We offer free returns only for orders with a shipping address within Germany. 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 :
We offer free returns only for orders with a shipping address within Germany. 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.
The return costs within Germany depend on the order value:
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 .
For orders with a shipping address in Germany, returns are free of charge within the 14-day return period for goods valued at 40 euros or more.
You can register your return and create a DHL return label in your customer account or here : https://asphaltgold.returnsportal.online/
Please enter your order number and the postal code of your shipping address or the email address used to place the order, then select the items you wish to return. You will then receive a separate email with a QR code, which you can easily scan at DHL and drop off your package. If necessary, you can also print the return label yourself. We can only provide one free return label per order. For orders under €40, you can also create a label, but this will incur a fee, and the amount will be deducted from your refund. After receiving your return, we need 2-10 business days to process it.
When dropping off your order, please request a receipt and keep it until your return is confirmed. Returned items should be sent back to us in their original condition and packaging. If you're nearby, you can also return items purchased online to our store in Darmstadt. Your refund will be processed the next business day using the same method used to pay.
Return address:
Asphaltgold GmbH
Werner-von-Siemens-Str. 34
64319 Pfungstadt
Germany
Please register your return here .
We offer free returns only for orders with a shipping address in Germany. Therefore, you will be responsible for the shipping costs and can choose a shipping company of your choice. However, we recommend insured shipping. Your package is your responsibility until it is delivered to us. Please post and send your unworn, original packaged item 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) within 2-10 days using the same method it was sent to us. For an exchange, please place a separate order.
We offer free returns only for orders with a shipping address in Germany. Therefore, you will be responsible for the shipping costs yourself and can choose a shipping company of your choice (except DPD). However, 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 to our store. This saves on shipping costs and protects the environment. You can find us at the following address:
Ludwigsplatz 8a
64283 Darmstadt
Monday-Saturday
11am-7pm
