RETURNS & EXCHANGES

All items purchased from FRAUENSCHUH.COM can be returned or exchanged. If you would like to exercise your right to return goods, please ensure the following:
• Items must be returned within 14 days of delivery
• All return items must be unworn, unwashed and in perfect condition.
• Labels must not be removed.
• Returns must be made in one shipment. If several items are to be returned, therefore, these must be returned to Frauenschuh.com in one single shipment.
• Free returns (Austria, Germany) can only be made through the shipping provider that delivered the order. If returns are not made through the stated shipping provider, then the purchaser shall be responsible for costs and risks.
• Returns from all other EU countries must be paid for by the purchaser themselves. The returns slip must always be filled out carefully and returned with the item of clothing. You will receive this form with your order.
We can only accept returns that comply with all aforementioned terms. Please note: in the event of a return, the invoice amount excluding shipping costs will be refunded to you.

Once we have received your return and the sum has been refunded to your credit card or account, you will receive a credit note by email stating the refund amount. Please allow 10 to 14 days from receiving your returns for a full refund of the purchase price.

The time that it takes for you to receive this refund depends on each individual credit card provider. However this normally takes place within two credit card statements. If the recipient indicated in the order is not the purchaser of the goods, the debit amount is always reimbursed to the purchaser and the card and/or account holder. Please note that we can only accept returns from the corresponding delivery country. For example, if the delivery was sent to Germany, the returns can only be sent from Germany. Please also note that shipping costs for returns will not be reimbursed. If you would like to exchange an item, please make a note of this on the attached return note or get in touch with us.

EXCHANGE CONDITIONS

The right to exchange only applies to unworn, unwashed items which are in perfect condition and from which the labels have not been removed.
Returns must be made in one shipment. We reserve the right to reject multiple returns at different times from the same order
The shipment is returned using the same shipping provider which delivered the parcel (DHL or UPS)
We can only accept returns from the corresponding delivery country. For example, if the delivery was sent to Austria, the returns can only be sent from Austria. We regret that the exchange is otherwise not free of charge; the import and delivery costs are borne by the purchaser
Personalised or custom-made items cannot be exchanged.
Further information about the right to exchange can be found in our Terms and Conditions.

An exchange is generally processed as soon as we have received the return shipment. Further information about returns and exchanges can be found in our Terms and Conditions.
For more information, or if you have further questions, please contact us at eshop@frauenschuh.com or call us on 0043 5356 64288 18, Monday to Friday, 8:00 AM to 6:00 PM CET (excluding public holidays).

HOW CAN I RETURN AN ITEM (Austria / Germany)

The same shipping provider which delivered the parcel is used for the return.

Should an item fail to meet your expectations or if it doesn’t fit, you can, of course, return the goods worry-free within 14 working days at our expense.
You can conveniently print your return note yourself. In order to process returns as quickly and conveniently as possible, we recommend that you use the DHL or UPS returns portal for this.

What do you need to do for this?

1. Click on the “Go to the DHL returns portal” button. You will be forwarded to the external DHL site.
2. Fill in the fields of the DHL form and click on “Continue”.
3. On the next page, you can print out the return label by clicking on “Open and print PDF”.
4. Attach the printed label to your parcel and take it to the nearest post office or Packstation.

Please note: the return label is only valid for your current return to Frauenschuh.

A corresponding returns form is enclosed in your order; please complete it and send it back to us with your returns.
The detailed conditions for returning your order can be found in our Terms and Conditions (T&Cs).
Please use the returns label enclosed in your parcel for returns. By doing so, FRAUENSCHUH.com pays the shipping and insurance costs of your returns. Detailed return instructions are always enclosed with your order.

For collection of returns, please contact UPS on the following service numbers

Germany:
Service number: 01806 88 26 63

Austria:
Service number: 0159 91 42 030

Availability:
Monday-Friday 7:00 AM to 8:00 PM, Saturday 8:00 AM to 4:00 PM

For collection of returns, please contact DHL on the following service number

Germany:
Service number: 0228 43 33 112

Availability:
Monday-Friday 8:00 AM to 6:00 PM, Saturday: 8:00 AM to 2:00 PM

Austria:
Service number: 01 253 53 55

Availability:
Monday-Saturday: 7:00 AM to 8:00 PM

RETURNS FOR ALL OTHER COUNTRIES
No returns label is provided for returns from all other EU countries. Please send the goods to us using a shipping method of your choice, ensuring that they reach us within the stated deadline of 14 days from delivery. Send the parcel to the following address: Frauenschuh Bekleidungs GmbH, Josef-Pirchlstr-50,6370 Kitzbühel.

WHEN WILL MY RETURN NOT BE ACCEPTED?
Please note that Frauenschuh can only provide refunds for unworn, unwashed items which are in perfect condition and from which the labels have not been removed. If the item shows signs of use, acceptance of the item may be declined.

MONEY – REIMBURSEMENT

WHEN AND HOW WILL I GET MY MONEY BACK?
Once your return reaches us and the item is checked, we will refund the corresponding amount to you within a few days. The corresponding amount (excluding shipping costs) will be refunded to your listed account – please note, however, that a refund to your credit card may take longer than a bank transfer. We regret that we are unable to affect the speed of refunds, these are dictated by the respective banks.