Returns

How can I return an item?

We grant a 30-day money-back guarantee on any item you buy at Lilienthal Berlin - no hassles, no questions asked! The return slip must be requested via email (service@lilienthal.berlin) and must include either the order, delivery, or invoice number. You will then receive an email containing a link to print out the return label. Simply attach the return label to the package and return it to the address provided. Please be aware that you will be responsible for paying the return shipping costs. The purchase amount for the returned item will be automatically reimbursed to the relevant payment account that you have used for the purchase.

 

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

Please take note of the process described above regarding returns. Briefly tell us the reason for your complaint via email (service@lilienthal.berlin), and let us know if you would like to exchange the item or be reimbursed. To ensure a fast exchange of your item, we recommend placing a new order (subject to availability) through our online shop using an instant payment method, such as credit card or PayPal. 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 product 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 account. Unfortunately in this case, settlements will not be accepted, the two processes will be regarded as separate purchases.

 

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