Returns and frequently asked questions

Without prejudice to your statutory right of withdrawal, we grant you a contractual right of exchange.

FREQUENT QUESTIONS

Can I return goods from my order?
You have the right to return the goods within 14 days without giving any reason (see right of withdrawal).

Are returns within Germany free of charge?
Returns within Germany are free of charge as long as they are handled by the parcel service provider (DHL, Hermes or GLS) that was selected for shipping during the ordering process (see General Terms and Conditions).

Are returns from abroad free of charge?
The costs for returns from abroad are borne by the buyer (see General Terms and Conditions).

What do I have to bear in mind when returning goods from Switzerland?
Returns from Switzerland must be clearly marked as a return of goods (reexport) in order to be able to apply for a refund of import duties.

How does an exchange work?
An exchange only works within Germany. The returned goods must be identical in price to the newly requested goods. Please note your exchange request in the return package. The exchange will be created in our system after receipt of the return and the items requested in the exchange will be sent to you free of charge (see General Terms and Conditions).

What happens when I return goods?
If you return the goods, we will issue you a credit note and refund the corresponding amount to your account or deduct it from your invoice - depending on the selected payment method (see right of withdrawal).

How do I make a return?
In the package you will find a return label from the sender (DHL, GLS or Hermes). Please affix this label to the return package so that it is clearly visible. If you use our shipping box, please make sure that the original shipping label is completely covered by the returns label.
Parcels with a Hermes label can be returned to a Hermes shop (https://winstest.de/hermes), parcels with a GLS label to a GLS shop (https://winstest.de/gls) and parcels with a DHL label to a DHL shop, a post office or a packing station (https://winstest.de/dhl)

I cannot find a return label in my parcel
Every parcel should contain a return label from the relevant sender. If you no longer have one, simply send us an e-mail to the following address info@winshape.de. Please click here for the e-mail address. We will be happy to send you a new label as a PDF for you to print out.

Straight exchange
This means that the returned item must be identical in price to the newly requested item. Remaining amounts can neither be debited nor refunded.

Complaint
Please send us the item to be returned, stating the nature of the complaint and your personal details. The item will be checked by our trained staff. We will then contact you. If our parcel label is no longer available, please contact us and we will send you a new one so that the return of the complaint is free of charge for you.

Ordering online does not work
You can also place your order by e-mail or telephone. We need the following information:

Item name, colour and size
Billing and delivery address
Date of birth and telephone number
E-mail address
Desired payment method (we offer prepayment, purchase on account, direct debit and cash on delivery)
Desired parcel service (DHL, GLS or Hermes)

For a direct debit order we need your account details, for a cash on delivery order we charge an additional 4,90€ cash on delivery fee.
After placing your order you will automatically receive an order confirmation with all relevant data.

Availability by phone
We are also available by phone for all your requests. You can reach us at +49 (0)228 36033411. Our office is open Mon-Fri from 8:30 to 16:30.

If you call outside our office hours, you can leave us a message. We will be happy to call you back.