Return

RETURN COMPLAINT
1. How do I return an item I bought from the Online Store?
2. Where can I drop off my return?
3. What are the costs of a return for me?
4. How many days do I have to return my order?
5. What do i have to consider when preparin the return?
6. Will be informed when the returned item has been received by LLOYD?
7. Can I exchange an item I bought from the online store?
8. How do I proceed with a complaint?
9. How and when are refunds made in the event of a return or complaint?
10. Where can I find my retrurn documents?
11. Can I also use another shipping service provider than DHL/GLS for the return?
12. Can I return items from different orders in one package?
RETURN & COMPLAINT
1. How do I return an item I bought from the Online Store?

The return form and a shipping label are enclosed to your parcel. Please put the completed return form into your parcel and affix the shipping label on the parcel to be returned. Simply hand in the parcel at your nearest post office. Shipping is free of charge for you. As soon as we have handled your parcel, we will send you further information about the refund.
You also have the option of returning the items you ordered online to a LLOYD Concept Store of your choice within Germany free of charge (Click & Return)*.  Please enclose the completed return form with your parcel and affix the shipping label to the parcel to be returned. If requested you will receive a receipt for the return of goods at the branch. Refunds will be credited to you using the original payment method used.
*The LLOYD Concept Store Hanover is excluded from this service.
2. Where can I drop off my return?

Returns can only be made at DHL branches/packing stations or GLS branches/packing stations.
3. What are the costs of a return for me?

In the event of a return of your goods, you will not incur any further costs while using the return documents we provide. In any case, please enclose the return note with your return so that the return can be recorded quickly. 
4. How many days do I have to return my order?

You can return your order within 30 days of the invoice date.
5. What do I have to consider when preparing the return?

Return the complete item with the label and make sure that the item is not soiled or damaged. Enclose the return slip with your return so that the return can be recorded quickly.
Of course you want to try on the products supplied.  However, please only try them on smoothly and on a soft and clean surface such as a carpet, not outside.  If the products do not fit and you wish to return them, they must be in perfect condition. Please understand that we can only accept returns of goods in new, unworn, and clean condition!
6. Will I be informed when the returned item has been received by LLOYD?

Once we have checked your return, you will receive a return confirmation by email. Once the check has been completed, the corresponding amount will be refunded to you. Please note that it may take 2-3 working days after receiving the return confirmation for the amount to be credited to your account. 
7. Can I exchange an item I bought from the online store?

Unfortunately, it is not technically possible to exchange ordered items. You can return an ordered item and order the desired item again. 
8. How do I proceed with a complaint?

In case of a complaint, please contact our customer service directly via the contact form.
Please also submit the proof of purchase and photos showing the defect.
If you have purchased the product from one of our trading partners, we ask you to contact your contractual partner directly in order to examine your complaint within the scope of your consumer rights.
9. How and when are refunds made in the event of a return or complaint?

Your money will be refunded via the same payment method you used to make your previous purchase. Once we have received and checked your return, the refund will be issued. Please note that once the refund has been triggered, it may take 2-3 working days for the amount to be credited to your account. You will receive an email when the refund has been issued. 
10. Where can I find my return documents?

The return documents are enclosed with your shipment. If you no longer have the return documents, please contact our customer service via our contact form or via the free service hotline 00800-1888 0000.
11. Can I also use another shipping service provider than DHL/GLS for the return?

If you use a shipping service provider other than DHL/GLS, you must bear the costs incurred yourself.
12. Can I return items from different orders in one package?

Yes, you have the option of returning items from different orders in one parcel.

It is important for the correct allocation and fastest possible processing of your return that the return slips for all orders are included in the parcel.