Returns & refunds

Our returns regulations

You can return any item ordered from the s.Oliver online shop within 14 days of receipt to the following address: s.Oliver Online Shop Michael-Dechant-Str. 11 96260 Weismain Germany You are responsible for the cost of returning items to us. Mail your item(s) back using the carrier of your choice. Please obtain shipping insurance as you are responsible for the items until we receive them. We will re-credit the amount of your purchase to your credit card, PayPal or bank account immediately after... Read more...

How do I send items back?

1. ENTER YOUR REASON FOR RETURN: Before you seal your returns package, please check again to make sure that you have included the reason for return on the return form. You will find an overview of the reasons for return on the first site of your delivery note/invoice. 2. SEND THE PACKAGE: Send the package back to us via DHL International. You can take your returns package to your nearest post office. You are responsible for the cost of returning items to us. Please retain your proof of returns... Read more...

When will the amount for the returned item be refunded to my account?

It can take up to 14 days from the date of return until your credit has been processed. As soon as your return has arrived, you'll receive a confirmation of return from us by e-mail with a record of the item you returned. Each return is automatically refunded via the payment method you used to make your original purchase. Back to category Read more...

Has my return arrived already?

As soon as your return has arrived, you'll receive a confirmation of return from us by e-mail with a record of the item you returned. If you haven't received a confirmation of return yet, you can check the delivery status with the service provider by entering the tracking number for your return in the service provider's portal. Click here to access the online tracking system Back to category Read more...

Not all the items I returned are listed on the confirmation of return

All of the items you returned will be carefully checked and repackaged. If a problem occurs while the item is being processed, or there is need for further clarification, this will be handled separately. It is therefore possible that an item was not listed on your confirmation of return. You'll receive a separate confirmation of return for this item. If you still haven't received any information about the whereabouts of this item after 5 working days, please contact our Customer Service team.... Read more...

Can I exchange an item?

It's not possible to exchange items. If you would like an item in a different size or colour, please place a new order.

How can I lodge a complaint about an item?

If you want to lodge a complaint about an item bought in our online shop, please send us an e-mail with the following information to onlineshop@eu.soliver.com : Surname, first name, address, date of birth and your customer number if you have one Order number containing the item you wish to lodge a complaint about, or the invoice number Item number of the item you wish to lodge a complaint about, or a precise description Grounds for complaint (Ideally you should include a short description here... Read more...

Your privacy is important to us!
Your privacy is important to us! In order to be able to advise you extensively and to make recommendations selected for you, we use cookies and tracking methods on our website. In your privacy settings, you can see which services we use and decide for yourself if and to what extent you would like to agree to these services and even subsequently change the settings at any time.
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Your privacy settings
In order to be able to provide you with an optimal user experience in our online shop and with our advertisements, an experience tailored to your unique needs, we work with various service providers and technology providers, using cookies and tracking methods in the process. We have summarized all of these services to provide you with the following overview. Select for yourself what you would like to consent to with regards to data processing according to Article 6(1) lit. a EU GDPR. You can withdraw your consent at any time by changing the privacy settings. You will find further information about the individual service providers and data collection in our Privacy Policies.
Search engines
We use tracking methods from search engine providers to optimise our advertisements so that you can easily find our online shop in the standard search engines, even with relevant future search queries. For example, to determine the relevance of an advertisement, we record the categories that are interesting to the shop’s visitor, and whether an order was placed. These data are pseudonymised and transferred to the search engine providers.
Display
In order to be able to show you relevant advertising banners on external websites, we work together with display networks and service providers. To optimize advertisements, we use cookies and tracking methods that collect data about surfing behaviour, save that data in cookies and transfer the data, pseudonymised, to the technology providers.
Portals
In addition to our online shop, we also present our most exciting offers and most popular products on external product profiles so that they are easier to find. To optimise product selection, we use cookies and tracking methods, for example, in order to determine which items are particularly popular and if an order is placed as a result of an advertisement.
Affiliates
We work together with affiliate programmes and use their cookies and tracking methods so that you do not miss any exciting promotions and can benefit from bonus programmes. Affiliate programmes are the partner networks of individual website operators such as voucher portals, bonus programmes and bloggers. These technologies help us to determine if the advertisements introduced by the affiliates have generated an order. This benefits both you and the partners.
Retargeting
We work together with retargeting providers so that we can show you advertising banners on external websites with relevant products from our online shop which you may have been interested in, but which you have not yet purchased. In order to do so, transaction data from our website are recorded, e.g., items you have viewed or placed in your shopping cart. Please do not be surprised: If you decide against the collection of data for the purpose of retargeting, a new window will open which will take you to the website of our retargeting provider. In order to ensure that data will no longer be forwarded to the partners, please follow the instructions on their website and then save your details to conclude the process.
Social networks
We use the cookies and tracking technologies of social media channels to show you exciting promotions and customised advertisements on your preferred social networks. In order to do so, pseudonymised data are transferred to the networks and merged, if necessary, with additional data by the network.
Personalisation
Your individualised shopping experience is very important to us! We collect data from your movement and purchasing behaviour in our shop so that we can provide you with customised product recommendations in the online shop and in the newsletter. We use cookies and tracking methods in order to do so.
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