You can easily and conveniently register your return via our digital returns portal and choose between DHL and Hermes for returns within Germany. A return shipping fee of €2.95 per return applies. This will be automatically deducted from the refund amount.
To register your return and create a return label or QR code, please access your customer account or click here :
You can easily and conveniently register your return via our digital returns portal and choose between DHL and Hermes for returns within Germany. A return shipping fee of €2.95 per return applies. This will be automatically deducted from the refund amount.
To register your return and create a return label or QR code, please access your customer account or click here :
Outside of Germany, you are responsible for the shipping costs and can choose your preferred shipping company (except DPD). You are responsible for the package until it has been delivered to us. Please send your unworn, originally packaged item in a prepaid package to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Customer service
Email: hello@asphaltgold.com
Service hours:
Monday – Friday
9:00 AM – 4:00 PM (Email )
Outside of Germany, you are responsible for the shipping costs and can choose your preferred shipping company (except DPD). You are responsible for the package until it has been delivered to us. Please send your unworn, originally packaged item in a prepaid package to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Customer service
Email: hello@asphaltgold.com
Service hours:
Monday – Friday
9:00 AM – 4:00 PM ( via email )
Generally, you can return any item to us that doesn't fit or that you don't like. However, please ensure that the items are unworn and in their original packaging . For sealed items, the seal must also be intact. Some items are excluded from returns for hygiene reasons.
Please note that we can only accept returns of items purchased as part of a bundle if they are unworn, in their original packaging , and returned complete with the entire bundle . As we are currently in a bundle testing phase, it is unfortunately not possible to return individual items from the bundle.
Yes, for returns within Germany that you conveniently and easily register via our digital returns portal, a return fee of €2.95 will be automatically deducted from the refund.
Returns to our stores in Darmstadt or Frankfurt are of course free of charge.
Further information about the return policy can be found in our Help Center and our Terms and Conditions.
Why the fee?
The number of returns has risen sharply – recently, every third order was returned. Each return represents a significant additional effort for us: every item is inspected, cleaned, and prepared for resale. The return fee helps us conserve resources and avoid excessive shipping.
Yes, returns from outside Germany are subject to fees. International returns are generally subject to charges, and these fees vary depending on the country.
Please note that we do not provide a return label for returns from abroad. However, you can register your return via our returns portal. Return shipping costs must be borne by the customer.
The return period is 14 days and begins as soon as you receive your order. You can find more information in our terms and conditions .
Returns within Germany can be registered via our returns portal. You can choose between the shipping providers Hermes and DHL and opt for either a printable return label or a QR code. A return shipping fee of €2.95 applies to each return and will be automatically deducted from your refund.
Please enter your order number and postal code or email address in the returns portal and follow the instructions. After receiving your return, please allow 2–10 business days for processing. Click here to go to the returns portal .
2. Next, select the items you wish to return and tell us the reason. This will help us to continuously improve our service and advice.
3. Choose your preferred service provider (DHL or Hermes) and decide between QR code or self-printable label.
4. You will then receive a separate email with a QR code, which you can easily scan at DHL, a DHL Packstation, or Hermes to drop off your package. Alternatively, you can print the label at home and drop off the package at your chosen service provider.
After receiving your return, we need 2-10 working days for processing.
Tip: When you drop off your item, get a receipt and keep it until we confirm your return by email. Returned items should be in their original condition and packaging. If you're nearby, you can also return items purchased online free of charge to our stores in Darmstadt or Frankfurt. The refund will then be issued via the same payment method used for your original purchase.
Return address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Please register your return here .
For returns within Germany, we will provide you with a return label or QR code via our digital returns portal and will deduct a return fee of €2.95 per return from your refund. For returns outside of Germany, you are responsible for the shipping costs and timely delivery. You can choose any shipping company (except DPD) – however, we recommend insured shipping. The package remains your responsibility until it has been delivered to us. Please affix postage and send your unworn, originally packaged item to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
After receiving and inspecting the returned goods, our returns department will refund your money (excluding return shipping costs) within 2-10 days via the same payment method used for the original transaction. For exchanges, please place a separate order.
You must bear the costs for your return shipment yourself and can choose a shipping company of your choice (except DPD) - however, 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 remains your responsibility until it has been delivered to us. Asphaltgold does not cover customs fees or additional costs incurred due to insufficient declaration.
Please affix postage and send your unworn, originally packaged goods in a parcel to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
After receiving and inspecting the returned goods, our returns department will refund your money (excluding return shipping costs) via the same payment method used for the original transaction. For exchanges, please place a separate order.
If you wish to return some or all items from your order, please allow up to a few business days (excluding weekends and public holidays) for your return to arrive at our warehouse and be processed. We will send you a confirmation email as soon as we receive your return.
Klarna will send you your invoice by email as soon as your order has been shipped. Please be sure to note the payment deadline stated on your invoice. Klarna invoices are due 14 days after you receive them. Your statutory right of withdrawal and the Asphaltgold return policy remain unaffected by this deadline. You only pay for the items you actually keep.
If you have recently returned one or more items and the payment deadline is approaching, we recommend registering the return in the Klarna portal. Klarna customer service will be happy to assist you with any questions.
If you have received a payment reminder even though you have already returned your items or order:
If the payment deadline 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 any items you returned but had already paid for. Please wait for the updated invoice confirming that the return has been received. After that, please allow approximately 2-5 business days for the funds to appear in your account.
If you have any further questions about your Klarna invoice, please contact Klarna customer service directly.
Please be sure to obtain a shipping receipt when you drop off your return. You can use the return number on your receipt to track the current status of your return.
Please allow several working days from Germany and up to 14 working days (excluding weekends and public holidays) from abroad for your return to arrive with us.
We will send you a confirmation email as soon as our returns department has inspected and processed your returned goods. This can take 2-10 business days after your return arrives, depending on the volume of returns. Your money will then be refunded via the same payment method you used – depending on your payment method, this 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 haven't received confirmation of your return from us after the respective return and processing period, please contact our customer service team at hello@asphaltgold.com . To ensure we can process your request immediately, please provide your order number.
Unfortunately, we do not offer direct exchanges. If you would like a different item or size, please place a new order. You can, of course, return the originally ordered item to us within the return period.
You can also return your order to our stores. This saves on transport costs and protects the environment.
You can find us at the following addresses:
Asphaltgold Frankfurt
Berliner Str. 60
60311 Frankfurt am Main
Monday-Saturday
11am-7pm
Asphaltgold Darmstadt
Ludwigsplatz 8a
64283 Darmstadt
Monday-Saturday
10am-6pm
