Returns - Frequently Asked Questions
We want to make it easy for you to return items, whether you shopped in-store or in our online store. Below, you'll find answers to the most common questions about how to proceed with a return.
How do I return items purchased in-store?
Items purchased in one of our physical stores can only be returned in-store. To complete a return, please bring:
The product in the same condition as at the time of purchase.
The original receipt as proof of purchase.
Refunds will be processed directly via the payment method you used at the time of purchase. This means that if you paid with a debit or credit card, the refund must be made to the same card used for the purchase.
How do I return items purchased online?
You have 14 days to return items purchased online from the date you received your order (members have 30 days). Follow these steps to complete your return:
Fill out the return form:
Enter the item number and the reason for the return.
After registration, you will receive a return shipping label via email.
Package the items carefully to prevent damage during transit.
Attach the return shipping label to the package and drop it off at your nearest Schenker service point.
For deliveries sent to a service point, private customers can also return items in-store. If your order was delivered to your home, please contact our customer service to arrange a return for home-delivered items.
What if I have multiple packages to return?
If you received multiple packages from your order and need to return them, please contact our customer service to obtain additional return shipping labels. Each parcel must be marked with a separate shipping label and returned according to the instructions.
How do I return a home delivery?
Register your return via our return form, and contact our customer service for instructions on how to proceed. Larger or bulky items, such as furniture, may require a special pickup arrangement with the shipping company. Please ensure the item is in its original condition and properly packaged to prevent damage during transport.
How long does the refund process take?
Once we have received and approved your return, the refund will be processed within 14 days via the payment method used at the time of purchase.