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14 days right of return

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how long can I return items to asphaltgold?




RETURN PORTAL

returns icon

 

You can easily and conveniently register your return via our digital return portal and choose between DHL and Hermes for returns within Germany.

 

The first return per order within Germany is free of charge for goods with a value of €60 or more. If the value of the goods is less, or if it is a further return from the same order, a return fee of €2.95 will be charged, which will be automatically deducted from your refund amount.

 

 

To register your return and create a return label or QR code, go to your customer account or here:

 

 



RETURN PORTAL

returns icon

 

You can easily and conveniently register your return via our digital return portal and choose between DHL and Hermes for returns within Germany.

 

The first return per order within Germany is free of charge for goods with a value of €60 or more. If the value of the goods is less, or if it is a further return from the same order, a return fee of €2.95 will be charged, which will be automatically deducted from your refund amount.

 

To register your return and create a return label or QR code, go to your customer account or here:

 

 


Outside of Germany, you must bear the shipping costs yourself and can choose a shipping company of your choice. You are responsible for the package until it is delivered to us. Please send your unworn, original packaged goods in a franked package to the following address:

 

Asphaltgold GmbH
Ostendstr. 17
64319 Pfungstadt
Germany





CUSTOMER SERVICE

phone icon

CONTACT US!





 

 

Customer Service


Email: hello@asphaltgold.com

 

Service Hours:

Monday – Friday
09:00 – 16:00 (Email)



Outside of Germany, you must bear the shipping costs yourself and can choose a shipping company of your choice. You are responsible for the package until it is delivered to us. Please send your unworn, original packaged goods in a franked package to the following address:

 

Asphaltgold GmbH
Ostendstr. 17
64319 Pfungstadt
Germany


CUSTOMER SERVICE

phone icon

CONTACT US!






Customer Service


Email: hello@asphaltgold.com

 

Service Hours:

Monday – Friday
09:00 – 16:00 (via email)






FAQ

can I return items to asphaltgold?



Which items can I return?

In principle, you can return all items that do not fit or you do not like. However, please make sure that the items are unworn and in their original packaging. For sealed items, the seal must also be intact. Some items are excluded from return for hygienic reasons.

 

Please note that we can only accept items purchased as part of a bundle if they are returned unworn, in their original packaging, and complete within the entire bundle. As we are currently in a bundle testing phase, it is unfortunately not possible to return individual items from the bundle.





ARE THERE FEES FOR RETURNS WITHIN GERMANY?

Partly. For returns within Germany that you conveniently and easily register via our digital returns portal, the first return per order is free of charge if the value of the returned items is at least €60. If the value is below €60 or if it is an additional return from the same order, a return fee of €2.95 will be automatically deducted from your refund. Complaints (faulty, damaged or incorrect goods) are always free of charge.

 

Returns to our stores in Darmstadt or Frankfurt remain free of charge, of course.

 

Further information on our return policy can be found in our Help Center and our General Terms and Conditions.

 

Why the fee?


The number of returns has risen sharply – recently, every third order was returned. Every return means a considerable effort for us: each item is checked, cleaned, and prepared for resale. The return fee helps us to conserve resources and avoid excessive shipping.

 

 



ARE THERE FEES FOR RETURNS OUTSIDE GERMANY?

Yes, fees apply to returns from outside Germany. International returns are generally subject to a charge, and the fees incurred vary depending on the country.

 

Please note that we do not provide return labels for returns from abroad. However, the return can be registered via our returns portal. Shipping costs must be borne independently.

 



How long can I return my item?

The return period is 14 days and begins once you have received your order. More information can be found in our Terms and Conditions.





HOW DO I REGISTER MY RETURN WITHIN GERMANY?

Returns within Germany can be registered via our returns portal. You can choose between Hermes and DHL as service providers and decide between a return label for self-printing or a QR code. The first return per order is free of charge if the value of the returned items is at least €60. If the value is below €60 or if it is an additional return from the same order, a return fee of €2.95 will be charged, which will be automatically deducted from the refund.

 

Please enter your order number and postcode or email address in the returns portal and follow the instructions. After receipt of the return, we need 2-10 working days for processing. Click here to go to the returns portal.

 

 

  1. 1. Please enter your order number and the postcode of your shipping address or the email address with which the order was placed.

2. Then select the items you wish to return and tell us the reason. This helps us continuously improve our service and advice.

3. Choose your preferred service provider (DHL or Hermes) and decide between a QR code or a label for self-printing.

4. Afterwards, you will receive a separate email with a QR code, which you can simply scan at DHL, a DHL Packstation or Hermes and drop off your package. Alternatively, you can print the label at home and drop off the package with the chosen service provider.

 

After receiving your return, we need 2-10 business days for processing.


Tip: Ask for a proof of postage when dropping off your package and keep it until your return has been confirmed by us via email. Returned items should be sent back to us in their original condition and original packaging. If you are nearby, you can, of course, also return items purchased online to our stores in Darmstadt or Frankfurt free of charge. The refund will then be issued via the same method of payment used for your purchase.

 

 

Return address:
Asphaltgold GmbH
Ostendstr. 17
64319 Pfungstadt
Deutschland



HOW DO I RETURN AN ORDER WITHIN THE EU?

Please register your return here.

 

For returns within Germany, we provide a return label or QR code via the digital returns portal . The first return per order is free of charge if the value of the returned items is at least €60; if the value is below €60 or if it is an additional return from the same order, we deduct a return fee of €2.95 from the refund. For returns from outside Germany, you must bear the shipping costs yourself and are responsible for timely delivery. You can choose a shipping company of your choice - but we recommend insured shipping. The package is your responsibility until it has been delivered to us. Please frank and send us your unworn, originally packaged goods in a package to the following address:

 

Asphaltgold GmbH
Ostendstr. 17
64319 Pfungstadt
Deutschland

 

After receiving and checking the goods by our returns department, we will refund your money (excluding return shipping costs) within 2-10 days via the same method of payment used for your purchase. For an exchange, please place a separate order.



HOW DO I RETURN AN ITEM FROM OUTSIDE THE EU?

You must bear the costs of your return yourself and can choose a shipping company of your choice - but we recommend insured shipping.
Important: International returns require a completed customs declaration stating that it is a return. This must be attached to the outside of the package along with the invoice. The package is your responsibility until it has been delivered to us. Asphaltgold does not cover customs duties or additional costs arising from insufficient declaration.

Please frank and send us your unworn, originally packaged goods in a package to the following address:

 

Asphaltgold GmbH
Ostendstr. 17
64319 Pfungstadt
Deutschland

 

After receiving and checking the goods by our returns department, we will refund your money (excluding return shipping costs) via the same method of payment used for your purchase. For an exchange, please place a separate order.





WHAT SHOULD I CONSIDER FOR RETURNS WITH KLARNA?

If you wish to return some or all items of your order to us, please allow up to several business days (excluding weekends and holidays) for your return to arrive at our warehouse and be processed. We will send you a confirmation email as soon as your return has been received by us.

Klarna will send you your invoice by email as soon as your order has been dispatched. Please strictly observe the invoice deadline stated on your invoice. Klarna invoices are due 14 days after you receive your invoice. Your statutory right of withdrawal, as well as Asphaltgold's return policy, remain unaffected by this deadline. You only pay for the items you actually keep.

 

If you have just returned one or more items and the end of the invoice period is approaching, we recommend that you register the return in the Klarna portal. For questions about this, the Klarna customer service will be happy to help you.

 

If you have still received a reminder despite having already returned your items or order:

If the payment due date on the invoice has passed, Klarna will automatically send you a reminder. In this case, please contact Klarna customer service directly.

 

If you are waiting for a refund:

 

Klarna will automatically refund you for items you returned but had already paid for. Please wait for the updated invoice, which will confirm that the return has been received. After that, it will take approximately 2-5 business days for the amount to be back in your account.

If you have further questions regarding your Klarna invoice, please contact Klarna Customer Service directly.





HOW LONG DOES IT TAKE FOR MY RETURN TO BE PROCESSED?

Please be sure to obtain a shipping receipt when you drop off your return. With the return tracking number on your receipt, you can keep an eye on the current status of your return.


Please allow several business days from Germany and up to 14 business days (excluding weekends and holidays) from abroad for your return to reach us.


We will send you a confirmation email once our returns department has checked and processed the returned goods. This can take 2-10 business days after your return arrives, depending on volume. Your money will then be refunded in the same way it reached us - depending on the payment method, it may take an additional 2-3 business days for the refund to reach you. If you paid with Klarna, your invoice will be canceled or adjusted.


If you have not received a confirmation of your return from us after the respective return and processing period, please contact our customer service team at hello@asphaltgold.com. To allow us to process your request immediately, please provide us with the order number.





CAN I EXCHANGE ITEMS?

No, exchanges are currently not possible. If you would like a different size or model, please return the item and place a new order. We will refund

 

the amount via

 

the same payment method you used.





CAN I RETURN MY ORDER LOCALLY?

You are welcome to return your order to our stores. This saves transportation costs and protects the environment.

You can find us at the following addresses:

 

Asphaltgold Frankfurt
Berliner Str. 60

60311 Frankfurt am Main

 

Monday-Saturday

11 AM - 7 PM


Asphaltgold Darmstadt
Ludwigsplatz 8a

64283 Darmstadt

 

Tuesday–Friday 11 AM - 6 PM, Saturday

10 AM - 6 PM