Returns

 

How can I return an item?

We offer free, insured return of products. The cancellation period is 30 days after receipt of the product. The return slip should be requested by email (service@lilienthal.berlin) indicating the order, delivery, or invoice number. You will then receive an email containing a link to print out the return label. You can simply attach the return label to the package and return it to us free of charge via Deutsche Post (DHL). If you have not received a return label, please check your spam folder and make sure that the email address you provided when placing your order is correct. Please also include a note indicating the order, delivery, or invoice number when returning your product. If you have not already notified us of the return in advance by email, please include the cancellation form with your return. In the case of direct debit, credit card, PayPal, instant transfer (Sofortüberweisung), or Giropay payment methods, the purchase amount for the returned item is automatically reimbursed to the relevant payment method. In the case of advance payment, we will need your bank details in order to reimburse the amount to your account.

 

How is an item exchanged in the case of a defect or incorrect order?

Please take note of the process described above regarding returns. Please briefly tell us the reason for your complaint by email (service@lilienthal.berlinor in a note, and let us know if we can exchange the item or reimburse your payment. To ensure a fast exchange of your watch, we recommend placing a new order (subject to availability) through our online shop using an instant payment method, such as credit card, PayPal, instant transfer (Sofortüberweisung), or Giropay. In this case, when returning the product, please include a note indicating that you require a reimbursement, rather than an exchange. Your new order and your return will then be recorded and handled as two separate processes. Please note that the purchase amount for the returned item will be reimbursed to the corresponding payment method. Unfortunately, offsetting is not possible in this case

 

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