Outside of Germany, you are responsible for the shipping costs yourself and can choose a shipping company of your choice (except DPD). You are responsible for the return until the package is delivered to us. Please send us your unworn, original packaged item in a prepaid parcel to the following address :
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
To register your return and create a return label or QR code, you can do so via your customer account or here :
You can register your return and create a return label or QR-Code using our digital returns portal. Outside of Germany, you are responsible for the shipping costs yourself and can choose a shipping company of your choice (except DPD). You are responsible for the return until the package is delivered to us. Please send us your unworn, original packaged item in a prepaid parcel to the following address :
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
To register your return and create a return label or QR code, you can do so via your customer account or here :
Customer service
Email: hello@asphaltgold.com
Service hours:
Monday – Friday
9:00 – 16:00 ( by email )
In principle, you can return any item to us that doesn't fit or that you don't like. However, please ensure that the items are unworn and in their original packaging . Sealed items must also have the seal intact. Some items are not returnable for hygiene reasons.
Please note that we can only accept returns of items purchased as part of a bundle if they are returned unworn, in their original packaging , and complete as a bundle . Since we are currently testing bundles, it is unfortunately not possible to return individual items from the bundle.
Yes, for returns within Germany that you register conveniently and easily via our digital returns portal, a return fee of €2.95 will be automatically deducted from your refund.
Returns to our stores in Darmstadt or Frankfurt are of course free of charge.
You can find more information about the return conditions in our Helpcenter and our terms and conditions.
Why the fee?
The number of returns has risen sharply - recently one in three orders was sent back. Every return means a considerable amount of work for us: every item is checked, cleaned and prepared for resale. The returns fee helps us to conserve resources and avoid excessive shipping.
Yes, returns outside of Germany are subject to fees. International returns are generally subject to fees, and applicable fees vary by country.
Please note that we do not provide return labels for returns from abroad. However, returns can be registered through our returns portal. You must cover the shipping costs yourself.
The return period is 14 days and begins as soon as you receive your order. You can find more information in our Terms and Conditions .
Returns within Germany can be registered via our returns portal. You can choose between the service providers Hermes and DHL and decide between a return label to print out yourself or a QR code. A return fee of €2.95 is charged for each return, which is automatically deducted from the refund.
Please enter your order number and zip code or email address in the returns portal and follow the instructions. After receiving the return, we need 2-10 working days to process it. Click here to go to the returns portal.
1. please enter your order number and the zip code of your shipping address or the e-mail address used to place the order.
2. then select the items you would like to return and let us know the reason. This enables us to continuously improve our service and advice.
3. choose your desired service provider (DHL or Hermes) and decide between QR code or label for self-printing.
4. you will then receive a separate email with a QR code that you can simply scan at DHL, a DHL packing station or Hermes and hand in your parcel. Alternatively, you can print the label at home and hand in the parcel to your chosen service provider.
After receiving your return, we need 2-10 working days to process it.
Tip: Ask for a proof of posting when you hand in your return and keep it until we have confirmed your return by email. Returned items should be sent back to us in their original condition and packaging. If you are in the area, you can of course also return items purchased online to our stores in Darmstadt or Frankfurt free of charge. The refund will then be made in the same way that your payment reached us.
Return address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
After receiving and inspecting the returned goods, our returns department will refund your money (excluding return shipping costs) within 2-10 days using the same method it was sent to us. For an exchange, please place a separate order.
You have to bear the costs for your return yourself and can choose a shipping company of your choice (except DPD) - but we recommend insured shipping.
Important: International returns require a completed customs declaration stating that the item is a return. This must be attached to the outside of the package along with the invoice. The package is your responsibility until it is delivered to us. Asphaltgold will not cover any customs duties or additional costs resulting from insufficient declaration.
Please frank and send us your unworn, original packaged goods in a parcel to the following address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
After receiving and inspecting the returned goods, our returns department will refund your money (excluding return shipping costs) using the same method it was sent to us. For an exchange, please place a separate order.
If you wish to return some or all of the items in your order, please allow up to a few business days (excluding weekends and holidays) for your return to arrive back at our warehouse and be processed. We will send you a confirmation email once we receive your return.
Klarna will send you your invoice via email as soon as your order has been shipped. Please be sure to observe the invoice payment deadline stated on your invoice. Klarna invoices are due 14 days after you receive your invoice. Your statutory right of withdrawal and the Asphaltgold return policy remain unaffected by this deadline. You only pay for the items you actually keep.
If you've just returned one or more items and the invoice deadline is approaching, we recommend registering the return in the Klarna portal. If you have any questions, Klarna Customer Service will be happy to help.
If you have received a reminder even though you have already returned your items or order:
If the payment deadline on the invoice has passed, Klarna will automatically send you a reminder. In this case, please contact Klarna customer service directly.
If you are waiting for a refund:
Klarna will automatically refund any items you returned but had already paid for. Please wait for the updated invoice confirming receipt of the return. After that, please allow approximately 2-5 additional banking days for the amount to be credited back to your account.
If you have any further questions about your Klarna invoice, please contact Klarna customer service directly.
Please be sure to request a shipping receipt when you return the item. The return number on your receipt will help you track the status of your return.
Please allow several working days from Germany and up to 14 working days (excluding weekends and public holidays) from abroad until your return arrives with us.
We'll send you a confirmation email once our returns department has inspected and processed the returned goods. Depending on volume, this may take 2-10 business days after your return arrives. Your money will then be refunded via the same method it was sent to us – depending on your payment method, it may take an additional 2-3 business days for the refund to reach you. If you paid with Klarna, your invoice will be canceled or adjusted.
If you have not received confirmation of your return after the applicable return and processing period, please contact our customer service team at hello@asphaltgold.com . Please provide your order number so we can process your request promptly.
If you would like to exchange an item, please place a new order in our online shop and return the item you have already received. The money will be refunded using the same method it was sent to us.
You are also welcome to return your order in our stores. This saves on shipping costs and protects the environment. You can find us at the following address:
Asphaltgold Frankfurt
Berliner Str. 60
60311 Frankfurt am Main
Monday-Saturday
11am-7pm
Asphaltgold Darmstadt
Ludwigsplatz 8a
64283 Darmstadt
Monday-Saturday
10am-6pm
