Exchange
Exchange Conditions
We offer you the possibility to exchange your order as part of a voluntary goodwill policy. An exchange is only possible within fourteen days after receipt of the goods. The decisive factor for meeting the deadline is the day the goods are received by the customer.
Registration of the Exchange
An exchange must be registered exclusively via our returns portal: Returns Portal.
Customer service processes your request within 12–24 hours. Please note that inquiries via Instagram or other social media channels cannot be considered for organizational reasons. Contact is only possible via our official returns portal or by email at info@edelturke.de.
Return Address for the Exchange
The goods must be properly packed and sent to the following address after registering the exchange:
Fulfillment Center
Adlerstraße 32
45307 Essen
Germany
Please note: Returns to our business address in Krefeld cannot be processed. Returns to addresses other than the one mentioned above will not be accepted. We expressly reserve the right to refuse acceptance of such shipments. A refund is excluded in these cases.
Return Shipping Costs
• For returns within Germany, we provide you with a free DHL return label. This will be sent to you by email after processing your request.
• For returns from abroad, you bear the return shipping costs yourself. Unpaid shipments cannot be accepted.
Condition of Goods for an Exchange
A refund as part of an exchange is only made upon return of flawless, unworn, unused, and originally packaged goods in a fully resalable condition. This necessarily includes that all tags and especially hangtags (tags/labels/hangtags) remain unchanged and undamaged on the goods.
Items with signs of use, dirt, or missing/removed tags are excluded from exchange. Non-flawless returns will be sent back to you at your expense.
Process of Exchange / New Order
A direct exchange in the sense of an item-for-item swap is not possible organizationally. Please order the desired item anew in our online shop in parallel.
As soon as your return has arrived at the fulfillment center, it will be checked. If the goods meet the above conditions, we will refund the purchase amount to the payment method used when ordering.
Deadline for the Refund
The refund does not take place immediately after delivery of the return, but only after successful inspection at the fulfillment center. This inspection process can take up to 7 working days. The refund is only initiated after confirmation.
Summary of Steps for an Exchange
1. Register the exchange via our returns portal within 14 days after receipt of the goods.
2. Send the goods to the return address after registration
(Germany: free DHL label, abroad: return at your own expense).
3. Order the desired item anew in the online shop in parallel.
4. After successful inspection, the refund will be made to your original payment method.