Returns | Exchange

Would you like to return or exchange goods or report a defect?

You can return all items without giving a reason within 14 days via our practical returns portal, provided they are unused and in perfect condition. Please test the items carefully so that there are no signs of use and return the goods in their original packaging if possible. There is no right of return for worn or washed textile items.

As soon as we have received and processed the return shipment, we will initiate the refund.

If you wish to exchange individual items from your order, you will receive a free shipping code so that you can place an exchange order easily and independently at www.papalobster.de on your own.

We want to provide first-class service even in exceptional cases, which is why we ask you to notify us directly of any returns, exchanges or complaints using the self-explanatory:

--> PAPA LOBSTER returns portal - simply click on it and be redirected

• You can log in using your order number and the e-mail address (or zip code) you used when ordering.
• Please state the items you wish to return and/or exchange, with the reason for the return and, if applicable, a specific exchange request.
• In the case of a desired partial exchange of individual items from your order, we will send you a shipping code for orders within Germany so that the shipping for your exchange order is free of charge.

This enables you and us to process your order quickly.

You can also access the returns portal via your customer account.

Guide to returns shipping

► 1. pack the items you want to return and/or exchange securely so that they are not damaged in transit after you have processed them in the returns portal.

► 2. label the shipment with your order number or print out the return slip and enclose it with the return shipment so that the return can be processed quickly and correctly.

► 3. purchase your return label online via the DHL Online Franking link for shipping from Germany, which you can obtain via the returns portal, or via another shipping service provider of your choice and according to your country*.

Our returns address, which is already stored in DHL Online Franking:

PAPA LOBSTER GmbH

Im Weller 29

90482 Nuremberg

Germany

► 4. print out the return label and stick it on the parcel containing the return items. Cover or remove older shipping labels.

► 5. hand over the parcel to DHL/German Post (DE) or an appropriate shipping service provider in your country*.

6. track your return to make sure we receive it.

► 7. as soon as we have received and processed the return shipment, we will initiate the refund.

*Important for non-EU countries:

In the case of a return shipment from a non-EU country, e.g. Switzerland, which is subject to customs clearance, you assume responsibility for proper export from your country. Unfortunately, we cannot help if the customs process is not carried out correctly, e.g. incomplete documents and incorrect information that hinder the import in Germany. You may then have to declare and send the return shipment again for customs clearance.

EXCHANGE

A: Complete exchange of your order

1. for a complete exchange of your entire order, please simply and independently place a new order at www.papalobster.de -> This way you will receive the desired items as quickly as possible.

2. register your return in the returns portal, select "Return option: Refund" and send us your return shipment to receive the refund.

3. if you have time, you can also wait until we have refunded you the amount of the return and then place the new order.

B: Partial exchange of individual items from your order

1. for a partial exchange return of individual items from your order, register your return in the returns portal and select "Return option: Exchange":

2. we will send you a shipping code for orders within Germany in a personal e-mail after registering the exchange return in the returns portal, so that the shipping for your exchange order to be made is free of charge.

3. place your exchange order at www.papalobster.de simply and independently by entering the free shipping code at checkout. You are also welcome to add other items in addition to the desired exchange items.

4. the exchange order can be placed immediately after receiving the free shipping code so that the desired item arrives as quickly as possible. If you have time, you can also wait until we have refunded you the amount of the return and then place the exchange order.
---> Please place your exchange order promptly so that the validity of the code does not expire.

REFUND

Once the return has been received and checked, the refund will be made as quickly as possible. As a rule, refunds are made within 10 working days. At peak times, processing may be delayed, so please be patient.

Unfortunately, for technical reasons, it is not possible to offer an exchange procedure in which items and orders are offset against each other. Payment must be received for every order (including exchanges) and refunds will be made after every return.

Complaints, claims and questions

Although we compile, check and pack orders very carefully, incorrect deliveries may occur in individual cases. In this case and for all other questions, please contact our customer support team:

E-mail: retoure@papalobster.com