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Would you like to file a complaint or return an incorrectly delivered, defective, damaged, or faulty item? You can easily submit a complaint or return through our customer center within 30 days of the shipment.
- Go to our Customer.
- Log in with your personal access data.
- After logging in, you will find all your orders under “Order Overview”.
- Find the relevant order and report your complaint to us using the “Return item” button.
- Now you can select the items and quantity you want to return. You can also provide a reason for your return.
- Your return slip or return label will then be available for download.
- Please print this out and stick it on your package.
- Alternatively, you can also take the QR code shown there directly to a DHL station. There, the QR code will be scanned, and the return label will be printed and attached to the parcel by a DHL employee. If you have any problems with the QR code, please contact us via the Customer to our support.
- Finally, you can send the package prepared in this way to the nearest DHL station free of charge.
IMPORTANTReturns without an ApoNatura return slip will be refused, as our logistics partner cannot match the shipment to your order. A guarantee for loss of goods cannot be guaranteed. Therefore, please always use the ApoNatura return slip via the Customer.
FAQ
How long does it take to process my complaint or return?
As soon as the item(s) in question are received by our logistics partner, we will inspect them. Please allow us up to 14 days for this. This usually takes less time, of course.
Where can I see the status of my complaint or return?
In the customer center under “Order overview” you will also see the status of your complaint or return for each order.
When can I complain about or return an item?
You can return or claim an item within 30 days of shipment if it was delivered incorrectly or if you received a defective or damaged item. For more information, see Return conditions & return periods.
Who covers the costs of a return?
Who bears the costs of a complaint we have in the return costs recorded for you.
When will I receive my refund?
Here too we have the information on this topic for you at Refunds summarized.
Is it a problem if I don't download the return slip immediately?
No. The Customer Center can also help you with this. Return slips for your complaints or returns are available for download there. However, please note that the return slip expires after 30 days and can no longer be downloaded from the Customer Center after that time.
Can I get my return slip again without a customer account?
Yes. You can request your return slip again through our customer support even without an ApoNatura customer account. However, this is much more complicated and takes a bit of time. It's done in your personal customer account with just a few clicks. Learn how here. Create Account .