returns

  • return
    How does the right of withdrawal work?
    If you are not 100% satisfied with your recent purchase, you may return unopened and unused products (including gift sets) in their original condition within 14 days of receiving your order for a full refund.

    How does the return work?
    Please note that all products must be returned in their original packaging and used items cannot be returned. If you are not satisfied with your product, please feel free to contact us. We will surely find a solution.

    Returns without a customer account

    If you do not have a My-smell customer account, click on "Returns" in the footer of our website. Enter your email address and your order number and click OK. If it is possible to return the selected order, you can proceed with the next steps described above. However, if you receive the message "The return period for your order has expired", we regret to inform you that it is no longer possible to return the selected order.

    Returns with a customer account

    If you want to return one of your products, you can do so within 60 days. Simply log in to your customer account and click on "Returns". Here you will see a list of orders that are eligible for return.

    1. Click on the order you want to return, select the relevant products and indicate the reason for the return. After clicking "Confirm", you will be redirected to the shipping label.


    2 Click on "Print label" and fill out the shipping label with your address. When you're done, just click on Next. You can now print out the shipping label under "Open and print PDF". Please stick it on the package that you are sending back to us. Alternatively, you can show the QR code provided by DHL on your smartphone at Deutsche Post branches to print out the sticker on site.

    IMPORTANT: Remove all old shipping labels and barcodes from used boxes.

    If you have received a defective or damaged product, please indicate the reason "07 Product is damaged" or "08 Product is damaged". You will be asked to send a photo of the product so that we can check it for damage or defects.

    If you need further assistance with your return, please contact our helpdesk and state "contact@my-smell.de" as the reason for contacting us. Please note that express shipping costs are non-refundable for returns.



  • When will I receive my refund?
    Your refund will be released once your return has been inspected and processed. This process can take up to 30 days after the goods have been received at the warehouse. Even if the tracking shows that your package was successfully delivered to our warehouse, this does not mean that the refund will be immediate. The amount will be refunded to the payment method used for the purchase. Please note: If you paid for your order with a gift voucher, we will refund the amount used to the voucher code. You can then redeem it again on your next order.

    If you have returned something and have not received a refund from us after 14 days of receiving the item, please contact us and have your tracking number ready. " contact@my-smell.de ".

    Can I exchange an item?
    Unfortunately, for technical reasons, we are unable to exchange goods. However, you can return the unwanted item to us for a refund. You can then place a new order with the desired item.

    Can I return two orders in one package?
    Unfortunately not, you will need to return your orders separately. For each order you wish to return, follow the "How does the return work?" section of the process outlined. We will provide you with a shipping label for each returned order. Follow our guidelines so we can process your return, refund or reimbursement faster