Return policy

You can return your ordered items to us within 14 days of receipt. Please print and fill out the return slip and enclose it with the return shipment. You can find the return slip as an attachment in your shipping confirmation email. Please note that our logistics team can only process your return if the shipment is accompanied by a completed return slip. Otherwise, there will be delays in processing and refunding.

If you have a customer account, you can announce your return via the customer account. If you do not have a customer account, you can also register the return as a guest here.

We recommend that you return the goods in their original packaging to ensure safe and damage-free despatch.

Returns for orders from Austria and Germany are free of charge as long as you use the return shipping label provided by us.

If you return the package to us at your own expense, please use the following address:

Lena Hoschek GmbH – Online Shop
Längenfeldgasse 27 / 6A – Floor B
1120 Vienna
Austria

For questions, suggestions or help, please contact us by phone or e-mail:

Monday to Friday from 9 am to 3 pm

Telephone: +43 50 309 400
E-mail: onlineshop@lenahoschek.com

Returns within Austria and from Germany are free of charge if you use the returns label provided by Lena Hoschek. You will find this in your parcel.

If you are returning the parcel at your own expense using a different sender, please send the parcel insured and with a tracking number.

We process returns promptly and you will be notified by e-mail as soon as your return is completed (no later than 14 days after successful delivery according to tracking).

All return parcels from Austria are delivered by Austrian Post to a returns depot in Wiener Neudorf and transported from there by our logistics partner to our central warehouse in Vienna for final processing. Therefore, there may be a time difference of approx. 3 – 5 working days between the delivery according to the shipment tracking and the actual receipt and final processing of your return shipment.

All return parcels from Germany are delivered by DHL to a returns depot in Regensburg (DE) and transported from there to our central warehouse in Vienna (AT) for final processing. Therefore, there may be a time difference of approx. 7 – 14 working days between the delivery according to shipment tracking and the actual receipt and final processing of your return shipment.

The costs for the return shipment are to be borne by the customer. We recommend sending the order insured and with tracking and tracing.

If you wish to return one or more items from your order from a non-EU country, please follow these instructions:

• When returning goods to the EU, you must always include the original invoice (please mark the returned goods that are in the parcel with a highlighter),
• the export documents,
• a proforma invoice in triplicate,
• the proof of return delivery (e.g. the invoice from the post office) and
  enclose the customs declaration you have completed with the original prices in euros.

It is important that the consignment is declared as a return. Please indicate AUSTRIA or AT as the country of origin.

Otherwise there will be delays in the final delivery and additional costs such as import and storage fees. Austrian customs need to know if the goods were originally exported from Austria to avoid customs duties and taxes once the parcel arrives in Austria.

If you attach all the mentioned papers on the outside of the parcel, customs does not need to open the parcel or ask us about the contents of the parcel.

The costs for the return shipment are to be borne by you.

For returns from countries outside the EU (third countries), a flat rate of 50 euros is charged for the handling of returned goods. This amount will be deducted from the refund amount. Shipping costs for orders placed outside the EU cannot be refunded in the event of a return.

If a shipment is not accepted by the customer, not collected in time from a designated pickup location (e.g. GLS ParcelShop), or returned to us due to incorrect or incomplete address details provided by the customer, we reserve the right to deduct the originally incurred shipping costs from the refund amount.

In the case of international deliveries, we further reserve the right to pass on any additional return shipping costs charged to us by the carrier.

In such cases, a refund of the purchase price will be issued only after deduction of the actual shipping and return costs incurred.