Q: I don't have the returns label anymore. How do I get a new one?

<span data-sheets-value='{"1":2,"2":"You can find your returns label in the package that was sent to you. If you cant find it anymore, you can simply send the returns parcel without a return label to us at the address below. More details on how to return an order can be found here: >>How can I return my order?<<\n\n\nReturns address:\n\nAsendia Germany GmbH\nAbout You\nPostfach 44 62\n53244 Bonn\nGermany\n\n\nIn case of questions you can reach out to us via our contactform at aboutyou.com/h/contact and we will be happy to assist you.\n"}' data-sheets-userformat='{"2":4522,"4":{"1":2,"2":9684093},"6":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"8":{"1":[{"1":2,"2":0,"5":{"1":2,"2":0}},{"1":0,"2":0,"3":3},{"1":1,"2":0,"4":1}]},"10":2,"11":4,"15":"Arial"}'>You can find your returns label in the package that was sent to you. If you cant find it anymore, you can simply send the returns parcel without a return label to us at the address below. More details on how to return an order can be found here: >>How can I return my order?<< Returns address: Asendia Germany GmbH About You Postfach 44 62 53244 Bonn Germany In case of questions you can reach out to us via our contactform at aboutyou.com/h/contact and we will be happy to assist you.

Q: Do I receive a confirmation email when my return package has arrived?

Yes. You will receive a confirmation email from us once we have received your return package.

Question 1

How can I return my order?

Accepted Answer

To return an order there are simple steps:

1. Get the package ready: Please use ideally the same packaging that the goods were received in. You have received a return label and a return document with your package. In the return document, you can mark which and ho w many items are being returned. You can place this return document inside the parcel along with the items to be returned. The return label can be stuck outside the box. Please add your name and address to the sender field, this helps with smooth customs and refunds processing, and voila! You return package is ready.

2. Ship it to us: Now, head to any nearest international courier, and ship the return goods to the address mentioned on the return label. The label is not pre-paid and hence you will be charged by the international courier for the returns. Please collect a valid proof of shipment of returns.

3. Items are on their way to us: Then the international courier sends the return parcel to our return address. Please note that About You cannot track these parcels, and in case of delays or questions please reach out to the international courier.

4. Items are received in our returns facility: Once items arrive in the returns warehouse, we inspect them, and then process your refund. The refund is done only via the same payment method and it might take a couple of weeks for the refund money to show up in your account.
Note: If you dont have the return label anymore, please contact our customer services via the contact form on aboutyou.com/h/contact and they can assist you with the address for returns.

Question 2

How long does it usually take for the reimbursement to take place?

Accepted Answer

As soon as the return package has arrived and has been examined by us, we'll initiate the reimbursement process within 14 days via the respective payment method.

Question 3

Is a direct replacement of the returned item possible?

Accepted Answer

Unfortunately, a direct exchange of the returned item is not possible. We will refund the order value through the same payment method that the order was paid with as soon as the package has arrived and been examined. Simply order the item again.

Question 4

Is your return not shown in the order overview?

Accepted Answer

After you have sent the return parcel to us, please wait a couple of weeks for the parcel to arrive in our Returns facility. We will then process the refund.
Since the return is made via another company, please get in touch with them to track the return parcel until it arrives to the return location mentioned on the return label.

Question 5

What happens to my returns after I send them back to you?

Accepted Answer

After you've packaged up your return in its original packaging and have handed it over to any international shipping courier with the returns label, it goes on a journey to our returns warehouse. Please note that the label is not pre-paid. The process once it arrives goes like this:

1) Returns are first unpacked and inspected, and your refund is automatically triggered,

2) Anything that needs fixing or cleaning is done onsite,

3) Lastly, items are packaged up again to be resold. For any products that are too damaged to be resold, these items are then passed onto our partners to be recycled. We care about our planet and our part in it.

Question 6

What can I do if my item has been damaged during the shipping process?

Accepted Answer

In case an item that has been delivered by us does not match your expectation in any way, you can return it by using the return slip, stating the reason for return. All relevant information concerning returns can be found under »How do I ship a return order?«.

Question 7

Where can I drop off my return package?

Accepted Answer

A return can be dropped off at any Israel Post office. To find the one closest to you, please click here.

Question 8

Do I have to pay for a return?

Accepted Answer

Yes, since the return parcel is shipped by any international courier in your location, you will be covering the return shipping costs. As soon as the parcel arrives in the returns warehouse, we will refund only the product price to you via the same payment method that was used by you to make the payment. We provide you a voucher upon receiving the return to make up for any return related efforts on your side.

Question 9

How much time do I have to return items?

Accepted Answer

You have a total of 30 days to return your items after receiving them. More information regarding the right of cancellation at ABOUT YOU can be found in our terms and conditions.

Question 10

I don't have the returns label anymore. How do I get a new one?

Accepted Answer

You can find your returns label in the package that was sent to you. If you cant find it anymore, you can simply send the returns parcel without a return label to us at the address below. More details on how to return an order can be found here: >>How can I return my order?<<

Returns address:

Asendia Germany GmbH
About You
Postfach 44 62
53244 Bonn
Germany

In case of questions you can reach out to us via our contactform at aboutyou.com/h/contact and we will be happy to assist you.

Question 11

Do I receive a confirmation email when my return package has arrived?

Accepted Answer

Yes. You will receive a confirmation email from us once we have received your return package.

Question 12

How will I be reimbursed?

Accepted Answer

You will be refunded through the same payment method you chose for the purchase. In case of a card payment, we will refund the amount to your card account. For payment via PayPal, the refund will be made to your Pay Pal account.

Question 13

Which address should I send the return package to?

Accepted Answer

The return shipping address is already printed on the returns label, which is included in every order package. In the event there is no returns label, you can send the returns parcel to the below address:
Returns address:

Asendia Germany GmbH
About You
Postfach 44 62
53244 Bonn
Germany

More details on how to return an order can be found here: >>How can I return my order?<<
In case of questions you can reach out to us via our contactform at aboutyou.com/h/contact and we will be happy to assist you.

Question 14

What do I have to consider when returning items that are marked as dangerous goods?

Accepted Answer

Products from the "Beauty" category can be labeled as dangerous goods. If such products are included in your shipment, you can recognize this by the dangerous goods diamond on the packaging (see below).

Of course, these items can be returned like all others. Make sure, however, that they must be sent back to us exactly the way you received them. Refunds can only be made for new and unused items.

Please note the following:

Packaging

For the return, please use the exact packaging in which you received the product. Mailers are not suitable. If your packaging is damaged or has already been disposed, please use new, high-quality packaging.

Package labeling

Make sure that all stickers required to identify dangerous goods are clearly visible. Do not tape over them. If you are not sure, stick the dangerous goods diamond on one side of the package and the liquid arrows on two opposite sides:

Labelling Image
Hazardous substance diamond
The black corners must be at the bottom and top. The size must be at least 10x10cm. If the package is smaller, the marking may be reduced to 5x5cm.

Liquid arrows
Two labels on the opposite, vertical sides of the package are sufficient for each shipping package. The direction of the arrow must point upwards.

Packing

Pack liquids or gas containers with the opening facing up. Provide sufficient padding (e.g. previous padding or newspaper) to ensure that the products are securely packaged and cannot move. Also check that all products are tightly closed so that no liquids can leak out - if necessary, you should glue them together.

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