FAQ

Return policy.

Standard returns

If you receive an item that does not meet your expectations, you have 14 days to make a return request online from the My Order page, https://en.wordans.de/order. If there is any other problem, you also have 14 days to report it. You can report this via a return request or email to our customer service team.

Within approximately 12-48 hours (business days) after making this request, you will receive the return instructions and documents by email; check your spam inbox for this information. Your package must be delivered to the carrier indicated on the label (e.g. DHL or DPD). Other carriers may charge you for this shipment as they cannot use our return label. These costs will not be reimbursed by us.

You can create 1 return request per order, so please let us know what you wish to return in one instance.

Returns made at the request of customers other than for wrong or defective items will incur a collection charge. This amount will be subtracted from the economic return of the product.

In case you do not want this amount to be deducted, you can send to the address that will appear on the return label (DHL or DPD). In this case please send us the tracking number of the package. 

We are not responsible for packages that do not arrive at their destination, so we recommend that you use our secure tracking service for returns. We are only responsible for the postal costs of returning wrong or defective items.

If you return the products without informing us and not using our return label, we will not be able to track the package. If we cannot locate the return package, we cannot guarantee a refund.

The return label must be used within 10 days of receipt. In this case, "used" means that the package, with the label attached, must be delivered to the carrier indicated on the label (e.g. DPD or DHL). At the time of delivery, the tracking of the returned package (which can also be accessed by the customer) will show that it has been delivered.

If you want to test the items by washing, dyeing, printing or any other type of customization, we cannot accept your return. Therefore, we cannot process any refunds for this.

If we discover that the returned items are not in acceptable saleable condition, we reserve the right to refuse a refund.

Although we (and our carriers) always try to deliver packages as soon as possible and on time, packages may arrive later than expected due to any circumstances. When a package arrives between 1 and 3 business days later than stated, we are not responsible for this delay and no refunds will be issued for this type of delay.

Warranty

If you receive your order and discover that an item is damaged, defective or incorrect, please contact us as soon as possible. After receiving your package, you have 24 hours to make a claim and provide all necessary information. Please make a return request online from the My Order page https://en.wordans.de/order, or email our support team at customerservice@needen.at with the subject line "DAMAGED" and provide the information below.

What information do I need to provide?

When making a claim it is important that you provide us with the necessary information to help you return your product. Please provide the following information in your email when contacting us at customerservice@needen.at

A photo of the packing slip complete with the list of items delivered.

A photo of the outer packaging

A photo of the opened box showing protection

A photo of the damage or defect on the product

A photo of the complete product

The reference number of the product(s) you wish to return and the reason for the return.

Return costs

Receive a coupon.

If you return everything and opt for a coupon, you will not be charged the return shipping costs and you will receive a coupon for the full amount of your purchase.

The coupon is valid for 2 years.

A coupon can be exchanged for a refund. However, a refund cannot be exchanged for a coupon. In case you request a refund the return and shipping costs will be deducted from the refund.

If you have selected Klarna as your payment method and wish to receive a coupon, you will need to make payment to Klarna for the amount of the coupon received.

Receive a refund:

If you request a refund the initial shipping charges you paid when placing the order will not be refunded. The return shipping costs will be deducted from the amount to be refunded.

With a partial refund these initial shipping costs will never be refunded. 

Return shipping costs will be charged whenever you use a label provided by us to make this return.

If a package cannot be delivered because you have entered an incorrect or incomplete address the shipping charges may be withheld.

Customization

It is possible to create some customized products directly from the website. These products will be labeled as "Customized".

The printing of the items takes some time. Please consider a delay of 7 to 10 business days when placing a customization order with us.

Finally, please note that these items cannot be returned unless there has been a clear production error other than printing.

RETURNS MADE BY COMPANIES (B&B)

Purchases made by companies will be considered to be those that provide their tax identification number.

Returns made by companies will have a surcharge of 25% on the amount of the returned items. Considered as restocking fees.