Simply register your return in our returns portal within 14 days of receiving your order. There you enter your order and return details. Important: Your return must already be on its way to BSTN within the 14-day return period. The deadline is met if you hand in the parcel on the last day of the period at the latest.
Please note that we do not provide return labels for returns from Canada.
When registering your return, you will receive a commercial invoice. Please ensure you attach it to the outside of the parcel, so it can go smoothly through customs.
Returns should be sent to the following address:
BSTN Store GmbH
-BSTN Retoure -
Kuehler Weg 1
82065 Baierbrunn
Germany
Please note:
- • We can only take back goods that are in unworn, original condition – for shoes this includes the shoe box.
- • Always use a shipping box for your return. Unfortunately we cannot accept returns that are sent unprotected in the original packaging (manufacturer's box) or in the shoe box alone.
Once your return has reached us, we will check it and initiate the refund. Please allow a processing time of up to 5 working days after we receive the goods. Please keep in mind that we do not pay the shipping costs for international returns!
You have 14 days from the day of delivery. If you collect your parcel from a parcel locker or pickup point, the day of actual collection counts. Within these 14 days you register your return in the returns portal and hand in the parcel – the deadline is met if you hand it in on the last day at the latest.
No return costs are charged by BSTN, but you need to arrange the return shipment yourself.
We do not provide free return shipping labels for orders shipped from Canada. Instead, you will need to organize and pay for the return shipment using a trackable shipping carrier of your choice.
Yes, absolutely! Please always return items in their original packaging (including the shoe box). We can only accept items without their original packaging if they are perfectly packaged and undamaged. Please note: The shoe box is considered part of the product.
Please return each order separately so that our system can assign it correctly and you get your money back faster.
If available, simply order the item again in the right size or colour in advance and return the item you received to us.
You can easily register your return within 14 days of receipt via our returns portal.
As you organise the return shipment yourself, please keep your proof of postage and tracking number and use the tracking information provided by the shipping provider to check the delivery status of your return.
Even if your parcel has already arrived with us according to the tracking, please allow us some time to process your return. This usually takes up to 5 working days, but may take longer during periods of high return volumes.
Once your return has arrived and we have checked it, we will notify you by email and initiate the refund. Depending on the payment method, this can take another 2–3 working days.
As soon as your return has been checked and processed, we will refund the amount to your original payment method. Processing usually takes up to 5 working days after your parcel arrives. Please understand that it can sometimes take a little longer when return volumes are high.
You will automatically receive a confirmation by email as soon as your return has arrived and the refund has been initiated. How quickly the money reaches you depends on your chosen payment method.
As a rule the refund is issued approx. 2–3 working days after your return has been processed. Depending on the payment method and bank it can sometimes take a little longer.
Please note: We generally only refund via the same method you used to pay.
The refund is always issued via the same method you used to pay.
Please keep in mind that we do not refund the shipping costs for returns from Canada.
The statutory withdrawal period is 14 days. Once this period has expired we can unfortunately no longer accept a return.
Since we do not provide free international return labels for the Canada, you are responsible for organizing and tracking your return shipment. Unfortunately, we cannot assist or take liability for packages that are lost in transit before they reach our warehouse facility.
If your return package goes missing, we highly recommend that you initiate an investigation directly with the shipping carrier you chose to send the items back.
To help prevent this, we always advise using a trackable shipping service when returning items within your 14-day return window. Once a return successfully arrives at our facility and is processed, a full refund will be automatically issued to your original payment method.