Everything you need to know about returns, refunds, and complaints
If an item does not meet your expectations, you can return your order to us within the designated return period. Returns from Germany are free of charge. For returns from other European Union countries, shipping costs are to be borne by the customer. Unfortunately, we cannot accept returns from countries outside the EU.
For us to process your return quickly and clearly, please include the fully completed return or exchange form that was included with your order.
Return Address
IW Vertriebs GmbH
Winterswicker Feld 4
47495 Rheinberg
Germany
How to reach us
Email:
shop@isabell-werth.de
Phone:
+49 (0) 151 200 556 38
Frequently Asked Questions
Within what period can I return my order?
You can return your order to us within 30 days of receiving the goods.
Do I have to pay for the return myself?
Within Germany, returns are free of charge for you. For returns from other EU countries, you bear the applicable shipping costs yourself. Returns from countries outside the European Union are not possible.
Which documents should be included in the return package?
Please include the fully completed return or exchange form with the shipment. This form is included in your original delivery.
How long does the refund take?
After receiving and checking your return, the refund is usually processed within one to two weeks via the originally used payment method.
What to do in case of a complaint?
In case of a damaged or faulty item, please contact our customer service before returning it. You can reach us by email at shop@isabell-werth.de or by phone at +49 (0) 151 200 556 38 . After reviewing the case, we will determine whether a repair, exchange, or refund is the appropriate solution.
