Returns, Refunds & Complaints
Returns
Have you changed your mind? Your satisfaction is our top priority. If the size does not fit or you do not like the product, you can of course return the goods to us at any time within the return period of 14 days and cancel your order. Of course, the goods must not have been worn or damaged beforehand.
RETURNS PORTAL
Our postal address:
Der Fellhof VertriebsGmbH
Eisenstrasse 1
5322 Hof near Salzburg
Austria
IMPORTANT: A return delivery note, invoice or contact details with order number/e-mail/name must always be enclosed with the parcel. Order number/email/name must always be enclosed with the package. Otherwise we will not be able to allocate the return.
Easy Item exchange: send it back and order a new one!
Would you like to exchange a product? Please send it back, and order a new one. This is shortening the return process, and you will receive your new item much faster. The money for your return will also be returned to you immediately.
Important note: Please make sure that the goods are unworn and that all labels are still attached when returning the goods.
Our customer service is always happy to answer any questions you may have:
- Mondays - Thursdays : 9.00 a.m. - 4.00 p.m.
Fridays: 9.00 a.m. - 12.00 p.m.
- Phone: +43 (0)6229 36770-50
- E-Mail: shop@fellhof.com
This is how the return works?
- You have a customer account?
Log in and call up the order from which you want to return the product. There you can state the reason for your return and print out the free return label for the post office and the return note. Please note that this service is only available for customers with a delivery address in Germany and Austria. IMPORTANT: Please enclose the return note and delivery note with your return parcel.
- You have ordered as a guest?
You can register your return in the returns portal. Simply enter your 6-digit order number (you will find this in your email order confirmation) and the email address you used to place the order. Please also let us know the reason for the return. You will then receive a return note and a free return label to print out. It is currently only possible to register your return in the returns portal for customers with a delivery address in Germany and Austria. IMPORTANT: Please enclose the return note and delivery note with your return parcel.
RETURNS PORTAL
You can then hand in your parcel at the nearest post office or postal partner branch.
Returns from other countries must be organised by the customer. In this case, the return is at the customer's expense. Please note that we do not accept any liability for returns organised by the customer and cannot make any enquiries.
Our postal address:
Der Fellhof VertriebsGmbH
Eisenstrasse 1
5322 Hof near Salzburg
Austria
IMPORTANT: A return delivery note, invoice or contact details with order number/e-mail/name must always be enclosed with the parcel. Order number/email/name must always be enclosed with the package. Otherwise we will not be able to allocate the return.
* For returns outside the EU, such as from UK, customs duties may be incurred, which are to be borne by the customer.
Refund
As soon as we have received your returned parcel, we will arrange for the money to be transferred back to your account if the goods have already been paid for.
Complaints
Does your product have a defect? For optimal processing, please email us to shop@fellhof.com. Briefly describe the situation and ideally enclose a photo of the defect on the product. Our customer service will get back to you immediately.
