of a card payment, we will refund the amount to your card account. For payment via PayPal, the refund will be made to your Pay Pal account.

Question 20

Which address should I send the return package to?

Accepted Answer

The return shipping address is already printed on the return label, which is included in every order package. In the event there is no return label, simply log into your customer account at en.aboutyou.de in order to generate the necessary return document and return label for your order. Please include the return document with the items you'd like to send back, and stick the return label on the outside of the package. All returns can be dropped off free of charge at Hermes or DHL shops.

Return & Refund

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