The return shipment by insured parcel post is the responsibility of the buyer and will be sent exclusively to:

Etuui GmbH


Diesel Street 6

Hall 3c

50859 Cologne

Please be sure to include your order number so that the return can be assigned.

If you have received a damaged item, please email us within 3 business days of receipt at:

Customer Care will then send you a return slip and/or a replacement shipment. Please keep the proof of posting of a possible return shipment carefully. The exchange may take up to one week.


Refunds are generally made up to a maximum of 14 days after delivery. After this period, we can unfortunately not refund or exchange.

Refunds can only be made if the returned item and original packaging are complete and unused.

Refunds can only be completed if a receipt or proof of purchase is included.

Refunds procedure

Upon receipt of your return, you will be notified by email. This email will inform you of the refund/part refund decision.

If approved, you will be refunded the invoice amount within 7 business days via the payment method you used at the time of purchase. Shipping charges are generally not refundable.

Delayed/Missing Refunds.

If you have received approval on a refund request, it may take longer to see the credit depending on your bank or credit card company. Please contact your bank/credit card company first.

If 14 days after approval you still do not see a refund, please send an email to:


Provided the report is made within 3 business days of delivery, any defective or damaged item will be exchanged by us within 1 week free of charge.

If the defective/damaged item is to be exchanged for an identical item, please send an email to:

Then send the defective/damaged item by insured parcel post to the following address, quoting the order number:

Etuui GmbH


Diesel street 6

Hall 3c

50859 Cologne

We will do our best to deliver the replacement within 7 days.


If you have received an item as a gift and wish to exchange it, you will receive a voucher for the value of the original order. As soon as we receive the return, we will send the voucher immediately within 7 days.

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