We only refund the items that have been received and processed at our returns department.
For this reason, you may initially receive only a partial refund if not all of the items you returned were received or recorded in our warehouse.
Part of my return was exchanged for another size
If you requested an exchange for the same model in a different size, the item will be replaced on a 1:1 basis and shipped to you as a replacement order.
In this case, only the item(s) without an exchange request will be refunded, as the exchanged item has already been replaced with a new shipment.
When will I receive my refund confirmation?
As soon as your return has been processed, you will automatically receive a refund confirmation by email.
These notifications are generally sent once a day at approximately 5:00 a.m. Central European Time (CET/CEST).
If your return was processed during the day, you will usually receive the confirmation email the following morning.
What should I do if I returned more items?
If you returned additional items in the same parcel but they were not refunded, please contact our customer service team at shop@giesswein.com.
To allow us to start an investigation with the shipping provider, we require a sworn statement confirming which items were included in your return.
Please also provide:
- Your order number
- The affected items
- The return date
- Your return receipt or tracking number
- If available, photos of the packed return parcel
Once we have received all the necessary information, we will carefully review your case and, if required, initiate an investigation with the responsible shipping provider.
💚 We are happy to assist you in locating the missing item(s) and finding the best possible solution.