how long does it take to return asphaltgold?

RETURNS PORTAL

 

We offer free return shipping for orders within Germany. If your order has a shipping address outside of Germany, you will need to pay for the return shipping costs yourself. You can choose any shipping company, except for DPD, for this pupose. Please remember that you are responsible for the package until it is safely delivered to us. Make sure that the items you're returning are unworn and in their original packaging. Send yout returns in a prepaid package to the following address:

 

 

 

Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

 

 

 

You can register your return and create a return label or OR-code in your customer account or here :

 

RETURNS PORTAL

Can you return free of charge at asphaltgold?

 

We only offer free returns for orders with a shipping address within Germany. Outside of Germany, you have to pay the shipping costs yourself and can choose a shipping company of your choice (except DPD). You are responsible until the package has been delivered to us. Please send us your unworn, originally packaged goods in a prepaid package to the following address :

 

 

 

 

Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

 

 

 

You can register your return and create a DHL return label in your customer account or here :

 

CUSTOMER SERVICE

can you send raffles back to asphaltgold?

CONTACT US!

 

 

Customer service

Telephone: +49 (0)6151 - 62 92 10
Fax: +49 (0)6151 - 62 92 121
Email: hello@asphaltgold.com

 

Service times:

Monday - Friday
9:00 a.m. – 4:00 p.m. (by email)

 

CUSTOMER SERVICE

CONTACT US!

Customer service

Telephone: +49 (0)6151 - 62 92 10
Fax: +49 (0)6151 - 62 92 121
Email: hello@asphaltgold.com

 

Service times:

Monday - Friday
9:00 a.m. – 4:00 p.m. (by email)

FAQ

can you send something back to asphaltgold?

Which items can I return?

In principle, you can return any items that you do not fit or like to us. Please make sure that the items are unworn and in their original packaging . For sealed items, the seal must also be intact. Some items cannot be returned for hygiene reasons.

 

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

How long can I return my item?

The return period is 14 days and begins as soon as you have received your order. You can find more information in our terms and conditions.

Return registration within Germany

From a goods value of 40 euros, returns are free within the 14-day return policy for orders with a shipping address in Germany.

You can register your return and create a DHL return label in your customer account or here : https://asphaltgold.returnsportal.online/

 

Please enter your order number and the zip code of your shipping address or the email address with which the order was placed and then select the items you would like to return. You will then receive a separate email with a QR code, which you can easily have DHL scan and hand in your package. If necessary, you can also print out the return label yourself. We can only provide 1 free return label per order. You can also create a label for orders under 40 euros, but this is subject to a fee and the amount will be deducted from your refund. After receiving your return, we need 2-10 working days to process it.

Have a delivery receipt given to you upon delivery and keep it until your return has been confirmed. Returned items should be sent back to us in their original condition and packaging. If you are nearby, you can of course return items purchased online to our store in Darmstadt. The refund will then be made on the next working day in the same way that we received your payment.

 

Return address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

How do I return an order within the EU?

Please register your return here .

We only offer free returns for orders with a shipping address in Germany. Therefore, you have to pay the shipping costs yourself and can choose a shipping company of your choice - but we recommend insured shipping. It is your responsibility until the package has been delivered to us. Please frank and send us your unworn, originally packaged goods in the package to the following address:

 

Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

 

After the goods have been received back and checked by our returns department, we will refund your money (excluding return shipping costs) within 2-10 days using the same method in which it reached us. For an exchange, we ask you to place a separate order.

HOW DO I RETURN AN ITEM FROM OUTSIDE THE EU?

We only offer free returns for orders with a shipping address in Germany. Therefore, you have to pay the shipping costs yourself and you can choose a shipping company of your choice (except DPD) - 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 together with the invoice. It is your responsibility until the package has been delivered to us. Asphaltgold does not cover any customs fees or additional costs resulting from insufficient declaration.

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

 

Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany

 

After the goods have been received back and checked by our returns department, we will refund your money (excluding return shipping costs) the same way it reached us. For an exchange, we ask you to place a separate order.

WHAT SHOULD BE NOTED WHEN RETURNING WITH KLARNA?

If you would like to return some or all of the items in your order to us, please allow up to a few business days (excluding weekends and holidays) for your return to arrive back at our warehouse and be processed. We will send you a confirmation email once we have received your return.

Klarna will send you your invoice by email as soon as your order has been shipped. Please be sure to pay attention to the billing deadline stated on your invoice. Klarna invoices are due 14 days after you receive your invoice. 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 just returned one or more items and the end of the invoice deadline is approaching, we recommend that you register the return in the Klarna portal. If you have any questions , Klarna customer service will be happy to help you.

 

If you still received a reminder even though you had 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 the amount for items that you returned but have already paid for. Please wait for the updated invoice to confirm that the return has been received. You can then expect around 2-5 more banking days until the amount is back in your account.

If you have any further questions about your Klarna invoice, please contact Klarna customer service directly.

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

Please be sure to have a shipping receipt issued when you return the item. You can use the return number on your receipt to keep an eye on 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 until we receive your return.


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


If you have not received confirmation of your return from us after the applicable returns and processing period, please contact our customer service team at hello@asphaltgold.com . So that we can process your request immediately, please provide us with the order number.

CAN I EXCHANGE ITEMS?

If you would like to exchange an item, we ask you to place a new order in our online shop and return the item you have already received. The money will be refunded the same way it reached us.

Can I also return my order at the store?

You are also welcome to return your order to our store. This saves transport costs and protects the environment. You can find us at the following address:

 

Ludwigsplatz 8a

64283 Darmstadt

 

Monday-Saturday

11 a.m. to 7 p.m