Shipping and Return Policy
Information about shipping, returns, and refunds for private customers.
When will my order be shipped?
We will ship your order within 1 to 3 calendar days after receipt of the full payment. If the status bar at the top of your order lists a different shipping date, that is the date announced.
The shipping period refers to the time until delivery to the shipping service provider. The subsequent delivery time depends on the destination country and the selected shipping method.
Shipping costs and tracking
The shipping methods and shipping costs available for your delivery address will be displayed before completing the order in the checkout. After shipping, you will receive your tracking information.
Please check your delivery address before placing your order. If you notice an error after that, please contact us as soon as possible with your order number.
Deliveries outside the EU
Whether import duties are included depends on the shipping option specified for your order. Deliveries expressly offered as DDP include the corresponding import duties. Otherwise, additional customs duties, taxes, or import fees may apply. Please note the information before completing your order.
Return and cancellation
For consumers, there is generally a legal 14-day right of withdrawal for online purchases. The details regarding the deadline, the declaration of withdrawal, and the consequences can be found in our Cancellation policy.
Take advantage Request a return or write to contact@golden-outlet.de.
Automatic return is possible if less than 14 days have passed since the confirmed shipping date. After 14 days, the request is automatically canceled. If the shipping date cannot be clearly confirmed, automatic approval is not possible.
Your statutory right of withdrawal generally begins upon receipt of the goods and remains unaffected by this. You can declare a withdrawal independently of the online form by sending an email to contact@golden-outlet.de explain. Details can be found in the Cancellation policy.
Request a return
Confirm your order in Return form and select the items and quantities. After successful verification, you will receive the return address and instructions in your personal confirmation.
- In the return form, select the items and quantities.
- Pack the goods carefully and include any accessories that come with them.
- Place a note with your order number and the return number in the package.
- Send the package to the address in your accepted return confirmation and keep the delivery receipt.
You are responsible for the return shipping costs. Statutory claims regarding defective or incorrectly delivered goods remain unaffected. A direct exchange is not possible. Please order the desired item again.
After receipt, we will inspect the returned items and process the refund. The statutory refund deadlines and proof of shipment remain decisive. The release of the return does not trigger any payment or voucher issuance.
Please pack the goods carefully and include any accessories provided. The original packaging is not a prerequisite for the statutory right of withdrawal. Please only inspect and try on the goods to the extent necessary to determine their condition, properties, and functionality.
Costs of returning the product
In the event of a legal cancellation, you are responsible for the direct costs of return, provided that you were properly informed of these before purchasing. Your statutory rights and the statutory rules regarding the payment of costs in the event of defective or incorrectly delivered goods remain unaffected.
Damaged, missing, or incorrectly delivered items
Please write to us with your order number and a description of the problem. Photos of the item, the packaging and the shipping label will help us in our investigation. We will discuss the next steps with you. Your statutory warranty rights remain unaffected.
Refunds as a gift card
For returns, we offer refunds as a digital Golden Outlet gift card. The code will be provided by email and can be used on golden-outlet.de for future purchases. Any remaining balance will remain available on the same code. If payment was made using a gift card, the refund will be credited to the card used.
For statutory refunds, we use the original payment method. If you paid using a different method, a refund in the form of a gift card is only possible with your explicit, voluntary consent. Without this consent, your statutory refund rights remain unaffected.