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Shipping & Returns
ETHICS 4 BENEFIT GmbH (E4B), offers to all end-customers a standard delivery service, free of charge for orders above 100€ to all EU countries
via the standard service provided by DHL, DPD, UPS or other sustainable courrier. For the remaining European but non-EU countries, E4B charges a flat rate of €30
when the standard delivery service is chosen. Deliveries to other countries are also possible on customer demand either through the courier's standard or express services.
In order to have a purchase conveniently delivered to a business address or to a different recipient, we provide the option during the order processing, to
indicate a shipping address that is different than the billing address. One order can only be delivered to one address. The invoice will be sent to the customer
via email. International shipments outside EU maybe subjected to taxes & duties.
1. Special shipping requests
Special shipping requests, such as for example a gift package is possible. The customer can fill in this information during the checkout of the order (step 2 - delivery), in the free text box that is also used to fill-in the body measurements. We will ensure that the gift will be sent without an enclosed invoice to the delivery addresses in regions where we offer a Standard shipping service. Due to customs requirements, an invoice must be sent together with the package on all international orders. The invoice shall however be placed in an envelope outside the gift package.
In the case that express delivery is required (1-3 working days after order confirmation) a
surcharge will be applied separately. Express service within Germany adds €15 to the standard delivery cost. The request must be included as a comment in step 3 of the checkout (Delivery) below the shipping instructions. In this case E4B will inform the customer by email about price and payment instructions.
2. Delivery Time
Delivery time with Standard service is in general 2-5 working days in EU after order confirmation, depending on the distance to the country. Delivery times outside EU countries can take a bit longer, depending on carrier’s routes (e.g. UPS) and involve tax/customs authorities. E4B Web Store deliveries will take place between Monday to Saturday.
In the rare case where E4B may take too long to confirm an order, customer is entitled to cancel it without additional costs. An order is said to take too long to confirm if notification is not sent by E4B to customer within 10 days after the online purchase and payment, whichever is the latest.
3. Pick-up at a E4B Concept Store
Free pick-up at any E4B’s Community Concept Stores, if customer selects this option during the checkout of the online order. From the moment that the order is confirmed, paid and put at disposal to pick-up, the customer has 30 days to collect it. After this period, if the order is not picked up by the customer and no other arrangement has been made and agreed by E4B in writing, then E4B is entitled to cancel the order and to dispose the ordered articles elsewhere. In this case there will be
no refund to the customer.
In order to pickup an order at a Community Concept Store, the order confirmation and/or a valid ID document will be requested. Another person rather than the customer him/herself can also pick up the order but in this case; he/she has to bring an authorization from the customer.
4. Right-of-withdrawal
a) Cool-off period
The customer has the right to return or exchange the ordered article(s) within a period of 14 days after receiving them from the carrier without need to give a reason. The customer has thus time to comfortably try the ordered article(s) at home and combine them with other pieces from his/her wardrobe. Should the customer does not like a particular item or it doesn’t fit, then he/she is entitled to withdraw from the contract and to return the rejected article(s) within the cool-off period.
Please note that E4B shall only accept returns of articles that have neither been washed nor worn. As well, E4B shall not reimburse articles returned where labels have been removed, are damaged or moved aside.
b) Exclusions of the right of withdrawal
Besides the self understood exclusions set forth above, E4B shall not accept returns within the scope of paragraph 4. a) for specific articles, such as the following ones (among others not exhaustively listed):
- articles which were produced or tailored on customer’s demand, hence clearly personalized;
- sealed articles which have been unsealed by the customer after delivery and for which health protection or hygiene constrains could be involved;
5. Returns
In order to exercise his/her right of withdrawal, the customer must inform E4B in written form (e.g. via a letter sent by post or e-mail) and timely sends the package to E4B’s Return address indicated in the cancelation form, together with the original invoice, the Cancellation form itself and the returned article within the same package. E4B must receive the package within the cool-off period in order to accept the return.
6. Exchanges
E4B allows exchanges of ordered articles within the cool-off period as set forth in paragraph 4-a) above.
In order to exchange one or more articles belonging to the same order the customer must inform E4B in written form (e.g. via a letter sent by post or e-mail), clearly indicating the article(s) involved in the exchange (e.g. article number, color, size). After confirming the stock availability E4B shall notify the customer per email and provide instructions on how to proceed. In the case of an exchange during the cool-off period, for a reason other than faulty product (covered by the warranty), customer shall
bear the cost of the return shipment (e.g. by post) or, alternatively bring it directly to a E4B’s Community Concept Store.
7. Reimbursement of returned articles
It may take a few days for the returned shipment to be received and checked by E4B’s adressed Community Concept Store. E4B shall send an email notification once the return shipment has been processed. The time required for the refund to be processed in customer’s bank/credit card account can vary and depends upon the speed of customer bank's processing procedures.
The customer is responsible for any loss of value of the returned article(s) in case a loss of value is found during the inspection of said articles. Namely, if there is a degradation of the article characteristics and/or qualities caused by the customer. Following the inspection of the returned article(s), if an effective cancellation of the complete order was claimed by the customer and was accepted by E4B, all payments received from the customer shall be refunded. The exception is any additional cost that customer may have
paid due to the choice of a delivery method different that the cheapest standard (e.g. express delivery), which shall not be refunded.
Refunds shall be made via the same payment method as the original transaction, unless otherwise expressly agreed upon with customer. The customer shall not incur in extra charges as a result of this refund.
8. Warranty
E4B, stands for exclusive high quality sustainable products. Nonetheless, if one of our products is deemed to be faulty, the customer is entitled to claim its repair or replacement during the guaranty period. Ordered articles are considered to be faulty only if they are damaged either due to the shipment/delivery process or due to clear manufacturing failures exhibited within a period of 3 months after delivery. All returned articles claimed as faulty shall be inspected and if deemed valid, E4B shall notify the customer of the decision. In this case E4B shall refund the returned shipment to the customer. As possible and in the following priority sequence, E4B shall carry out free of charge one of the options indicated below:
1)repair the faulty article and deliver it back to the customer;
2)replace the faulty article by a new one and deliver it to the customer;
3)replace the faulty article by a new article of customer’s choice priced the same or less than the customer paid in the original order and deliver it to customer;
4)replace the faulty article by any new article of customer’s choice and charging the customer for the difference above the original paid price. The corresponding delivery shall be free of charge;
E4B only accepts complaints for articles that have been purchased online via E4B’s Web Store. For information regarding returns of items purchased offline contact our customer service Contact.
The steps to return a faulty article and claim warranty claim are the same as laid down in paragraph 5 (Returns section).
Faulty articles must be returned to:
ETHICS 4 BENEFIT
QF – Quartier an der Frauenkirche
Töpferstraße 4
01067 Dresden
Deutschland