Refund policy
Cancellation policy
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the last goods.
To exercise your right of withdrawal, you must send us
Name
Papa Lobster GmbH
Your address
Papa Lobster GmbH
Im Weller 29
D-90482 Nuremberg
Phone number
+49 911 89 31 11 34
E-mail
retoure@papalobster.com
of your decision to withdraw from this contract by an unequivocal statement (e.g. via our returns portal, a letter sent by post, fax or e-mail). You can use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.
You must return or hand over the goods to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired. You shall bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Cancellation form for download
Information on returns | exchanges
Would you like to return or exchange goods or report a defect?
You can return all items without giving a reason within 14 days via our practical returns portal, provided they are unused and in perfect condition. Please test the items carefully so that there are no signs of use and return the goods in their original packaging if possible. There is no right of return for worn or washed textile items.
As soon as we have received and processed the return shipment, we will initiate the refund.
If you wish to exchange individual items from your order, you will receive a free shipping code so that you can place an exchange order easily and independently at www.papalobster.de.
We want to provide first-class service even in exceptional cases, which is why we ask you to notify us directly of any returns, exchanges or complaints via the self-explanatory:
--> PAPA LOBSTER returns portal - simply click and be redirected through
- You can log in using your order number and the e-mail address (or zip code) you used when ordering.
- Please state the items you wish to return and/or exchange, with the reason for the return and, if applicable, a specific exchange request.
- In the case of a desired partial exchange of individual items from your order, we will send you a shipping code for orders within Germany so that the shipping for your exchange order is free of charge.
This enables you and us to process your order quickly.
You can also access the returns portal via your customer account.
Guide to returns shipping
► 1. pack the items you want to return and/or exchange securely so that they are not damaged in transit after you have processed them in the returns portal.
► 2. label the shipment with your order number or print out the return slip and enclose it with the return shipment so that the return can be processed quickly and correctly.
► 3. purchase your return label online via the DHL Online Franking link for shipping from Germany, which you can obtain via the returns portal, or via another shipping service provider of your choice and according to your country.
Our returns address, which is already stored in DHL Online Franking:
PAPA LOBSTER GmbH
Im Weller 29
90482 Nuremberg
Germany
► 4. print out the return label and stick it on the parcel containing the return items. Cover or remove older shipping labels.
► 5. hand over the parcel to DHL/German Post (DE) or an appropriate shipping service provider in your country.
6. track your return to make sure we receive it.
► 7. as soon as we have received and processed the return shipment, we will initiate the refund.
EXCHANGE
A: Complete exchange of your order
1.for a complete exchange of your entire order, please simply and independently place a new order at www.papalobster.de -> This way you will receive the desired items as quickly as possible.
2. Register your return in the returns portal, select "Return option: Refund" and send us your return shipment to receive the refund.
3. If you have time, you can also wait until we have refunded the amount of the return and then place the new order.
B: Partial exchange of individual items from your order
1. For a partial exchange return of individual items from your order, register your return in the returns portal and select "Return option: Exchange":
2. After registering the exchange return in the returns portal, we will send you a shipping code for orders within Germany in a personal e-mail so that the shipping for your exchange order to be made is free of charge.
3. Place your exchange order easily and independently at www.papalobster.de by entering the free shipping code at checkout. You can also add other items in addition to the desired exchange items.
4. The exchange order can be placed immediately after receiving the free shipping code so that the desired item arrives as quickly as possible. If you have time, you can also wait until we have refunded the amount of the return and then place the exchange order.
---> Please place your exchange order promptly so that the validity of the code does not expire.
REFUND
Once the return has been received and checked, the refund will be made as quickly as possible. As a rule, refunds are made within 10 working days. At peak times, processing may be delayed, so please be patient.
Unfortunately, for technical reasons, it is not possible to offer an exchange procedure in which items and orders are offset against each other. Payment must be received for every order (including exchanges) and refunds will be issued after every return.
Complaints, claims and questions
Although we compile, check and pack orders very carefully, incorrect deliveries may occur in individual cases. In this case and for all other questions, please contact our customer support team:
E-mail: retoure@papalobster.com