Returns and Exchanges

Within Germany:

You can return ordered goods within 14 days of receipt.
Please fill out the returns form and include it with your parcel.
Within Germany, you can download the returns label here – However, please note: In our effort to protect the environment and minimize CO₂ emissions caused by unnecessary transport, we have made a conscious decision not to offer free returns. We aim to encourage a more mindful shopping experience and therefore charge a sustainability fee of €2.50 for each return. This amount will be conveniently deducted from your refund. Together, we are conserving resources and acting responsibly.
Please send your return to the following address:

If you have already paid for the returned products, we will credit the corresponding amount to you immediately.
Returned goods will only be accepted if they are in a new and unused condition and are provided with the original labels.
In the event of impairment of the goods due to further use, we reserve the right not to take back the goods and to invoice them accordingly.
We reserve the right to withhold repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever condition is met first.

Why are returns not free of charge as a matter of principle?

An order must be picked and packed by us. In addition, fees are naturally incurred by our shipping service providers DPD and DHL, which are constantly increasing even for us as a regular customer with a larger shipping volume. If we offered our shipments free of charge, we would have to pass these costs on to our sales prices. The same would of course apply to returns if we were to cover the fees for a return. We ask for your understanding!

Exclusion of the right of withdrawal for personalised products

According to § 312g Abs. 2 Nr. 1 BGB (German Civil Code), there is no right of withdrawal for contracts for the supply of goods that are not prefabricated and for the manufacture of which an individual choice or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer. Therefore, a withdrawal is excluded for products that have been individually manufactured according to customer specifications or clearly personalised (e.g. with names, colours, sizes, or desired motifs). By confirming the order, the customer expressly agrees that the execution of the contract will begin and that they thereby lose their statutory right of withdrawal, provided that the goods are personalised.

Within Switzerland and Liechtenstein:

You can return ordered goods within 14 days of receipt.
Please fill out the returns form and include it with your parcel.
Within Switzerland and Liechtenstein, you can download the returns label here – However, please note: Returns of orders from Switzerland and Liechtenstein cost a flat fee of 13.95 CHF. This will be automatically deducted from the value of the goods upon refund.
Returned goods will only be accepted if they are in a new and unused condition and are provided with the original labels.
In the event of impairment of the goods due to further use, we reserve the right not to take back the goods and to invoice them accordingly.
We reserve the right to withhold repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever condition is met first.

Outside Germany:

You can return ordered goods within 14 days of receipt.
Please fill out the returns form and include it with your parcel.
Please sufficiently pre-pay the postage on the parcel, as unpaid shipments will not be accepted. Please send your return to the following address:

Returned goods will only be accepted if they are in a new and unused condition and are provided with the original label.
In the event of impairment of the goods due to further use, we reserve the right not to take back the goods and to invoice them accordingly.
We reserve the right to withhold repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever condition is met first.
In our effort to protect the environment and minimize CO₂ emissions caused by unnecessary transport, we have made a conscious decision not to offer free returns. We aim to encourage a more mindful shopping experience and therefore charge a sustainability fee of €2.50 for each return. This amount will be conveniently deducted from your refund. Together, we are conserving resources and acting responsibly.

Exchanges

Within Germany:

You can exchange ordered goods within 14 days of receipt.
Please fill out the returns form with your exchange requests and include it with your parcel.
Within Germany, you can download the returns label here.
A direct exchange or an offset against a replacement item is generally possible. Please simply indicate this when returning the goods.
Please send your exchange to the following address:

Please note that additional or reduced costs may arise when exchanging for different sizes or different items.
It is not possible to exchange goods purchased in the trigema online shop in one of our concept stores. Likewise, items purchased in retail stores cannot be exchanged in the trigema online shop.

Outside Germany:

You can exchange ordered goods within 14 days of receipt.
Please fill out the returns form with your exchange requests and include it with your parcel.
A direct exchange or an offset against a replacement item is generally possible. Simply indicate this when returning the goods.
Please sufficiently pre-pay the postage on the parcel, as unpaid shipments will not be accepted and send your exchange to the following address:

Please note that additional or reduced costs may arise when exchanging for different sizes or different items.
It is not possible to exchange goods purchased in the trigema online shop in one of our concept stores. Likewise, items purchased in retail stores cannot be exchanged in the trigema online shop.

Further Questions?

Should you have any further questions regarding your order, please do not hesitate to contact our service team:
Tel.: +49 (0) 7475/88 - 0
E-Mail: bestellservice@trigema.de

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14 day return policy

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