Exchange
Want a different size? Please register your exchange via our returns portal. A direct package-for-package exchange is not logistically possible. After receipt and inspection of your return, you will receive store credit and can order your desired size again.
This is how the exchange works
Within Germany, the first size exchange per order is free of charge, provided the exchange conditions are met.
After successful inspection, you will receive the value of the goods as store credit and can order your suitable size again.
Outside Germany, we do not provide a DHL return label. Returns there are at your own expense.
In this case, it is not a normal exchange but a complaint. If the complaint is justified, you will not incur any return shipping costs.
Please have your order number and the email address you used to order ready.
Register ExchangeExchange in 3 Steps
Enter your order details, select the exchange option, and upload the requested photos.
Pack the item carefully. If a DHL label is provided to you, please use exactly this label.
After receipt and inspection of your return, you will receive store credit and can order your desired size again in the shop.
What must be observed?
To process your exchange, the returned item must arrive with us in a verifiable and as original condition as possible.
The goods should be free from foreign odors, makeup traces, sweat, animal hair, or obvious signs of use.
Please return the item with undamaged hangtags and carefully packaged whenever possible.
Inspection & store credit
Manual inspection: After receiving your return, the goods will be inspected at the fulfillment center. This process can take up to 14 working days.
Store credit: As soon as your exchange has been checked and approved, you will receive the value of the goods as store credit. You can then order your desired size again in the shop.
If you have questions about the status, please contact our support first. In many cases, we can resolve your issue more quickly directly.
Money back instead of a new size
If you want a refund to the original payment method instead of an exchange, our return and withdrawal conditions apply.
When refunding to the original payment method, DHL return shipping costs may be deducted from the refund amount if you use a return label provided by REALSTIL and no defect is present.
Withdrawal, defects & personalized items
The free first size exchange within Germany is a voluntary service provided by REALSTIL. Statutory rights of withdrawal and warranty remain unaffected.
Defective, damaged, or incorrectly delivered goods do not count as a normal exchange. Please report the case as a complaint via our returns portal. If the complaint is justified, you will not incur any return shipping costs.
For items that are actually made according to your individual specifications, the statutory right of withdrawal according to § 312g para. 2 no. 1 BGB may be excluded. This particularly applies to clearly personalized products, for example with personal name printing, your own text, or individual custom-made items. Such an exclusion is clearly stated in the respective product description.
We are neither obligated nor willing to participate in a dispute resolution procedure before a consumer arbitration board.
