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How can I return goods to Afew?

Updated

Right of withdrawal

  • If you are not happy with your order you can return it.
  • The right of withdrawal for online orders is 14 days. That means you can return your order within 14 days after receiving the package.
  • Goods purchased in the store in Düsseldorf have a 14-day right of return as well.
  • For further information, please refer to our cancellation policy.

Exchange of goods in original condition only

Please make sure that you return your order (item & packaging) to us in its original condition, undamaged and unworn. Please note the following regulations:

  • Hygiene items are excluded from return!
  • Items that are not in their original condition (worn, signs of use, defective) and can therefore no longer be sold by us as new will not be accepted. We reserve the right to send the order back to you and not to refund the purchase price.
  • Please always send returns double-boxed. This is not a mandatory requirement for the effective exercise of the right of withdrawal, but is our recommendation.

Important: You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.

How does the return process work in the Düsseldorf store?

Returning items in the store that you also bought in the store (Oststraße 36 / Düsseldorf)

  • Items that you buy in our store in Düsseldorf can be returned to our store within 14 days.
  • Please note: Return only on presentation of the proof of purchase in exchange for a voucher or other goods. A refund of the purchase amount is excluded.

Returning items in the store that you have purchased in the online store

  • You can also return items that you have purchased in our online store to our Düsseldorf store.
  • Please note, however, that you will not receive a refund or other goods on site, but the return will only be forwarded to our central warehouse for further processing.
  • We do not charge a return fee for online store returns that are returned to the store.

How do I return my online order?

Process for returns outside of Germany (International orders)

  1. In your order you will find a return form in the package. Fill it out and enclose it with the return.
  2. Go to your local post office and send the package to us:

    AFEW GmbH
    Halle B30 (Tor 22-25)
    Königsberger Strasse 100
    40231 Düsseldorf
    Germany
  3. Please note that you have to bear the individual costs of the return. The costs may vary depending on the country of dispatch and must, for this reason, be borne by you.
  4. As soon as we receive the return it will be checked by us and we will refund the purchase price.
    (This process can take up to 14 working days after arrival.)

Process for returns within Germany

  1. Within Germany, you may generate a DHL return label. You have two options:
    • Log into your personal AFEW STORE customer account and, under “Orders,” select the order you wish to return.
    • If you have not yet created a customer account, you may generate the return label directly via the carrier:
  2. You can then request your DHL return and generate both the return label and a QR code. You may either print the label yourself and affix it to the shipping carton, or save the QR code to your smartphone and have the label printed at a DHL branch.
  3. Your order includes a return form. Please complete this form and enclose it with your return shipment.
  4. Drop off the parcel at DHL and send it back to us.
  5. Once the return has been received by us, it will be inspected and we will refund the purchase price.
    (This process may take up to 14 business days from the date of receipt.)
  6. Please note: For the return shipment, we charge return costs of €2.95. These will be deducted directly from the purchase price to be refunded.

If you do not wish to return your parcel via DHL, please email us at service@afew-store.com with your return request. We will review within 2 days whether a return shipment with an alternative carrier is possible.

Why do we charge return shipping costs for returns within Germany?

We charge return shipping costs for two reasons:

  1. As the number of returns has risen sharply in recent years, we want to prevent unnecessary returns by encouraging more thoughtful ordering behavior, thereby keeping our carbon footprint as low as possible.
  2. We want to offer our community the best possible prices, and to do so, it is important to keep the incidental costs incurred by orders and returns as low as possible. That is why we have decided to charge return shipping costs rather than adding a general surcharge to our sales prices!

Returnform

To assure quick execution, please fill out the return form and put it into the package. You will find it inside your order and also can download it here. This is a recommendation and not a mandatory requirement for the effective exercise of the right of withdrawal.

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