Shipping & Returns
Shipment
How much are the shipping costs?
Shipping costs for orders from Germany, Austria, the Netherlands, Belgium and France are €4.95, and for orders from Switzerland they are CHF5.45 (customs costs included in the price).
For the complete overview.
Tip : After registering for the free Changemakers Club, which can be canceled at any time, shipping is free within Germany, Austria, the Netherlands, France, Switzerland, and Belgium for orders over €39/CHF. You can find more information here .
Note for UK orders: Deliveries to the UK may be subject to import duties, taxes, or customs fees.
How long does shipping take?
How long does shipping take?
We generally deliver in-stock items to Germany, Austria, the Netherlands, and Belgium within 1-5 business days. For France and Switzerland, delivery takes 3-8 business days. For advance payment, delivery times are based on receipt of payment in our account.
Can I pick up my order from you in Cologne?
We think your idea and your commitment are great.
In fact, our warehouse isn't actually in Cologne. Here, we work together on designs, product quality, the online shop, and innovative technologies.
Can I have my order delivered to a Packstation?
Yes, we also ship to packing stations.
To do this, click "Send order to a Packstation." Then enter your postal code in the "Address extension" field and the word "Packstation" (including the number) in the "Street" field. Please do not include the word "Postal Code," as this may make the address too long.
Can I have my order delivered to a post office?
Yes, of course you can do that.
To do this, use the "normal" address information during the ordering process. Enter the post office address here. Your name will always appear on the package. Also include your postal code.
My shipping status says the package is being returned to you. What now?
We are sorry that your order has been returned to our logistics provider.
Unfortunately, we usually don't know the reason for non-delivery. In this case, the full invoice amount will be automatically refunded after processing. Reshipment is unfortunately not possible. You can place your order again through our online shop.
It says that the package was dropped off at a branch. Which branch?
The tracking information shows which branch the package was dropped off at.
You'll usually also receive a notification slip from the parcel delivery company. If you don't receive one, it's best to contact the delivery company directly.
Which parcel delivery companies do you work with?
It always depends on the country:
Germany: DHL
Austria: Post AT
Switzerland: Post CH
France: La Poste
EU/Other: DHL International
Which parcel delivery companies do you work with?
I'm missing part of my order – what can I do?
I'm missing part of my order – what can I do?
If you haven't received your entire order, there could be several reasons. For example, we may have canceled an item at short notice – in which case you should have received an email from us informing you of this change. The missing item may also be a pre-ordered item. You can find more information about pre-orders here.
Why can’t I place an order to the USA or Puerto Rico right now?
At the moment, we are unfortunately unable to ship orders to the United States and Puerto Rico due to new U.S. import regulations.
We are working closely with our logistics partners to find a solution and are confident that shipping to the USA will be possible again soon.
If you have any questions, our customer happiness team will be happy to help.
Returns & Refunds
Below, we'll explain what you need to consider when returning an item. Please note: This category only applies to new items from our shop. If you'd like to know what to do with secondhand items, just take a look here.
How much does a return cost?
For returns from Germany, Austria, Switzerland and the Netherlands, we charge a flat rate of 2.95 euros or 4.95 Swiss francs per order.
For all other countries not mentioned, please return your item at your own expense to the following address:
LOXXESS Neuburg GmbH Aurach site
c/o Social Fashion Company GmbH
Steinauer Weg 7
91589 Aurach
GERMANY
We strongly recommend sending this return insured. It would be frustrating if something went wrong.
How can I arrange a return from Germany?
For returns from Germany, we offer a digital returns process. You can easily register your return via the returns portal in our webshop. To do so, click on the "Returns" button, which you can find either in your customer account or at the bottom of the homepage. To register, you only need your order number and your email address. Please note that registration is only possible within the 30-day return period. If your order was delivered more than 30 days ago, you cannot register a return.
After logging in, you can select the order from which you want to return items. Here, you select the item you want to return and one of the predefined reasons. Once you've successfully created the return, you'll be taken to the final step.
Here you can create your return label, print it, and attach it to your package. Alternatively, you can send the label to yourself via email and show the QR code to DHL. DHL will then print the label for you on-site. Please make sure there are no other labels on the package.
If you have any difficulties registering, please contact our Customer Happiness Team and they will be happy to help you.
Order number: 30*** or 5000***
Due to technical changes, returns with the above-mentioned order numbers can no longer be registered online.
This is how the return works:
Create your return label directly with DHL:
DHL page
Print the return label and stick it on the parcel or use the QR code in the parcel shop
Be sure to note down the tracking number and keep the receipt for your return
PLEASE NOTE:
If you receive damaged or incorrect items, please contact our Customer Happiness Team. We will address your concerns as quickly as possible. Click here for
the contact form.
How can I arrange a return from other countries?
If something doesn't fit or you don't like it, you can return it to us within 30 days of receiving the item. The items simply need to be unworn and in their original packaging.
We accept returns of underwear that are unworn and unwashed. We understand that you may need to try on the underwear to check the fit. We recommend wearing another pair of underwear underneath. If there are traces of makeup, deodorant, or other stains/contaminants on the products, we cannot accept returns.
And this is how it works:
Germany with order number SP-XXXX : If you would like to return your package from Germany, you can register your return digitally and send it via DHL (see above "How can I arrange a return from Germany?").
Germany with order number 30*** or 5000***: If you would like to return your package from Germany, you can create a return label using the following link:
DHL website
(see "How can I arrange a return from Germany?" above).
Austria & Switzerland : Fill out the return slip, state the reason for the return, and place it in the package. Attach the return label clearly to the outside of the package and drop off the package at a Post Austria or Post Switzerland office or post office. If you can't find the return label, please contact our Customer Happiness Team.
Netherlands : Fill out the return slip, state the reason for the return, and place it in your package. You can create a return label using the link in your shipping confirmation, print it, and attach it to the outside of your package. Please drop off the package at a PostNL or DHL location and note the tracking number.
All other countries : Fill out the return slip, state the reason for the return, and place it in the package. Please note that return labels are not included for these countries. Returns must be made at your own expense. Send the package to the following address:
LOXXESS Neuburg GmbH Aurach site
c/o Social Fashion Company GmbH
Steinauer Weg 7
91589 Aurach
GERMANY
What do I do if I received a damaged/incorrect item?
Order number SP-XXXX:
Register your return online in the returns portal. Enter "Product damaged" or "Incorrectly delivered" as the reason for the return. Send the item back to us. In this case, you won't have to pay a return fee for returns from Germany, Austria, Switzerland, or the Netherlands. We generally cannot resend the item; instead, you will receive a refund and can reorder the item. We will be happy to provide you with a free shipping code and a new discount code if you used one for your original order. Please contact our Customer Happiness Team.
Order number 30*** or 5000***:
Please contact our Customer Happiness Team directly. We will help you correctly process your return and inform you about your other options.
Can I have my order delivered to a post office?
Send the item back to us. Please state "Product damaged" or "Incorrectly delivered" as the reason for the return. In this case, you won't have to pay a return fee for returns from Germany, Austria, Switzerland, or the Netherlands.
Typically, we cannot resend the item. Instead, you will receive a refund and can reorder the item. We will be happy to provide you with a free shipping code and a new discount code if you used one with your original order. Please contact our Customer Happiness Team.
Can I simply drop off my return with you in Cologne?
We think your idea and your commitment are great.
In fact, our warehouse isn't actually in Cologne. This is where we work on designs, product quality, the online shop, and innovative technologies.
In fact, our warehouse isn't actually in Cologne. This is where we work on designs, product quality, the online shop, and innovative technologies.
How is the refund made?
As a rule, the refund will be made within 14 days of receipt of the return to the account used for payment.
Did you use a voucher when placing your order? If you return an item, the refund will automatically be credited to the voucher. You can then use the voucher code directly on your next order. If the amount is higher than your voucher, the difference will be transferred to the account used for payment.
I don't have any return documentation. What can I do?
1. Search order number
To register your return, you'll need your order number. You can find it here:
in your order confirmation by email
or, if you have a customer account, under “Orders” in your customer area
2. If you cannot find the order number:
Our Customer Happiness Team is happy to support you!
Simply contact us using our contact form – we will help you quickly and easily.
Can I return multiple deliveries in one package?
We ask that you return different shipments separately. Of course, we would like to do this for sustainability reasons. However, please be aware that only items with the appropriate return label will be insured. In the event of a lost package or other shipping damage, part of your return would not be insured.
The return fee for returns from Germany, Austria, Switzerland and the Netherlands will only be charged once per order.
When does the return fee apply?
The return fee applies to orders from Germany, Austria, Switzerland, and the Netherlands if you return your order in whole or in part. If you received your order in multiple deliveries and therefore send more than one return, we will only charge the return fee once.
Orders from all other countries will be returned at your own expense.
Why do you charge a return fee?
Every newly purchased product should be chosen carefully. Quality over quantity. That's why we've decided to introduce a flat-rate return fee. With this measure, we want to promote conscious consumerism and ensure that only items that are genuinely unwanted or defective are returned. Together with you, we're fighting for a more sustainable future.
The return fee for orders from Germany, Austria, Switzerland, and the Netherlands is €2.95 or CHF4.95. This is only a portion of the actual costs incurred for returns (shipping, packaging, handling, cleaning, etc.). We cover the larger portion of the costs, so you don't have to bear them alone.
How is the return fee calculated?
The return fee will be charged upon refund. Here's an example: You return all items from an order with an invoice amount of €99.95. In this case, we will refund you €97.00 (€99.95 minus €2.95). If you return from Switzerland, we will refund CHF 95 (CHF 99.95 minus CHF 4.95).
How can I avoid returns?
We know that returns can't always be avoided. However, the following tips can help you at least reduce them. This not only saves time and frustration, but can also reduce your ecological footprint by cutting down on transport and packaging materials.
Avoid ordering many different styles and sizes of one item. Instead, look for stores near you where you can try on our styles and...
When choosing your size, please refer to the model's height, check out customer reviews of the item in our shop, and use our size guide. There you'll find information on the size of a specific product.
Use our size charts to find your recommended size and measure your body measurements accurately
Here's an example of our all-time favorite denim, MAIRAA: You'll find the size guide under the different washes, and our FitFinder provides even more precise size recommendations. If you scroll to the bottom of the page, you can read customer reviews.
Read the product descriptions carefully and look at photos and videos, for example in our Instagram feed
Be aware that every purchase of a product has an ecological impact
Only order if you really need a product. It can be helpful to consider how you would style it beforehand: Does it go with existing clothes? Can it be combined to make it wearable across seasons, for example? Do you already own a similar item?
Take your time: It is best to wait until you discover new favorite styles with us and instead make a larger group order, e.g. with friends
If you have any questions, please feel free to contact our lovely Customer Happiness Team.
Exchange
Can I exchange something?
Unfortunately, a direct exchange is not possible.
You can return the item you wish to exchange and place a new order. Feel free to use our free shipping code. Please contact our Customer Happiness Team.
Can I use the discount code I used again?
The discount is always calculated proportionally to the total value of your order.
If the discount conditions still apply after the exchange, you can contact our Customer Happiness Team – they can apply the discount retroactively. However, this does not apply to vouchers.