Shipping, complaints and returns

Shipment

If the items you ordered are not all available in stock, we will wait until we can ship your order in full.

We ship our orders to the EU, Switzerland, Canada and the USA.

We ship climate-friendly with DHL GoGreen:

Shipping to	Shipment- flat rate	Delivery time**
EN	€4.99	1-3 workdays
EU/Europe*	€15.99	3-7 working days
USA / CAN*	40,-€ (up to 5kg)	Approximately 25 business days
USA / CAN*	60,-€ (5-10kg)	Approximately 25 business days

* For deliveries to NON-EU countries, additional taxes, customs duties and fees may apply, which you as the customer must pay.
** Deviations caused by the shipping service provider are possible.

exchange

If you need your order in a different size , we will be happy to exchange your ordered goods for the correct size within 30 days of receipt. The prerequisite for a size exchange is of course that the goods are unused and in perfect condition:

• Please completely fill out the return form that was included with your invoice
• Enclose the printed return slip with your return shipment
• The customer must provide sufficient postage for the return shipment.
• We will send you a replacement delivery free of charge.

Return

If you want to return your order, please send your order back to us within 30 days. The prerequisite is that the goods are unused and in perfect condition.

• Please completely fill out the return form that was included with your invoice
• Enclose the printed return slip with your return shipment
• Also include a copy of the invoice with your return
• The customer must provide sufficient postage for the return
• Your order will be refunded once the goods have arrived and been inspected

Please note that we neither accept returns nor exchange goods that show signs of wear. If your returned goods show signs of wear, we reserve the right to refuse to accept the return or to withhold part of the refund price.

claim

If there is a complaint about your unused goods, please write us an email to service@theoundemma.com stating the order and invoice number. Please describe your complaint and include a photo with your email that will help you clearly identify your complaint.

We will contact you immediately and find a satisfactory solution together.