To register for the UNÜTZER online shop, click on "My Account" and follow the instructions to create a new account. The only mandatory fields are your email address and a password of your choice. Optionally, you can enter your first and last name. The customer account allows you to view your order history and manage your user information and password.

You can view and change your account information in the "My Account" section. If you can no longer access your account, you can reset your password using the "Change Password" option. If this does not work, please contact our customer service at service@unuetzer.com. We will be happy to assist you.

If you wish to log in to your customer account but have forgotten your password, please click on "Change Password" in the login area. Then follow the instructions to securely reset your password.

To do this, go to "My Account", then to "Orders". There you can view all current and past orders.

Please contact our customer service immediately for any cancellation or change requests.

We cannot guarantee timely cancellation or changes before shipping. As soon as we receive your order, our logistics team works at full speed to hand it over to the shipping service provider. The customer service team may not be able to stop the process after this point.

Customer service processing times are:

Monday to Friday: 10:00 AM – 5:00 PM

Saturday & Sunday, as well as public holidays: Closed

Please contact our customer service immediately for any cancellation or amendment requests.

We cannot guarantee a timely cancellation or amendment before shipping. As soon as your order is received, our logistics team works at full speed to hand it over to the shipping service provider. The customer service team may not be able to stop the process from this point onwards.

Customer service processing times are:

Monday to Friday: 10:00 AM – 5:00 PM

Saturday & Sunday, as well as public holidays: Closed

Shipping with DHL:
Your order will be delivered to the specified shipping address via DHL standard shipping. Delivery to packing stations or post office boxes, as well as express shipping, is currently not possible.

Insurance:
All shipments are insured against loss or damage by the shipping service provider until delivery.

Shipments within the EU via DHL:

Germany: 2–4 working days, 6.90 € *
Austria: 4–5 working days, 6.90 € *
Zone 1: 6–7 working days, 18.90 €
Zone 2: 6–7 working days, 24.90 €

* For orders with one item, return shipping from Germany and Austria is free within 14 days. For orders with two or more items, the customer bears the cost of return shipping themselves. For orders of an archive sale item, the customer bears the cost of return shipping themselves.

Zone 1: Belgium, Denmark, France, Luxembourg, Netherlands, Poland, Spain, Czech Republic, Slovakia, Slovenia, Finland, Italy, Sweden
Zone 2: Bulgaria, Estonia, Lithuania, Romania, Hungary, Greece, Latvia, Portugal (excluding Madeira & Azores)

Shipments outside the EU via DHL:

Switzerland & Liechtenstein: 7–10 working days, 24.90 € **
USA: 10–14 working days, 69.90 € **
United Kingdom: 10–14 working days, 29.90 € **

** Returns from CH & LIE, UK and USA are not included in shipping and are at the customer's expense. All applicable return fees (postage, customs, processing, etc.) are to be borne by the customer. Should a return not be delivered due to incomplete or incorrect information, we reserve the right to take the incurred costs into account when refunding. The processing of international returns can take up to 10–14 working days.

Please note that additional import duties, customs fees or taxes may apply to deliveries outside the European Union. These costs are to be borne by the customer and are not covered by Unützer.

Currently not delivered to:
Norway, Canada, Asia, South America, Australia, Turkey

Please note that returns can only be accepted from the respective delivery country. If a return is made from another country, additional costs may arise, which are to be borne by the customer.

Track your order
After shipment, you will receive an email with your tracking number.

DHL Tracking

Additionally, you can view the status of your delivery directly in your customer account under "My Orders" when you are logged in.

Please note: Once we have handed over your shipment to DHL, the shipping service provider is responsible for delivery. Unfortunately, we no longer have any influence on potential delays during transit.

As we have only limited access to DHL data, we recommend contacting DHL directly first:

Customer Service for Private Customers - Help and Contact | DHL

There you can check the shipping status and receive faster support. Should further complications arise, please let us know, and we will find a solution together.

Returns from Germany and Austria are free of charge for orders with one item within the 14-day cancellation period. For orders with two or more items, the customer bears the cost of the return shipment. Shipping costs already incurred for the outbound shipment will not be refunded in the event of a return. For items from the Archive Sale, the customer must bear the return costs themselves.

Delivery address for returns:

Unützer
c/o Textilaufbereitung Schmidt GmbH
Peigertinger Str. 11
94538 Fürstenstein

RETURNS from DE & AT:

Step 1
Fill out the enclosed return form and mark the items you wish to return to us. Please also state the reason for the return (reason code B–E).

Step 2
Please place the completed return form together with the items you wish to return in the original box.

Step 3
Attach the return label clearly visible on the outside of the sealed package.

Step 4
Drop off your labeled DHL parcel at a nearby service point (DHL branch or parcel shop).

Step 5
Once your return has been received and checked, we will refund the corresponding amount via the original payment method chosen.

Please note that the processing of the refund may vary depending on the payment method and payment provider. In individual cases, processing may take between 10–14 working days.

Should the amount not have been credited to your account after 14 working days, we recommend that you contact your payment institution directly.

Please note that returns from these shipping zones are not free of charge. All incurred shipping, customs, and handling costs will be borne by the customer.

The correct customs declaration of the return is the responsibility of the sender. We kindly ask you to register your return in advance by e-mail to service@unuetzer.com, stating your order number, tracking number, and the shipping service provider.

Should a shipment fail to clear customs due to incomplete or incorrect information, we reserve the right to deduct the resulting costs from the refund amount.

The processing of international returns can take 10–14 business days in individual cases. Until the goods are received in our logistics, the sender is responsible for the shipment.

Delivery address for returns:

Unützer
c/o Textilaufbereitung Schmidt GmbH
Peigertinger Str. 11
94538 Fürstenstein

After receiving the goods, you have 14 days to register your return with us and revoke the purchase. We refer to § 5 Right of Withdrawal for Consumers.

Please note that we accept returns after this period as a gesture of goodwill and refund them with Unützer Shop credit. We ask for your understanding.

Once your return has been received and checked by us, the refund will be issued via the original payment method.

Please note that the refund may take up to 14 days, depending on your payment provider's processing time.