Return shipments
You're not happy with an item? No problem. As soon as you have received your delivery, you have fourteen days to return it to us. Just make sure that items are in their original condition, including the tag.
Click on the following link: DHL Online-Return. Here you can simply enter your data and you will receive a shipping label and a CN23 form to print out.
Fill out the return form and place it in the parcel. Please attach your return sticker, the CN23 form and a copy of your invoice to the front of your parcel so that the original delivery sticker is no longer showing.
AUSTRIA, GERMANY, THE NETHERLANDS AND OTHER EU COUNTRIES
To return a JUVIA item from these countries, simply click on the appropriate country link. By clicking on one of the following links, we will redirect you to the DHL online return form, where you can enter your data and receive a return label to print.
FAQS
This is our return policy: if your JUVIA order was delivered to Germany, you will have received a return form and sticker automatically. For returns from Austria, Switzerland, the Netherlands and other EU countries you can download your free of charge return sticker online.
To do so, please select 'Returns' on the JUVIA website. This will open a new window where you can enter the relevant data and download everything you need. In both cases, you’ll need to fill out the return form and send it back to us along with the items you would like to return using the original packaging.
Please attach your return sticker to the front of your parcel so that the original delivery sticker is no longer showing.
How to send your returns:
- Drop the parcel off at a DHL post office
- Drop the parcel off at a DHL Packstation
If you are not completely satisfied with the purchase of your beauty products, you can return the items to us free of charge within 14 days of receipt. Please note the following conditions for a successful return:
1. The item must be unopened, complete, unused and in its original condition. Unfortunately, opened, incomplete or damaged products cannot be refunded.
2. Please note that perfume is classified as dangerous goods due to its ingredients, and the responsibility for correct labelling lies with the sender of the products. This is important for safety during transport.
3. Due to the dangerous goods classification, we recommend that you use the original shipping carton for the return, as this is already labelled as dangerous goods.
This ensures that the perfume arrives safely and in good condition and makes it easier to process your return. Please check that the labelling is still clearly legible.
If the box is no longer available, you can download the dangerous goods labelling for printing here.
Make sure that the packaging is of a suitable quality, similar to our shipping carton.
4. Please make sure that the item cannot move around in the parcel. If necessary, use as much filling material as necessary to prevent movement during transport.
5. Products that are under pressure or filled with liquids must be securely sealed (if necessary with adhesive) to prevent the contents from escaping during transport or in the logistics centre.
If you have any further questions about our returns policy or if you need assistance with your return, don't hesitate to contact our customer service team. We are here to help you!
We'll try to be quick - we promise! As soon as we have processed your returns, we will get in the touch with the payment service provider. One to two business days later, the money will be back in your account. Refunds are always made to the payment method that was used to pay.
Returns are completely free at JUVIA. The returns process varies from country to country. If your JUVIA order was delivered to Germany, you will automatically have received a return form and sticker. For returns from Austria, Switzerland, the Netherlands and other EU countries you can download your free return sticker online. To do so, please select 'Returns' on the JUVIA website. This will open a new window where you can enter the relevant data and download everything you need.
Should an article which you have purchased at the JUVIA Online Store have defects, you can of course make a complaint within the statutory warranty periods.
Send the items together with a copy of the invoice explaining the defect to the following address:
JUVIA GmbH & Co. KG
H.S. FASHION logistics GmbH
Am Tie 7
49086 Osnabrück
Germany
If you have any other questions, do not hesitate to contact our customer service team.
We'll try to be quick - we promise! As soon as we have processed your returns, we will get in the touch with the payment service provider. One to two business days later, the money will be back in your account. Refunds are always made to the payment method that was used to pay.
The processing of returns is a high priority for us. To ensure, that your return is processed properly, we usually need up to 7 working days. In the case of an increased volume of returns, e.g. after promotions or sale periods, it may sometimes take us a little longer.
