COMPLAINTS & RETURNS
Thank you for your puchase. We hope youare happy withy your product. However if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy.
CLAIM:
If you would like to complain about a product please send an email to contact@2stories.eu
RETURNS:
We offer a 14-day return policy from the day you receive your package. Items must be returned unworned and unused, in their original condition and in their original packaging. We reserve the right to refuse a return if the items show any signs of wear.
To start a return, you can contact us at contact@2stories.eu You bear the costs for the return shipment. The costs depend on the shipping method / shipping service provider you have chosen. We will not reimburse lost returns without proof of shipment with a track & trace code. This can also happen if the items were not returned on time.
You can always contact us for any return question at contact@2stories.eu
Once we have received and accepted the returned items, the refund will be made. Please note that the refund will be credited to the credit card originally used to purchase the items, minus any taxes or import duties.
The costs for the return are to be borne by you and are not covered by Caelan GmbH. Returns are at your own risk, so we recommend that you keep proof of posting with a tracking number to prove the package has been dispatched in case it gets lost in the post.
Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items:
Unfortunately, we cannot accept returns on sale items.
RETURN ADDRESS:
To: Caelan GmbH
Kyffhäuserstrasse 13
40545 Düsseldorf / Germany
Please note that we cannot exchange items. If you want to change your purchase to a different size, color or style, you must refer to the return information and then place a new order in our webshop.
REFUNDS:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
