RETURNS
SIMPLE & HASSLE-FREE
RETURN IN THE ONLINE SHOP

First, fill out the enclosed return form and place it inside the package to ensure prompt processing. Please make sure the item is clean, undamaged, and that the original tag is still attached.

Whenever possible, pack the item in its original packaging and securely seal the parcel to prevent damage during transport. Then, attach the enclosed return label visibly on the outside of the package.

Drop off the parcel at a DHL post office, a Packstation, or a GLS parcel shop – returns are free of charge. Once received, your return will be inspected and processed.

CUSTOMER SERVICE

E-MAIL: hello@lloyd.com


 FREQUENTLY ASKED QUESTIONS ABOUT RETURNS

Where can I drop off my return?

Returning an item is only possible at DHL post offices/parcel lockers or GLS parcel stations/shops.


Can I also return my order in a store?
You also have the option to return online ordered items free of charge at any LLOYD Concept Store of your choice within Germany (Click & Return)*. Please include the completed return form in your package and stick the shipping label onto the package to be returned. In the store, you will receive a receipt for the returned goods. The refund will be credited to your original payment method.
*The LLOYD Concept Store Hannover is excluded from this service.

What are the costs of a return for me?

In case of a return, no additional costs will be charged if you use the return documents provided by us. Please always include the return form so that the return can be processed quickly.


How many days do I have to return my order?

You can return your order within 30 days from the invoice date.


What do I need to consider when preparing the return?
Please send the complete item with the label and make sure the item is not dirty or damaged. Include the return form with your return so that it can be processed as quickly as possible upon receipt. 
Of course, you want to try on the new shoes. Please only wear them on a soft and clean surface such as a carpet. If the shoes do not fit and you want to return them, they must be in perfect condition. Please understand that we can only accept returns if the goods are in a like-new, unworn, and clean condition.


Will I receive a notification once the returned item has been received by LLOYD?
As soon as we have processed your return, you will receive a return confirmation by email. Currently, no return receipt confirmation is sent. After the inspection is complete, the corresponding amount will be refunded to the original payment method. This can take 2-3 days. 


Can I exchange an item purchased in the online store?
An exchange of ordered items is technically not possible. You can return an ordered item and place a new order for the desired item.


How do I proceed with a complaint?
In case of a complaint, please contact our customer service directly via the contact form. Please include the purchase receipt and photos clearly showing the defect. If you purchased the product from one of our retail partners, please contact your contract partner directly to have your complaint examined within your consumer rights.


How and when is the refund made for a return or complaint?
Your money will be refunded using the same payment method you originally used. Once we have checked your return after receipt, the refund will be processed. Please note that this may take 2-3 working days. You will receive a return confirmation email once we have processed your return.


Where can I find my return form?
The return form and a return label are included with your shipment. If you no longer have the return documents, you can request them yourself via your customer account in the online shop. You can find the option under "Orders".
Alternatively, you can contact our customer service via the free service hotline 00800-1888 0000 (Mon - Fri: 08:00 - 18:00) or our contact form . 


Can I use a different shipping provider than DHL/GLS for the return?
If you want to use a shipping provider other than DHL/GLS, you must bear the resulting costs yourself.


Can I return items from different orders in one package?
Yes, you have the option to return items from different orders in one package.
Important for correct assignment and fastest possible processing of your return is that the return forms for all orders are included in the package.