Return & exchange
Thank you for shopping with Unützer.
Should an item not meet your expectations, you may return it unworn within 14 days from the delivery date. We kindly ask you to try on shoes only on a soft surface (e.g. carpet). Please note that returns will only be accepted if the items are in perfect condition.
Returns from Germany and Austria are free of charge for orders containing one item. For orders containing two or more items, the customer is responsible for the return shipping costs. Please note that original shipping charges are non-refundable in the event of a return.
Further information can be found in our shipping policy. Separate conditions apply for returns from other shipping zones and countries outside the EU.
RETURNS – GERMANY & AUSTRIA
Step 1
Please complete the enclosed return form and mark the items you wish to return. We kindly ask you to indicate the reason for the return using the corresponding reason code (B–E).
Step 2
Please place the completed return form together with the items you wish to return inside the original box.
Step 3
Attach the return label securely and visibly to the outside of the sealed package.
Step 4
Please drop off your labelled DHL parcel at a nearby DHL Service Point or parcel shop.
Step 5
Once your return has been received and inspected, we will refund the corresponding amount via the original payment method used for the purchase.
Please note that the processing time for refunds may vary depending on the payment method and payment provider. In individual cases, processing may take up to 10–14 business days.
If the refund has not appeared in your account after 14 business days, we recommend contacting your payment provider directly.
RETURNS – SHIPPING ZONES 1 & 2 AND OUTSIDE THE EU
Please note that returns from these shipping zones are not free of charge. All shipping, customs and handling costs are the responsibility of the customer.
The correct customs declaration of the return shipment is the responsibility of the sender.
We kindly ask you to register your return in advance via e-mail at service@unuetzer.com and include your order number, tracking number and shipping provider.
Should a shipment fail to clear customs due to incomplete or incorrect information, we reserve the right to deduct any resulting costs from the refund amount.
Processing international returns may take up to 10–14 business days in individual cases. Until the goods have arrived at our logistics centre, responsibility for the shipment remains with the sender.
Return address:
Unützer
c/o Textilaufbereitung Schmidt GmbH
Peigertinger Str. 11
94538 Fürstenstein
Germany
RETURN CONDITIONS
Please ensure that returned items are unworn, unwashed and in perfect condition. All tags must remain attached. Original packaging and any dust bags must be included with the return.
For returns within Germany and Austria, we provide a return label for orders containing one item. For orders containing two or more items, return shipping costs are the responsibility of the customer.
We kindly ask you to return all items together in one parcel.
Returns from Germany and Austria must be sent exclusively with the shipping provider used for the original delivery (DHL).
Please note that returns are only accepted from the original delivery country. Returning items from another country may result in additional costs which must be covered by the customer.
Personalised items are excluded from returns.
Refunds will always be issued via the original payment method used for the purchase.
For Archive Sale items, only the statutory right of withdrawal applies. After the statutory withdrawal period has expired, returns and exchanges are excluded. Should a return exceptionally be accepted as a gesture of goodwill, the amount will only be refunded in the form of a store credit for the online shop.
EXCHANGES
Please note that exchanges can only be processed if the requested item is available.
Step 1
Please contact our customer service team at service@unuetzer.com to request your desired size.
Please include the following information:
- Order number
- Item name
- Requested size
Step 2
Please complete the enclosed return and exchange form and mark the items you wish to return or exchange. Please also indicate the reason for the return and, if applicable, the requested exchange size.
For exchanges, please use reason code A in combination with one of the reason codes B–E.
Step 3
Please place the completed form together with the items you wish to exchange inside the original box.
Step 4
Attach the return label securely to the outside of the sealed package.
Step 5
Please drop off your labelled DHL parcel at a nearby DHL Service Point or parcel shop.
Step 6
Our customer service team will inform you via e-mail whether the requested product is available.
Step 7
a) Size exchange
The exchange will be processed within your existing order.
b) Colour exchange
The exchange will also be processed within your existing order.
c) Exchange for a different model
Unfortunately, exchanges for a different model are not possible directly. In this case, we kindly ask you to place a new order once approval has been given by our customer service team. Alternatively, our customer service team can issue a separate invoice for you.
Step 8
Once we have received and processed your return, your exchange will be shipped. The new tracking number will be sent to you via e-mail.
EXCHANGE CONDITIONS
Please ensure that items intended for exchange are unworn, unwashed and in perfect condition. All tags must remain attached. Original packaging and any dust bags must be included with the return.
One exchange for the same item in a different size or colour is possible. Any applicable return shipping costs are subject to the respective return conditions.
We kindly ask you to return your items together in one parcel. Multiple separate returns from the same order may not be accepted.
Exchanges must be processed exclusively through the shipping provider used for the original delivery (DHL).
Please note that exchanges are only accepted from the original delivery country. Returning items from another country may result in additional costs which must be covered by the customer.
Personalised items are excluded from exchanges.
HOW YOU WILL RECEIVE YOUR REFUND
As soon as your return has been received and inspected, we will refund the corresponding amount via the original payment method used for the purchase.
In individual cases, processing may take up to 10–14 business days. The duration of the refund additionally depends on the chosen payment method and the respective payment provider.
Please note that refunds can only be issued via the original payment method used for the purchase.
RIGHT OF WITHDRAWAL
If you wish to exercise your right of withdrawal, you have the following options:
- Withdrawal by return shipment
Your withdrawal becomes effective upon returning the goods within 14 days of receipt. - Written withdrawal
Alternatively, you may declare your withdrawal within 14 days of receiving the goods by e-mail to service@unuetzer.com and return the items within this period.
Compliance with the statutory deadline is decisive in each case.