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Order & Return

Your return at VueLove.de

Here you can find out everything you need to know about returns and refunds.

Can I return products that I don't like at VueLove.com?
Of course you can! If you do not like a product you can simply inform us within 14 days after receipt of the goods about your cancellation - more info: here 

For uncomplicated returns within Germany and Austria you can use our returns portal. 

Return Portal Germany

Return Portal Austria

Please enter your order number in the field above for clear identification.
Repack the products completely in the original packaging and close the package carefully. 
After the goods have been returned to us and briefly checked by our VueLove.de service department, the amount will be refunded to the original payment method. The cost of the return is 4,99 € (Germany) / 8,99 € (Austria) per package and will be deducted from the amount to be refunded before the refund.  The use of the return form is optional and does not limit your right of withdrawal.

Why do I have to pay something for the return?
At VueLove.de, we want to pass on the best possible prices for our products to you. In order to be able to maintain this in the future, we have to charge a proportional flat rate for the effort of the return. This includes postage for the insured return transport, inspection in the service department, as well as storage in the shipping center.

Do I need a printer for the return?
The return works sustainably without a printer. You will receive a QR code that you can show at a DHL drop-off point.

How much do returns cost at VueLove.de?
The costs for the return are 4,99 € (Germany) / 8,99 € (Austria) per package. We refund the purchase price minus the costs for the return.

Do I also have to pay something for the return if there is damage under warranty/guarantee?
Of course, the return of goods damaged under warranty or guarantee is free of charge - but please contact our customer service before sending anything in.

What if my item(s) was damaged during delivery or I received the wrong item?
Of course, this should not happen in any case and we are very sorry if the VueLove.de delivery did not reach you in perfect condition.It is important that you check the goods immediately after you receive them, as you usually have to confirm that your order has been received in perfect condition by signing for it with our shipping partner. If you are not satisfied and you received a wrong or damaged item, please let our shipping partner know, refuse to accept it or contact us immediately within 14 days. Simply contact our customer service and send photos directly documenting the defect.

This also applies to incorrectly delivered items. We will then take care of everything else and either refund the purchase price or arrange for a new delivery.

Can I send my return freight collect or cash on delivery to VueLove.de?
Please use our returns portal for the return. Otherwise, we are entitled to deduct the costs incurred from the amount to be refunded.

How long will my refund take?
For security reasons, we can only issue refunds to the original payment method you used to place your order.
The refund for your order will usually be processed within 1 - 4 business days after the item has been received by the VueLove.com service department. We will inform you about all steps by mail.

I do not like an item and would like to exchange it for another color/size, for example.
Unfortunately, a direct exchange is not possible. You can return the item via our returns portal and reorder the matching item.

Your order at VueLove.de

Here we will answer all your questions about your order at VueLove.com. However, if something is unclear, you are welcome to contact our customer service.

Can I change my VueLove.de order?
Once you have placed your order, you can not change it.

Can I cancel my VueLove.de order?
Yes, as long as your order has not been processed in the logistics, you can cancel your order completely free of charge. Just contact our VueLove.com customer service. Please include the order number directly with your request. 

How long does it take until I receive my delivery?
If you order before 2pm, we usually ship the same day Mon-Fri. If you are in a hurry, you can select our "prioritized shipping" option in the shopping cart for a small extra charge. Your delivery will then be processed before all other orders. In addition, you can optionally book the DHL express delivery. If you order before 2pm, you will receive your shipment the next day.

Do I have to pay shipping costs at VueLove.de?
The standard shipping is free of charge within Germany as long as you reach the minimum order value of 49 €. Below that we charge pro rata shipping costs of 4,99 €. The shipment is always in an insured package with tracking. So you can be sure that your order will arrive safely.

An article is not in stock - can I still order it?
We want you to receive your order as soon as possible. Therefore it is only possible to order items that are in stock.