RETURNS & EXCHANGES

If you’re not satisfied with your order or would like to exchange an item, no problem! You can easily initiate a return or exchange through our official Returns Portal.

You can arrange your exchange or return on the following site: RETURNS PORTAL

PLEASE NOTE - To ensure your return can be accepted, items must be unworn, undamaged, and include all original tags and packaging. Otherwise, we unfortunately cannot process your return.

 

FURTHER INFORMATION

Returns: Returns are possible within 14 days of delivery.

Once we have received your return, we will process your refund within 5 business days using the original payment method. You will receive a confirmation email once your return has been completed. Depending on your payment provider, it may take up to 10 business days for the refund to appear in your account. If you purchased using a discount code, the refund will reflect the actual amount paid (after the discount). The terms and conditions of the respective promotion apply.

Exchanges: For exchanges, we will send you the new item free of charge once the returned item has arrived at our warehouse.

Return shipping costs: When using our Returns Portal, a fixed return shipping fee applies:

• €7.50 within Germany

• €15.50 within the European Union

Outside the EU - The right of withdrawal does not apply to customers whose sole place of residence and delivery address are outside the European Union. You can find all details regarding the right of withdrawal.

Manual return shipping: Alternatively, you may return your parcel using your own shipping provider – in this case, you are responsible for the actual shipping costs. Please still register your return via the portal and keep your tracking number, as we cannot be held liable for lost returns. Returns will only be accepted when sent to the following address:

New Land GmbH
c/o Prinz Berlin | Alina
Schäfflerstraße 14
DE - 85276 Pfaffenhofen an der Ilm
Email: hello@prinzberlin.com

 

RETURN POLICY

1. Products can be returned within 14 days of receipt.
   Items must be in perfect, undamaged, original condition, including packaging and tags.
2. Please handle the products carefully and return them in the same condition you received them. If returned items show stains, damage, or signs of wear, we unfortunately cannot accept them and will have to send them back to you. Please be cautious when trying on garments — we cannot accept items with makeup stains or perfume residue.
3. Refunds are made using the same payment method used for your original purchase. We may withhold the refund until we have received the goods or until you provide proof of shipment.
4. Shipping costs for returns or exchanges are non-refundable, unless the item is faulty. You are responsible for the costs of return shipping.
5. If the value of the goods has diminished due to handling beyond what is necessary to examine the nature, characteristics, and functionality of the items, you are liable for any resulting loss in value.
6. Personalized and custom-made items are excluded from exchange and return.

 

CUSTOMER SUPPORT

In case you have any questions, please don't hesitate to reach out to hello@prinzberlin.com - we will get back to you as soon as possible.