You can return your unused items within 30 days from the moment of delivery free of charge.
Need to make a return? Follow the link below to create your return online and request a return code or label.
Yes, if you have several orders shipped by Zalando you can send them back to us in one parcel.
You can start the return process for each order, pack all items in one box, and use any of the generated return codes or print-at-home return labels for the return.
If you want to return Zalando and Partner items, please put them into separate parcels. You can identify Partner items in the order overview in your customer account, marked as “Sold by a Partner”.
You’ll receive your refund within 14 days of handing your parcel to the carrier.
We’ll send you an email confirmation as soon as your return is processed by our return center.
The refund is always issued to the original payment method used for your order. Depending on your bank and how you chose to pay, it may take a few extra days for the refund to appear in your account.
You’ll receive your refund to the payment method that you used to pay for your order.
When you return goods purchased with a gift card, the credit will be added to your account, and you can use it on future orders. Gift card total cannot be exchanged for cash.
For more information on how our refunds work with our other payment methods, please refer to the related articles below.
If your order included items from Khan and our Partners, you’ll receive your refunds separately at different times.
If you ordered using our express delivery service, in the case of returns, the fee will not be included in the refund.
When will I receive my refund?
How do I pay my invoice?
How do I pay by SEPA direct debit?
What happens to my gift card following a return?
We said bye to paper return labels!
We are always striving to make your shopping experience better! This is why you may no longer find the return label or the delivery slip in your parcel.
Don’t worry. You can easily return your order. Create the return online in your account to get a return code or print a return label.
Simply show the return code to the carrier when you drop off your return parcel at a parcel locker (Packstation) or drop off point. The carrier will print the return label and attach it to your return parcel.
No, that is not necessary. Our return process is designed so that the logistics centre will process the refund for the items in the returned box.
Yes, if you have several orders shipped by Khan, you can send them back to us in one parcel.
If you want to return Khan and Partner items, please put them into separate parcels. You can identify Partner items in the order overview in your customer account, marked as “Sold by a Partner”.
If you’ve already registered your return online and received a return code, simply go to the “Returns” page in your account. Click on “Items don’t fit in one box” and get an additional return code.
H ow can I return my order?
How do I return items using a return code?
We are sorry that your item has arrived damaged or defective.
Click on the “Submit a claim here” button below and provide us with all relevant information so that we can resolve your issue as soon as possible.
Important note: Only use this button to report a damaged or defective item.
No, unfortunately it’s not possible for us to send you a replacement. If you would still like the item, please just place a new order. You will find a link directly to the product in the “Orders” section of your account. If the item is sold out – click “Notify me” on the product page and we’ll let you know when it’s available again.
Yes, you can. If you have several orders shipped by Khan you can send them back to us in one parcel.
Select all items that you wish to return together in the online returns flow, pack them together in one box, and use one of the generated return codes or return labels for the return.
If you’ve already registered your return online and received a return code, simply go to the “Returns” page in your account. Click on “Items don’t fit in one box” and get an additional return code.
Unfortunately this is not possible. Partner items need to be returned directly to the partner. Please return Khan and Partner items in separate parcels. Partner items are marked with “Sold by a Partner” in the order overview in your customer account.
How can I return my order?
What can I do if I do not have a return label?
Unfortunately, we don’t offer exchanges, only refunds.
With our free return policy you have 30 days from the date of delivery to return your unused items.
You can return your original order for a full refund and place a new order.
How can I return my order?
You can return unused items within 30 days free of charge.
All returned items must be in their original condition (unworn and with the labels still attached) for a return to be accepted. Trying on an item doesn’t count as it being worn.
How can I return my order?
How do I return a beauty item?
How do I return dangerous goods?
You can return your Partner items within 30 days, free of charge.
Please send the item back to the Partner. Just use the enclosed return label to send back your items.
Yes, you can return the items together.
If you need a new return label, you can download this from your account. If the label isn’t available to download, please contact our customer care team who will request the return label from the partner for you.
You will receive your refund within 14 days of handing over the parcel to the return carrier. Please make sure to keep the return receipt from the carrier until you have received your refund.
You can find the return code in the “Returns” section of your account.
You will find the option to create a return code in the return flow in your account. If you complete the return flow without creating a return code, you will not be able to create one later.
If the items you wish to return don’t fit in a single package, you can generate an additional return code on the same page by clicking on the “Items don’t fit in one box” link.
Please show the return code to the carrier when you drop off your return parcel. The carrier will print the return label and attach it to your return parcel.
You can find the QR code and the return label under “Your Returns” in your account.
You can return unused items that are sold and shipped by a store within 30 days free of charge. Please return items sold and shipped by a store in a separate parcel then Khan items.
If you do not have a return label please reach out to our customer service.
You will receive your refund within 14 days after you handed over the return parcel to the carrier. Please make sure to keep the return receipt from the carrier until you have received your refund.
Our 30-day free returns policy also applies to second hand items purchased at Zalando. Please note that the returned items must be in the same condition as you received them in.
Please generate a return code or return label through your account to make sure your return is free and sent to the right address.
Pack your items in the original package and generate a return code to send back your items. Make sure to cover up or remove the original delivery barcode on the box.
Drop off your parcel at a DHL or Hermes location of your choice.
Keep your receipt from the courier until your refund has been processed.
Receive your refund within 14 days after you handed over the return parcel to the carrier.
We’re sorry if you’ve received an item you did not order.
Our returns process is simple. You can make a free return within 30 days of delivery for a refund.
Please initiate your return by clicking on the “Return items” button. Just make sure to choose the reason “I received the wrong item” from the available return reasons.
If you still want the article, just go ahead and place a new order. If you have already paid for the item, you will receive a refund within 14 days of the return being handed over to the carrier.
How can I return my order?
How will I receive my refund?
How do I place an order?
What if an item is out of stock?
Please note that for hygiene reasons, we can only accept returns and provide a refund for beauty items that are unopened (seals unbroken / not removed) and unused. Beauty articles must be returned in their original packaging, including all wrapping, instructions, and accessories.
Some beauty items, such as aerosols or alcohol-based products like perfumes, may be classified as dangerous goods. Please see our FAQ page How do I return dangerous goods? for more information on how to return these items safely.
To return a dangerous goods item, such as certain cosmetics or shoe care products, please use the original parcel with the marking.
This parcel meets regulations’ requirements for material and markings, minimising potential hazards for our staff and you.
We would like to inform you that we have to recall an item that you purchased on Khan.
It is our top priority to make sure that you only receive high quality goods when you shop on Khan and we are very sorry for the inconvenience caused. Should an item not meet our quality standards for any reason, we will proactively send an email in which we inform our customers about this.
Depending on the item or quality defect, we might ask you to return the item to us. We will also let you know should a return exceptionally not be required.
Our email to you will contain all relevant information. Please make sure to read the instructions in the email carefully, as the return and refund process for recalled items is different from the usual return process at Khan.
If we ask you to return the item, our email will have a link to create a return label which is different from the return label or return code that can be generated through your account. Please use the new label for returning the recalled item and send it back to us. Please also send the affected item back separately from any other items.
You will of course be fully refunded for the recalled item. If there is no other information in our email, this will happen as soon as we have received your return.
Depending on the payment method or how long ago you purchased the item, we might ask you to reach out to our customer care via our usual contact channels.
