Refund policy
We offer a 14-day return policy. This means that after receiving your item, you have 14 days to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or another proof of purchase.
To initiate a return, you can contact us at shop@lana-organic.de. Please note that returns must be sent with a shipping label to the following address:
pro-organic UG (haftungsbeschränkt)
Weststr. 38
52074 Aachen
Germany
Returns within Germany
For returns within Germany, we have enclosed a return form and a return shipping label in your parcel. Please follow these three steps:
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Please complete the return form and place it together with the exchanged item back into the shipping bag.
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Close the shipping bag using the adhesive strip provided and attach the return label clearly visible on the outside.
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You can now drop off your parcel at a DHL parcel shop of your choice and return it to us free of charge.
You can find your nearest drop-off point here.
Pssst, please note: We are a small label, and returns can involve a lot of work. Therefore, we kindly ask you to return items respectfully. A garment is valuable and consumes environmental resources. At LANA, we are committed to fair working conditions and sustainable production, and we hope that the efforts of our producers and employees are appreciated and passed on. Thank you very much for your support!
For sustainability reasons, we have decided to share the return costs. Therefore, €3 per return shipment will be charged. This amount will be automatically deducted from the refund.
Returns from abroad (Netherlands, Belgium)
Customers outside the EU are responsible for the return shipping costs themselves. We recommend using insured shipping.
If you have any questions regarding returns, you can contact us at any time at shop@lana-organic.de.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you have received the wrong item, so that we can evaluate and resolve the issue.
Unfortunately, we cannot accept returns of gift cards.
Exchanges
Returning the item you received is the fastest way to receive the item you want. Once the return is accepted, you may purchase the new item separately.
European Union – 14-day cooling-off period
Notwithstanding the above, you have the right to cancel or return your order within 14 days without giving any reason if the goods are shipped into the European Union. As described above, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or another proof of purchase.
Refunds
We will notify you once we have received and inspected your return and inform you whether the refund has been approved or not. Please remember that it may take some time for us to process the return and for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at shop@lana-organic.de.
The refund will be issued depending on the payment method you selected.
For the payment methods PayPal, credit card, debit card and GiroPay, we will refund the amount to the account used for payment.
For the payment method SOFORT bank transfer, we ask you to write your bank details on the return form. Once we have received the parcel, we will refund the amount to the specified account.