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Please note the store's opening hours. Shipping daily MON-FRI!
Please note the store's opening hours. Shipping daily MON-FRI!

Right of withdrawal

Here you will find answers to the most important questions regarding returns. Note that returns with the Return form have to be registered. 

How do I return items?

    • You can find it here Return form. but be sure to read the terms and conditions below first. 
      Please note that items that are not registered via the form will not be refunded. 

Which items can I return? 

  • There is no general right to exchange and return. The return depends on the type of product. Ask any questions before you buy and clarify whether the product meets your needs. 
  • Products must be sent within 7 days of purchase via the Return form be registered. The return must then be made within a further 7 days.

    However, there are products that we do not take back (see below)
  • Products must be in new, unused condition. Soiled and worn items are excluded from hygienic. 
  • The original packaging must be intact and all labels/price tags must be present. 

We do NOT take back the following products:

    • face paintfarben/cosmetic products*
    • party wigs
    • Seasonal products such as Halloween, Christmas, Carnival,...
    • Unpacked books/DVDs
    • Downloads (PDF, videos, video links)
    • Vouchers
    • Discounted items/sale items
    • Articles that are marked accordingly in the online shop
    • Magic items (The secret is an integral part of the product, also digital instructions/links)

*) Make-upfarben can be exchanged for another directly in our shop within 14 days of receipt Farbe of the same product can be exchanged. An exchange is by post not is possible. 

The product is defective, what now?

If a product arrives damaged or faulty, we offer free exchanges. If no replacement is possible, we will refund the amount. 

We will provide you with a pre-paid return label for the exchange. Report the product via the Return form  

I received the wrong product?

We make every effort to avoid mistakes. If you have received the wrong item, please contact us immediately. We'll get you the right item as soon as possible. 

Use this to log in return form. We will provide you with a pre-paid return label for the exchange.  

How is a return refunded?

Returns will be made in the form of a Shop Credit Reimbursed. It takes place NO cash refunds or refund. 

At "Purchase on invoice" we ask you to pay the invoice for the full amount on time. You will receive a shop credit for the refunded amount. 

Shipping costs are non-refundable. For products with "free shipping" we charge CHF 9.50 for the shipping of returns.

How do I return products?

Fill out return form out of. You will receive an email with the information and the address for the return. 

Please do not return any products without first waiting for our email. Unannounced returns and items for which the 14-day notice and return period has expired will be returned without exception no longer accepted. 

Unauthorized returns will be kept for 12 months and then disposed of.  

How quickly are returns processed?

We usually process returns within a week. Once the return has been inspected, you will receive confirmation and an online credit for the amount of your return. 

I still have an open question....

You are welcome to contact us at any time by email or telephone. We're here for you.