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Return Portal

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Returns and exchanges

Free return
SOUTH EMBASSY has a 14-day right of return: You have 14 days after your order has been delivered to return it to our Returns Center for a refund or exchange.
If you have not received a prepaid shipping coupon, please contact us at [email protected] and we will send you a new shipping coupon.

Returns
If you have purchased as a guest, you can initiate a return or an exchange here. Enter your order number and e-mail address below.

Return of your purchase from an EU country
Sign in to your account at www.south-embassy.com to initiate a return or exchange.
If you do not have an account, visit www.south-embassy.com/en/service/storno/ and enter the details of the order you would like to return to initiate a return or exchange.
There you will get an overview of your orders. For all items you do not want to keep, you can request a return or exchange item.
Pack the item (s) in the delivery box or another sturdy box.
Close the box carefully with adhesive tape.
Overwrap the original delivery information on the box with the prepaid return slip.

Return or exchange of your purchased items in the shop
You can return items purchased from Germany via south-embassy.com to the SOUTH EMBASSY Shop in Germany. You will receive a refund in accordance with your payment method without requesting a return authorization in advance.
You can also exchange items purchased from Germany through south-mbassy.com for the same item in a different size or color. In the shop made conversations are to be regarded as final and new return or a further exchange are excluded.
Please bring your original online order number with you if you want to return or exchange something. All returns / exchanges must be made within 14 days after receipt of the goods and are subject to our usual return policy.
Please note that online purchased sale items can not be claimed in the shop.

Exchange
Purchased items can be exchanged for another size. The exchange will be processed upon receipt of the returned item and will depend on the availability of the item. Exchange items will be sent free of charge. If you would like a different color or article, please return your article (s) and separately purchase a new article on south-embassy.com.

Orders to pick up in the shop
All exchange and refund policies for orders placed via south-embassy.com are also valid for orders to be picked up at the store. If you would like to return or exchange an order placed via south-embassy.com and picked up at the store, please follow the steps above. Since you will not receive a prepaid return shipment when you pick up items in the store, please contact us at [email protected] with your order details and ask Customer Service to send you a receipt.
If your order is not collected within 14 days, SOUTH EMBASSY will perform a return on your behalf and you will receive a refund via your payment method used. From the day you pick up your order at the store, the usual 14-day return policy applies to south-embassy.com orders.

Refund
You will receive your refund in the same way as the payment for your purchase. If the entire order is returned, the refund will include the standard shipping cost of SOUTH EMBASSY to you. If you submit a written receipt for the return to SOUTH EMBASSY within 14 days of delivery, you will receive a refund within 14 days at the latest. If we do not receive a written receipt of the return, the refund will be made after 30 days.
Please note that the refund amount may be reduced if the value of the goods has been reduced by excessive use on your part.

Important Information
The goods must be returned to us in immaculate condition and together with the return label.
Return the goods the way you received them. Labels and seals may not be removed.
Shoes must be tried on carpets until you decide to keep them.
The return of shoes must be done in the undamaged original shoe box, as this is considered part of the goods.
Pack the shoes and the original shoe box in another sturdy cardboard box so that the original packaging is not damaged.
It is best to use the SOUTH EMBASSY Return Service to ensure that the items are protected and insured during transport. You can also choose other secure shipping options.
If you use our free return service and the shipment is lost or stolen on the way to our warehouse, you will receive a refund.
Please send the package to:
SOUTH EMBASSY
Old Schönhauser Str. 33-34
10119 Berlin
Germany


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