Would you like to return only part of your order or the entire order? Depending on the delivery country, you can easily register your return via our Returns Portal or organise the return shipment yourself.
Orders from Germany
You can register your return via our Returns Portal.
- Open our Returns Portal.
- Enter your order number and the email address you used when placing the order.
- Select the items you would like to return.
- Select the reason for the return and your preferred refund method.
- Follow the further instructions in the portal. At the end, you will receive your return label, if one is provided for your return.
Please note: You are generally responsible for the return shipping costs, which will be deducted from your refund if you use our return label. If you received an incorrect or defective item, our responsible team will review your case and may provide you with a return label.
Can I use a different shipping provider?
Yes, you can also send your return with a shipping provider of your choice instead of using the return label offered in the returns portal.
If you organise the return shipment yourself, please follow the instructions for returns from the other countries (see below). Customs documents are generally not required for returns within the EU.
Orders from other countries
If you are returning your order from a country outside Germany, you must organise the return shipment yourself with a shipping provider of your choice.
Please follow these steps:
Register your return via our Returns Portal. To do so, enter your order number and the email address you used when placing the order. Then select the items you would like to return, as well as the reason for the return and your preferred refund method.
- Fill out our returns form and enclose it with your parcel so that we can assign your return.
- Also fill out the customs information form and attach it clearly visibly to the outside of the parcel.
- Make sure that you cover all customs and tax costs incurred for importing the goods into Germany (Incoterm: DDP).
Send your return to the following address:
FAMILY&MONEY GmbH
Hertzstraße 1
71083 Herrenberg
Germany
Please note that your return must comply with our return conditions:
You must return the items to us within 14 days of notifying us of your cancellation.
The items must be returned unworn, without signs of use and with all original tags.
You are responsible for the direct costs of the return shipment unless otherwise agreed.
For more information, please visit our Returns Page.