Have you already returned your order to GIESSWEIN and are still waiting for your return to be processed or for your refund?
Please note: It can take 7–21 business days from the date you hand over your parcel until the return is fully processed.
As soon as your return has been processed, you will receive a confirmation by email. 🍀
Important information for returns from Switzerland, the UK and the USA
🌍 Returns from the following countries must be registered online before shipping:
- 🇨🇭 Switzerland / CH
- 🇬🇧 United Kingdom / UK
- 🇺🇸 USA / United States / US
➡️ Register an international return
Please select all items you would like to return in the returns portal and then use the return label provided there.
Only items that have been registered online as a return in advance can be correctly assigned and refunded.
As Switzerland, the UK and the USA are outside the EU, additional return and customs information is required for international returns.
⚠️ Please never send a return from Switzerland, the UK or the USA to GIESSWEIN without registering it online first.
Without prior registration, processing and refunding your return may be significantly delayed because the parcel cannot be correctly assigned and checked.
How long does it take to process my return?
Processing a return can take 7–21 business days from the date the parcel is handed over.
This period includes:
- transport of the return
- arrival at the returns center or collection warehouse
- assignment of the return
- inspection of the returned items
- processing of the refund
Please allow us this processing time.
My tracking shows “delivered” – why has my return not yet been processed?
The tracking status “delivered” means that the parcel has arrived at the responsible returns center or collection warehouse.
The return must then still be:
- assigned to your order
- registered
- inspected
- processed
Therefore, there may be some time between the tracking status showing “delivered” and the actual processing of your return.
The total processing time can be 7–21 business days from the date you handed over the parcel.
When will I receive my money back?
As soon as your return has been received, checked and processed, the refund will automatically be issued via the original payment method.
You will receive a confirmation email once the return has been processed.
Depending on your payment provider, it may take a little longer for the refund to appear in your account.
I sent my return less than 21 business days ago – what should I do?
If fewer than 21 business days have passed since you handed over your return, it is still within the normal processing period.
You do not need to contact us separately during this time.
As soon as your return has been processed, you will automatically receive an email.
My return has been in transit or unprocessed for more than 21 business days – what can I do?
If more than 21 business days have passed since you handed over your return and you have not yet received a refund confirmation, please contact our Customer Service team.
Please send us:
- 📄 your order number
- 📦 your return receipt, including the return tracking number
- 📸 alternatively, a clear photo of the return receipt
➡️ Contact GIESSWEIN Customer Service
We will then be happy to check the status of your return.
Return from Switzerland, the UK or the USA?
Please also check whether you registered your return in advance via our returns portal:
Online registration is mandatory for returns from Switzerland, the UK and the USA.
I am receiving Klarna reminders or payment notices even though I returned my order – what can I do?
This information applies to customers in Germany and Austria who paid with Klarna.
Klarna Pay Later is available at GIESSWEIN for orders from Germany and Austria.
If you paid with Klarna and your return is still being processed:
- ➡️ Please also register the return directly with Klarna.
- ⏸️ This allows Klarna to take the return into account and pause the outstanding payment while your return is being processed.
- ✅ As soon as GIESSWEIN has processed your return, the corresponding credit will be sent to Klarna.
- 📱 If you have already received a payment reminder or notice, please also check the status directly in your Klarna account or Klarna app.
If you have an outstanding Klarna invoice, please do not simply wait for the return to be processed. Register the return with Klarna as well.
Do I need to inform GIESSWEIN after handing over my return?
Returns within the EU
No.
If you have correctly handed over your return using the intended return label, you do not need to notify us separately.
Please keep your return receipt until your return has been fully processed and the refund has been completed.
Returns from Switzerland, the UK or the USA
These returns must be registered online in advance:
Please also keep your return receipt until the refund has been completed.
Why does processing my return take time?
After you send your return, the parcel goes through several steps:
- 📦 Transport of the return
- 🌱 Arrival at the returns center or collection warehouse and consolidated shipping processes
- 🔎 Assignment, registration and inspection of the returned items
- ✅ Processing of the return
- 💳 Issuing the refund
- 📧 Confirmation by email
Therefore, processing may still take some time even if the tracking already shows “delivered”.
How do I know that my return has been processed?
As soon as processing is complete, you will receive a confirmation email.
Refund notifications are often sent in the early morning hours.
The refund will be issued via the original payment method.
What should I do if I am waiting for my refund?
Less than 21 business days since handing over the parcel
✅ Please allow a little more time.
Your return is still within the regular processing period of 7–21 business days.
More than 21 business days since handing over the parcel
➡️ Please contact our Customer Service team.
Please provide:
- your order number
- your return receipt
- the tracking number of your return
Return from Switzerland, the UK or the USA
🌍 Please check whether your return was registered online in advance:
➡️ Register an international return
Prior online registration is mandatory for returns from these countries.
Klarna payment – Germany & Austria
➡️ Please also register the return directly with Klarna if your invoice is still open or you are receiving payment reminders.
💡 Tip: Keep your return receipt until you have received confirmation that your return has been processed.