Shipping & Returns
New inside, pre-loved outside
Our shipping boxes have been already on the road. Why? We made a conscious decision to reuse shipping boxes that were used but in perfect condition, because in our opinion, the conscious use of packaging materials is also an important aspect of sustainability. Therefore, whenever possible, we reuse return packages that have already been used. Of course, only if they are in perfect condition. So don't be surprised if your package shows slight external signs of use, your ordered products will still arrive intact - and without any additional burden on the environment.
Do you ship overseas?
Unfortunately we are not able to offer shipping outside of Germany.
How long will it take to get my order?
It depends on how busy we are. Please allow up to 7 business days for your package to arrive.
How much does shipping cost?
Your shipping costs will automatically be calculated during checkout, as they vary on your products and size of the parcel. Shipment costs range between 5.49 € and 6.99€.
We ship with DHL, insured and with tracking. DHL recently raised their shipping costs, which is why we can offer the cheapest package for 5.49€.
Before accepting the delivery please make sure that the parcel is not damaged and no item was removed.
How do I return an item?
You have the right to return the goods within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which the goods were delivered to you.
In the case of a defective product we will refund the purchase price and take over the return costs, in all other cases the customer has to pay the return costs. If you have received a defective product, please contact us via info@cafesusann.de.
Costs for return shipment due to wrong address or not timely pick up in the parcel shop must be borne by the customer, as we can not assume any liability for third party debt.
Reduced or damaged (due to usage) goods are excluded from return and exchange. This also accounts for items that are tried on without underwear.
If we receive goods after the expiry of the period or damaged through use, we can not accept the return.
To return items please follow the following instructions:
- Please make sure that the product is unworn and unwashed. The product must be packed in the original packaging (this applies only in the case of timely cancellation), in addition, the original shipping packaging or an equally damage-proof packaging should be used so that the original packaging of the product is not damaged. All parts belonging to the product must be included.
- So that we can assign the product to the correct order for subsequent refund, please also include the invoice or order number as a note in the package.
- Send your package to:
Café Susann
Osterstraße 7
67655 Kaiserslautern
Do I get my money back after a return?
Yes. After we have received and checked your return, we will refund the item price and the initial shipping costs. Unfortunately we can not refund the costs for the return shipping.
We can only refund via the same method of payment the initial purchase was made.
What happens if an item is not picked up from a packing station and is shipped back to you?
The costs of package return from a packing station after the parcel was not picked up in time has to be covered by the customer.
What happens if a return gets lost or damaged on the way?
Unfortunately we can not refund the money if the refund package is damaged, opened or lost on the way. Therefore we highly recommend insured shipping.