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Returns and claims

How to return articles at Hemden.de?

Directory

Link to the returns portal: http://retoure.hemden.de/customerRetours

 

Important: Preconditions for returning or exchanging articles

You have ordered items from us and find after receiving the goods that the items do not fit or do not like? Then we explain below how you can return or exchange the items to us.

Please note our General Terms and Conditions*. Returned articles or articles you want to exchange need to be in particular

  • be intact in original condition*
  • be returned including the original packaging*.
  • have been delivered to you a maximum of 30 days ago
  • have been ordered by a private person (non-private persons such as companies, associations, non-profit organizations ... have no right of return according to the statutory right of withdrawal in terms of § 312 b para. 1 p. 1. Decisive for this is the billing address given by you when ordering).
  • Individually tailored or customized items such as custom shirts or items with alteration or monogram service are excluded from exchange and return.

Exchange of articles

You have the possibility with us to exchange your ordered items for alternative items. However, the following conditions apply:

  • If your newly selected alternative item does not have the same price, you will either have to pay the difference if the price of the alternative item is higher or be refunded the difference if the price is lower
  • If you ordered your items during one of our discount promotions, you must choose an alternative item from the promotion category (see newsletter or promotion terms and conditions) to total the same final amount after discount as your original order.

Procedure of an exchange

  • Visit our returns portal at: https://retoure.hemden.de/customerRetours
  • Select the item(s) you would like to exchange
  • Indicate your chosen alternative item(s) in the comment field (note: indicate item number and size)
  • Be sure to select "exchange" as the reason for return
  • Carefully repack the item and enclose the return slip with the alternative item's details
  • Write "Exchange" clearly visible on the outside of the package, so that our colleagues in the warehouse can classify it correctly.

Return as customer with customer account

  • Please log into your customer account.
  • Have your order number and zip code ready to identify the order
  • Navigate to the "My Returns" menu item under "My Account".
  • Fill out the form and submit it. You can then download and print your completed return slip and return label. The shipping is therefore free of charge for you**.
  • Pack the items securely, enclose the return form and label the package with your return label.
  • After we receive your return, we will check the condition of the returned items. If the return complies with our terms and conditions, you will receive your refund (this process may take 5-7 business days).

Return as a guest customer

  • Have your order number and zip code ready to identify the order
  • Follow this return link https://retoure.hemden.de/customerRetours
  • Fill out the form and submit it. You can then download and print your completed return slip and return label. The shipping is free of charge**.
  • Pack the items securely, enclose the return form and label the package with your return label.
  • After we receive your return, we will check the condition of the returned items. If the return complies with our terms and conditions, you will receive your refund (this process may take 5-7 business days).

Claims

In case of material and processing defects, you have the possibility to claim your defective item via us to the manufacturer. To do so, send us an e-mail with the following contents to: welcome@hemden.de

  • Picture on which the defect / deficiency is clearly visible
  • Your order number and the item number of the defective item
  • An exact description of the defect

Return shipping costs

 

The European Commission provides a platform for online dispute resolution.

You can reach the dispute resolution platform under the following link: http://ec.europa.eu/consumers/odr/