Would you like to cancel or withdraw from your GIESSWEIN order and are unsure how to proceed?
Here we explain your options clearly and simply, as well as what you need to do next. 😊
Can I cancel or change my order immediately after placing it?
For online orders placed via www.giesswein.com, you have 60 minutes after completing your order to make changes or cancel it yourself.
After placing your order, you will receive an order confirmation by email. This email contains the relevant option to cancel your order.
Please note: After the 60-minute period has expired, you can no longer cancel the order yourself.
If your order has already been processed or shipped, you can return the goods after receiving them in accordance with our applicable return and withdrawal conditions. Alternatively, you can refuse delivery, in which case the products will be returned to us.
I would like to withdraw from my order – what do I need to do?
You may have already received your order or sent us a message such as:
“I hereby withdraw from the contract concluded by me for the purchase of the following goods …”
No problem. There is no specific wording required to exercise your right of withdrawal.
If you wish to exercise your statutory right of withdrawal, you must clearly inform us within the applicable withdrawal period that you wish to withdraw from the contract.
You can do this, for example, by email.
How long do I have to withdraw?
The statutory withdrawal period is 14 days from the day on which you, or a third party designated by you, receive the goods.
In addition, GIESSWEIN offers a 365-day satisfaction guarantee. This means that even after the statutory withdrawal period has expired, a return may still be possible subject to the terms and conditions of our satisfaction guarantee.
What do I need to do after withdrawing?
Once you have informed us of your withdrawal, the relevant items must be returned to us.
The easiest way to arrange your return is via our GIESSWEIN Returns Portal:
There you can register your return and create the appropriate return label.
Please use the return label provided by GIESSWEIN for your return.
When will I receive my refund after withdrawing?
Once you have exercised your right of withdrawal, please return the goods you received within the applicable period.
Please keep your proof of postage / receipt showing the tracking number in a safe place.
The refund may generally be withheld until we have received the goods back or until you provide appropriate proof that you have returned them – whichever occurs first.
Please note: The option to cancel your order yourself within 60 minutes of completing your purchase is independent of your statutory right of withdrawal.
If the 60-minute cancellation period has expired and your order has already been shipped, you can still exercise your right of withdrawal in accordance with the applicable conditions, provided that a right of withdrawal exists. 📦
Do I need to wait for confirmation of my withdrawal?
No. You do not need to wait for separate approval of your return from our Customer Service team.
If you have already clearly informed us of your withdrawal, you can arrange your return directly via our Returns Portal and send the goods back within the applicable period.
Do I need to contact Customer Service again?
If you have already clearly informed us of your withdrawal and registered your return correctly, you generally do not need to contact our Customer Service team again.
Please contact us if:
- you are unable to create a return label,
- your order cannot be found in the Returns Portal,
- you have questions about individual items or your return, or
- you experience a problem with your return.
We will, of course, be happy to assist you. 😊
Important: Keep your proof of postage / return receipt 📄
After handing over your return, please keep the proof of postage or receipt showing the tracking number until your return has been fully processed and your refund has been confirmed.
The tracking number allows the shipment to be traced if necessary.
In short
Just placed your order?
Within 60 minutes, you can cancel your online order yourself using the relevant option in your order confirmation.
Have the 60 minutes already expired?
You can no longer cancel the order yourself. Once you receive the goods, you can use the applicable return or withdrawal options.
Already informed us of your withdrawal?
You do not need to wait for separate approval. Register your return at www.giesswein.com/return, send the goods back and keep your proof of postage / return receipt. 📦