If you're not completely satisfied with your online or in-store purchase, you can return it within 14 days, as long as the items are unworn, unwashed, and in their original, resalable condition.

To ensure a smooth returns process, please follow the steps below, and don't hesitate to reach out if you have any questions. Please note that the cost of the returns label is not covered by Merz b. Schwanen.

Please note that we currently do not offer direct exchanges due to system limitations and stock handling—simply return your item and place a new order for the desired size or style.

Step 1

Please complete the return form on the back of the delivery note by providing the following details:

• Your order number (it starts with "SO...")
• The items you wish to return
• The reason for returning the items

Step 2

Place the items, unworn and in their original packaging, along with the completed returns form, into the package.

Step 3

Visibly attach the commercial invoice to the outer packaging of your parcel and ensure that the 'Returned Goods' option is ticked on the customs declaration form.

Step 4

Register your return here. Once you register the return you can send the return back to our online warehouse using a returns label. For efficient processing, please ensure the return is handled via DHL Express. Using a different carrier may lead to delays and additional costs.

Thank you! We will be sure to process your return within 14 days. 

The refund will be issued to the original payment method and may take up to 7-10 business days to appear in your account. Please note that the initial shipping costs for returns are non-refundable.
The costs for the return are the same amount as the initial shipping costs and are subtracted from the refund total.

Additionally, returns that are not pre-registered in advance may require longer processing times.

For further information, please read our Terms & Conditions.