We offer free returns only for orders with a shipping address within Germany. Outside of Germany you have to pay the shipping costs yourself and can choose a shipping company of your choice (except DPD). You are responsible until the package has been delivered to us. Please send us your unworn, originally packed goods in a stamped parcel to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Pfungstadt, Germany
You can register your return and create a return label or QR code for orders within germany via your customer account or here. Please note that for orders outside Germany you will need to purchase your own label from a shipping service provider of your choice.
We only offer free returns for orders with a shipping address within Germany. Outside of Germany you have to pay the shipping costs yourself and can choose a shipping company of your choice (except DPD). You are responsible until the package has been delivered to us. Please send us your unworn, originally packed goods in a stamped parcel to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Pfungstadt, Germany
You can register your return and create a return label or QR code for orders within germany via your customer account or here. Please note that for orders outside Germany you will need to purchase your own label from a shipping service provider of your choice.
customer service
Phone: +49 (0)6151 - 62 92 10
Fax: +49 (0)6151 - 62 92 121
e-mail: hello@asphaltgold.com
Service hours:
Monday - Friday
09:00 - 16:00 (E-Mail)
customer service
Phone: +49 (0)6151 - 62 92 10
Fax: +49 (0)6151 - 62 92 121
e-mail: hello@asphaltgold.com
Service hours:
Monday - Friday
09:00 - 16:00(by e-mail)
In principle, you can return all items to us that do not fit or that you like. However, please make sure that the items are unworn and in their original packaging. For sealed items, the seal must also be intact. Some items cannot be returned for hygiene reasons.
Please note that we can only take back items that were purchased as part of a bundle if they are returned unworn, in their original packaging and complete in the entire bundle. As we are currently in a bundle test phase, it is unfortunately not possible to return individual items from the bundle.
The return costs within Germany depend on the order value:
Yes, there are charges for returns outside Germany. International returns are generally subject to charges and fees vary by country.
Please note that we do not provide a returns label for returns from abroad. However, returns can be registered via our returns portal. The shipping costs must be paid by the customer.
The returns period is 14 days and begins as soon as you have received your order. You can find more information in our TERMS AND CONDITIONS.
Returns within the 14-day return period are free of charge for orders with a shipping address in Germany from a value of 40 euros.
You can register your return and obtain a DHL return label in your customer account or here here: https://asphaltgold.returnsportal.online/
Please enter your order number and the zip code of your shipping address or the e-mail address used to place the order and then select the items you would like to return. You will then receive a separate email with a QR code, which you can simply scan at DHL and hand in your parcel. If required, you can also print out the return label yourself. We can only provide one free return label per order. You can also create a label for orders under 40 euros, but this is subject to a charge and the amount will be deducted from your refund. After receiving your return, we need 2-10 working days to process it.
Ask for a proof of posting when you hand in your return and keep it until your return has been confirmed. Returned items should be sent back to us in their original condition and packaging. If you are in the area, you can of course also return items purchased online to our store in Darmstadt. The refund will then be made the next working day in the same way that your payment reached us.
Return address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Pfungstadt, Germany
Please report your return here here.
We only offer free returns for orders with a shipping address in Germany. Therefore, you have to pay the shipping costs yourself and can choose a shipping company of your choice - but we recommend insured shipping. Until the package has been delivered to us, it is your responsibility. Please stamp and send us your unworn, originally packed goods in the package to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Once the goods have been received and checked by our returns department, we will refund your money (excluding return shipping costs) within 2-10 days using the same method as it reached us. For an exchange, please place a separate order.
We only offer free returns for orders with a shipping address in Germany. Therefore, you have to pay the shipping costs yourself and can choose a shipping company of your choice (except DPD) - but we recommend insured shipping.
Important: International returns require a completed customs declaration stating that it is a return. This must be attached to the outside of the parcel together with the invoice. Until the package has been delivered to us, it is your responsibility. Asphaltgold will not be liable for any customs charges or additional costs incurred due to inadequate declaration.
Please stamp and send us your unworn, originally packed goods in the package to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Once the goods have been received and checked by our returns department, we will refund your money (excluding return shipping costs) in the same way it reached us. For an exchange, please place a separate order.
If you want to return some or all of the items in your order to us, please allow up to a few working days (excluding weekends and public holidays) for your return to arrive back at our warehouse and be processed. We will send you a confirmation email as soon as we have received your return.
Klarna will send you your invoice by email as soon as your order has been dispatched. Please note the invoice deadline stated on your invoice. Klarna invoices are due 14 days after you have received your invoice. Your statutory right of withdrawal and the Asphaltgold returns policy remain unaffected by this deadline. You only pay for the items you actually keep.
If you have just returned one or more items and the end of the invoice period is approaching, we recommend that you register the return in the Klarna portal. If you have any questions, Klarna customer service will be happy to help you.
If you have received a reminder even though you have already returned your items or order:
If the payment deadline date on the invoice has passed, Klarna will automatically send you a reminder. In this case, please contact Klarna customer service directly.
If you are waiting for a refund:
Klarna will automatically refund the amount for items that you have returned but already paid for. To do this, please wait for the updated invoice confirming that the return has been received. After that, you can expect another 2-5 banking days until the amount is back in your account.
If you have any further questions about your Klarna invoice, please contact Klarna customer service directly.
Please make sure you get a proof of delivery when you hand in your return. You can use the return number on your receipt to keep an eye on the current status of your return.
Please allow several working days from Germany and up to 14 working days (excluding weekends and public holidays) from abroad for your return to reach us.
We will send you a confirmation email as soon as our returns department has checked and processed the returned goods. This may take 2 - 10 working days after arrival of your return, depending on the volume. Your money will then be refunded in the same way it reached us - so depending on the payment method, it may take an additional 2-3 working days for the refund to reach you. If you paid with Klarna, your invoice will be canceled or adjusted.
If you have not received confirmation of your return from us after the respective return and processing period, please contact our customer service team at hello@asphaltgold.com. Please provide us with the order number so that we can process your request immediately.
If you would like to exchange an item, please place a new order in our online store and return the item you have already received. The money will be refunded the same way it reached us.
You are also welcome to return your order to our store. This saves transportation costs and protects the environment. You can find us at the following address:
Ludwigsplatz 8a
64283 Darmstadt
Monday-Saturday
11 am - 7 pm
