We are sorry that you are not happy with your product. Of course you can exercise your right of return – and we are also happy to help with warranty or guarantee cases.
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.
For some countries, a return label will be generated automatically during the registration process. Please note that return shipping costs may apply and, where applicable, will be deducted from your refund.
If no return label is provided, you will need to arrange the return shipment yourself and send it to our return address:
BSTN Store GmbH
Retouren
Kühler Weg 1
82065 Baierbrunn
Germany
For returns from countries outside the EU, please make sure to comply with your country's customs export procedures before shipping your return.
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.
Yes, for some countries, a return label will be generated automatically during the registration process. Please note that return shipping costs may apply and, where applicable, will be deducted from your refund. You can check the exact costs on our returns page.
If no return label is provided, you will need to arrange the return shipment yourself. In this case, no return fee is charged by us.
You get your return label during the return registration process, if your country is supported.
We provide return labels for the following countries:
Germany, Austria, Switzerland, Spain, France, Italy, Netherlands, Belgium, Finland, Sweden, Poland, Denmark, United Kingdom, Czech Republic.
If your country is not listed, you need to arrange the return yourself. Please check local customs rules for returns outside the EU.
For returns from the USA, Norway and Canada, you receive a commercial invoice during the return process. You need this for shipping.
Return address:
BSTN Store GmbH
Retouren
Kühler Weg 1
82065 Baierbrunn
Germany
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. Enter your order and return information there and create a label or QR code for national returns.
Please keep in mind that we do not pay the shipping costs for international returns.
If you created a return label on our website, you can track your return online at any time using the tracking number.
Even if your parcel has already arrived with us according to the tracking, please allow us some time to process your return (usually up to 5 working days). 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. If we have any questions about your return, we will get in touch with you.
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.
If you paid shipping costs for your order, we will refund them when you withdraw from the entire order. If you only return part of your order, we retain the shipping costs. This applies to orders from the EU, the EEA (including Norway) and the UK.
You can cancel your order within 14 days after delivery.
- • Want to cancel before shipping? Use our contact form as quickly as possible and select the contact reason “Withdrawal” there.
- • If your order already shipped within the EU, you can refuse delivery. Do it directly with the carrier or via tracking if available.
- • Outside the EU, do not refuse delivery. Customs or return fees may apply. Accept the parcel and return it within 14 days.
Once your return or the refused acceptance has been checked and processed, we will refund the amount to your original payment method.
The statutory withdrawal period is 14 days. Once this period has expired we can unfortunately no longer accept a return.
Keep your proof of postage – it is your evidence that you handed in the parcel. Please note that simply placing a parcel in a parcel locker (Packstation) does not constitute valid proof of postage. The risk remains with the sender until the parcel has been handed over to the shipping provider. If your return parcel is lost, please get in touch with the receipt via our contact form using the contact reason “Return + refund”. We will then initiate an investigation with the shipping provider and find a solution together.