Returns & Refunds

How can I return an article?

You can send or return the goods to us free of charge within 14 days of receipt. To do this, simply log into your Knixmax account. You can see all of the items you have ordered under my orders. Select the respective item that you would like to return with a tick and please state the reason for your return. With the confirmation of the return notification, you will then receive a return sticker for your package and can print it out. Depending on the shipping partner selected for delivery, you can then hand in your package at the respective ParcelShop / post office:

Returns via DHL:
• Please note that you can only return goods to us with DHL that were also sent to you with DHL.
• The goods must be returned to us undamaged in the original packaging. Be sure to enclose the return slip.
• You can return your parcel in one of several thousand post offices, 2,500 packing stations or 1,000 parcel boxes. You can find the address and opening times of the acceptance points here.

Returns for guest orders:
If you ordered as a guest, you can arrange your return here. Of course, the return shipping is free of charge for you too.
Simply register with your order number (enter without "#", you can find the order number in the order confirmation that you received from us by email) and the email address with which you completed the order .
Under "Request a return" you can see all the items in your order. Select the item you want to return with a tick and state the reason for your return. With the confirmation of the return notification, you will then receive a return sticker for your package and can print it out. Depending on the shipping partner, you can then hand in your package in the respective parcel shop / post office. As soon as we have received the return, you will receive a confirmation from us by email. 
 

What do I have to consider when sending a return?

Please note the following for the return:
• Please send the items in their original packaging if possible.
• In order to be able to process your return as quickly as possible, we ask you to enclose the return slip.
• Parcels sent freight collect (parcels that are not franked) cannot be accepted by Knixmax and will be returned to you at your expense.
• Important: keep the consignor's posting receipt until the purchase price has been reimbursed.
• If you have any complaints or discrepancies, please contact our Knixmax customer service immediately on + 49 (0) 89-31605186 (Mon. - Fri. 8:00 a.m. to 8:00 p.m., Sat. 9:00 a.m. to 6:00 p.m.) ), by email at info@deichmann.com or via the contact form.
• These are only recommendations on our part; this does not affect your statutory right of withdrawal.

 

How do I find out whether the return has arrived?

As soon as the goods have arrived and booked, we will inform you.
 

Will the shipping costs be reimbursed for a return?

You will only be reimbursed for the shipping costs if you return your order in full. In the case of partial returns (you have ordered several items and only keep one of them, for example), only the amount of the returned goods will be refunded. The shipping costs remain.

Do I bear the cost of the return?

We generally offer you the return of articles free of charge. Please always report a return via DHL in your Knixmax account or with our customer service on + 49 (0) 89-31605186 (Mon. - Fri. 8:00 a.m. to 8:00 p.m., Sat. 9:00 a.m. to 6:00 p.m. Clock), by email at service@knixmax.de or via the contact form so that we can provide you with the return sticker for free return shipping.
 

How can I exchange an item? 

In our online shop, we cannot automatically offset amounts with one another, so a direct exchange is unfortunately not possible. However, you can choose to send the unwanted items back to us and place a new order.

How and when do I get my money back?

*** Unfortunately, it is currently taking a little longer to check and credit the returns. We ask for apology.***

Returns via our shipping partner DHL: If the goods are received by us, the purchase price will be reimbursed to you after the return booking has been made. The average processing time is 14 days after the return has been received.

Your payment will always be refunded based on the payment option that you used for the respective order.
Payment with credit card: The amount will be credited to your credit card.
Payment by PayPal: The amount will be credited to your PayPal account. With PayPal you then have the option of keeping the money as credit in your PayPal account or transferring it to your bank account.
Payment via immidate transfer: The amount will be refunded to your bank account.
Payment by cash on delivery and by Giropay: Please provide us with your bank details on the return form so that we can make a transfer here as well. Please note that if you pay by cash on delivery, we will not reimburse the cash on delivery fee (€ 4.50) incurred.
Payment by gift voucher: If you have paid with a gift card or cash on delivery, please give us your desired bank details on the return slip. The amount will then be transferred to your account.
 

How can I make a complaint about an item?

Your item is defective or damaged?
We very much regret that! We would be happy to check your complaint. Please do not send the article back to us yet, but call + 49 (0) 89-31605186 (Mon. - Fri. 8:00 a.m. to 8:00 p.m., Sat. 9:00 a.m. to 6:00 p.m.) , by email (service@knixmax.de) or via the contact form with our customer service.

To process the complaint, we need the following information from you:
• Order number and article number
• A brief description of the defect and how it came about.
• Tip: If you write to us by e-mail, we would also be happy to take a photo of the damaged item.
 

How can I cancel my purchase?

You can find all details about the cancellation and return conditions in our general terms and conditions under the item "Cancellation Policy".
 

Can I return multiple orders together?

As complications and mix-ups can arise when different orders are returned together in one outer box, we ask that you refrain from sending multiple orders back mixed up. Therefore, please only send back the items from one order in one package.
 

I received a damaged package, what should I do?

Was a damaged package delivered to you?
We are very sorry about that, we hope that the items you ordered have arrived intact and complete despite the package damage.
If only the package was damaged and you still want to return something from your order, you can simply use a packaging of your choice for the return shipment.
For the return, please use the free return sticker, which you can request in your Knixmax account, so the return is free of charge for you. Please contact us at + 49 (0) 89-31605186 (Mon. - Fri. 8:00 a.m. to 8:00 p.m., Sat. 9:00 a.m. to 6:00 p.m.), by email (service @ knixmax .de) or via the contact form at our customer service.
 

How long can I return an item?

At Knixmax you have 14 days after receiving your order to send items back to us. Further information on the right of withdrawal at Knixmax can be found in our General Terms and Conditions (GTC).
 

Where can I find the return slip & return sticker?

Please contact us at + 49 (0) 89-31605186 (Mon. - Fri. 8:00 a.m. to 8:00 p.m., Sat. 9:00 a.m. to 6:00 p.m.), by email (service @ knixmax .de) or via the contact form at our customer service. Here you can register your return and print out the return sticker for your package. With our return sticker, the return is free of charge for you. 

You can find the return slip required to return an item in the package. If this is no longer available, you can call it easily and free of charge by calling + 49 (0) 89-31605186 (Mon. - Fri. 8:00 a.m. to 8:00 p.m., Sat. 9:00 a.m. to 6:00 p.m.: 00 a.m.), by email at service@knixmax.de or via the contact form request.