Frequently Asked Questions
Return and Exchange
What do I have to consider when ordering from abroad (outside Germany)?

We deliver to all EU countries as well as to Switzerland, Norway, Great Britain and Ireland. For deliveries to these countries shipping costs apply, you can find out more here.

Please note that for orders with delivery country outside the EU and their returns possible additional costs such as customs & handling fees and taxes are to be borne by the buyer. Please check with your local customs office before placing an order.

For any taxes already paid, refunds may be requested in the case of a return from the buyer. As a proof for your return as well as our refund serves the cancellation invoice, which you receive from us after completion of the return. Please contact the responsible customs office in your country for the exact processing.

 

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How can I return ordered items?

Customer satisfaction is very important to us, so we offer you the option of return shipping and refund within 14 days of receipt of the goods. Please note that the return policy only applies to unworn, unwashed and perfect items.

Register your return by indicating the order number and your email address in the online returns portal at www.retourenportal.com/lanius

As soon as we have received your return, you will receive an e-mail confirming receipt of the return and, after the return has been checked, you will be refunded the corresponding amount - according to the payment method you have chosen

Detailed information on how to process your return can be found HERE

Return within Germany

Customer satisfaction is very important to us, so we offer free returns within 14 days of receipt of goods in Germany. Please note that the right of return only applies to unworn, unwashed and flawless items.

Register your return by stating the order number and your email address in the online returns portal at www.retourenportal.com/lanius and you will then receive the DHL label as a download and by email.

If you are unable to print out the label yourself, there is a QR code on the DHL return label. Show this QR code on your smartphone at a DHL branch, a DHL parcel store, a DHL delivery agent or at a DHL packing station. DHL will print out the label for you.

We ask for your understanding that shipments returned to us freight collect cannot be accepted. You will be responsible for the immediate cost of returning the goods if you do not follow our returns procedure listed above.

If you have any questions or need assistance, please feel free to contact us by email shop@lanius.com or by phone on weekdays between 09:00 and 17:00; phone: +49 (0)221- 801118480.

 

Return from abroad

Customer satisfaction is very important to us, so we offer you the option of return shipping and refund within 14 days of receipt of the goods. Please note that the right of return only applies to unworn, unwashed and perfect items.

We cannot provide a free DHL return label for returns from abroad. Please understand that the direct cost of returning the goods, as well as any customs and handling fees from abroad, must be paid by the customer.

The address for the return shipment is:

OneWorldLogistics GmbH

Ettore-Bugatti-Strasse 39 - 41

51149 Cologne

 

And this is how it works:

Register your return by entering the order number and your emails address in the online return portal at www.retourenportal.com/lanius. 

Put the articles into the package. Mark the package clearly as RETURNSHIPMENT. This is especially important in case of customs clearance! Incorrectly marked packages may be detained by customs and incur further processing charges. Collection from customs or payment of the costs incurred as a result cannot be covered by LANIUS.

Please arrange for a registered return so that your package can be tracked via a tracking number in the event of loss.

Once we have received your return, you will receive an email confirming receipt of the return and after reviewing the return, you will be refunded the appropriate amount - according to your chosen payment method.

If you have any questions or need assistance, please feel free to contact us by email shop@lanius.com or by phone on weekdays between 09:00 and 17:00; phone: +49 (0)221- 801118480.

For more information about your return, please click HERE.

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Returns within Germany

Customer satisfaction is very important to us, so we offer free returns within 14 days of receipt of goods in Germany. Please note that the right of return only applies to unworn, unwashed and flawless items.

Register your return by stating the order number and your email address in the online returns portal at www.retourenportal.com/lanius and you will then receive the DHL label as a download and by email.

If you are unable to print out the label yourself, there is a QR code on the DHL return label. Show this QR code on your smartphone at a DHL branch, a DHL parcel store, a DHL delivery agent or at a DHL packing station. DHL will print out the label for you.

For more information about your return, please click HERE.

We ask for your understanding that shipments returned to us freight collect cannot be accepted. You will be responsible for the immediate cost of returning the goods if you do not follow our returns procedure listed above.

If you have any questions or need assistance, please feel free to contact us by email shop@lanius.com or by phone on weekdays between 09:00 and 17:00; phone: +49 (0)221- 801118480.

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Returns from abroad

Customer satisfaction is very important to us, so we offer you the option of return shipping and refund within 14 days of receipt of the goods. Please note that the right of return only applies to unworn, unwashed and perfect items.

We cannot provide a free DHL return label for returns from abroad. Please understand that the direct cost of returning the goods, as well as any customs and handling fees from abroad, must be paid by the customer.

 

The address for the return shipment is:

OneWorldLogistics GmbH

Ettore-Bugatti-Strasse 39 - 41

51149 Cologne

 

And this is how it works:

Register your return by entering the order number and your emails address in the online return portal at www.retourenportal.com/lanius

Put the articles into the package. Mark the package clearly as RETURNSHIPMENT. This is especially important in case of customs clearance! Incorrectly marked packages may be detained by customs and incur further processing charges. Collection from customs or payment of the costs incurred as a result cannot be covered by LANIUS.

Please arrange for a registered return so that your package can be tracked via a tracking number in the event of loss.

Once we have received your return, you will receive an email confirming receipt of the return and after reviewing the return, you will be refunded the appropriate amount - according to your chosen payment method.

If you have any questions or need assistance, please feel free to contact us by email shop@lanius.com or by phone on weekdays between 09:00 and 17:00; phone: +49 (0)221- 801118480.

For more information about your return, please click HERE.

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How can I exchange the LANIUS pieces?

We will gladly exchange items of your order in a different size, color or in another article in the same goods value for orders within Germany. If you order from another country than Germany or the desired item is more expensive than the item returned, please order again.

Please let us know by phone, +49 (0) 221- 801118480 or email shop@lanius.com which item you would like to receive as a replacement and we will reserve it in case of availability until receipt of your return. For return please use our return service.

Please note that the return is only valid for unused, unwashed and faultless items.

 Unfortunately, we cannot offer an exchange on a billing basis for foreign shipments.

DE: In the event of a change, the desired replacement article will be shipped free of charge, if available, within Germany.

EU / Switzerland: Please understand that we will not be able to deliver spare parts delivered abroad.

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How and when will I receive my refund after the return?

As soon as your return has been received, you will receive a confirmation by e-mail. After checking the return the corresponding amount will be refunded - according to the payment method chosen by you. After successful reimbursement, you will receive information by e-mail. Please note that processing and refunds can take up to 14 days.

Payment: The credit will be refunded to the bank account used for the payment. It can take up to 5 business days before the credit is available on the account.

Immediate transfer: The credit note is reimbursed to the bank account used for the payment. It can take up to 5 business days before the credit is available on the account.

Credit card: The credit card is rebooked to the credit card account charged to the payment. The rebooking is available on the next credit card bill. The reimbursement is dependent on the respective credit institutions.

PayPal: The credit is credited to the PayPal account used for payment. Whether the amount deposited on the PayPal account as a credit balance or is backed up to your bank account depends on the individual settings of your PayPal account.

Gift voucher: The refund will be paid as credit to your LANIUS customer account or in the form of a new coupon code adapted to the return amount. A cash payment of the credit is unfortunately not possible.

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How can I revoke an order?

We hope, of course, that you are satisfied with our products and have a lot of fun. Should it nevertheless be the case that you want to send back something, then the legal right of revocation applies. You can return unused, unwashed and faultless goods within 14 days without giving reasons.

Please inform us in writing or by telephone about your cancellation request.

Click here for our sample revocation form

Click here for our contact form

E-mail shop@lanius.com
Fax: +49 (0) 221-801118416
Phone: +49 (0) 221- 801118480

Please also refer to the detailed information on the right of revocation in our General Terms and Conditions under item 11. Revocation right and item 12. Consequences of the revocation.

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How can I revoke goods?

Your item is defective or damaged? We're sorry. In the event of a complaint, please inform us by using the contact form, by telephone +49 (0) 221- 801118480 or email shop@lanius.com about the defect. Thus, we can make a first estimation and discuss the further process. To simplify and speed up the process, please keep order number and/or customer number ready.

Please understand that we can only accept complaints which were purchased at the LANIUS Onlineshop. For  LANIUS items bought at stores, please contact your local retailer.

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