Returns

Frequently asked questions about returns, refunds and exchanges.

How can I return items?

  • Please include a note with your order details and the reason for the return, or the completed returns form, in your parcel
  • Create a shipping label with your chosen shipping service. Enter the following as the recipient:

    yvolve GmbH
    Returns Service
    Schwanenborg 9
    49835 Wietmarschen-Lohne.
  • Send the item back within the 30-day period.

Which items can I return?

  • Items purchased no more than 30 days ago
  • Items in unused and resalable condition
  • Items in their original packaging with intact labels
  • Items whose seal is undamaged

Which items can I not return?

  • Items purchased more than 30 days ago
  • Items in used and non-resalable condition
  • Items without their original packaging or with labels that have been removed or damaged
  • Gift vouchers
  • Donated items
  • Items that have been removed from their sealed packaging

Items in your order are faulty or the parcel was damaged on delivery?

If an item in your order is faulty or the parcel was damaged upon delivery, please contact our customer service within 7 days of the delivery date.

Is an item in your order broken?

We will, of course, exchange defective or broken items free of charge. Please contact customer service. To ensure prompt processing, please attach a photo of the defect directly to the email and return the defective item to us. An exchange is only possible once the item has been received by us and checked accordingly.

Can items be exchanged?

Exchanges are only possible for limited-edition items and only if the item you wish to exchange for is still in stock.

In all other cases, we will refund the amount for your returned item and ask you to reorder the item you wish to purchase.

What refund options are available?

We offer the following refund options:

  • Refund of the amount to the original payment method
  • Refund of the amount as a voucher

How quickly will I receive a refund?

As soon as your returned items have been received and checked, you will be notified by email. You will also be informed whether your refund request has been approved or declined. If the request is approved, the refund will be processed within 5–10 working days.

How quickly will my return be processed?

Please note that processing may be delayed during busy periods.
We will normally inform you within 10 working days of the status of your return.

Has your parcel not arrived and been returned to us?

If an order is returned to us for reasons such as non-collection, an incorrect or incomplete address, or postal non-deliverability (e.g. recipient cannot be located), the order amount will be automatically refunded upon receipt by us. In this case, no further delivery will be attempted.
Please note: The original delivery charges will not be refunded in such cases.

We recommend that you keep an eye on the tracking information, as the post office or parcel service does not always leave a notification in your letterbox if the parcel is, for example, ready for collection at a branch.

Was your question not answered?

If you have any questions regarding returns, refunds or exchanges, please contact our customer service team at service@ellinger-clothing.com.