Returns and Exchanges
For orders totaling €40.00 or more, you can request a free return label within 125 days according to our terms and conditions (Germany and Austria). For orders with an original value of less than €40.00, a return shipping fee of €4.50 will be charged.
ℹ️ Important: Please be sure to include a copy of the invoice. This is the only way we can quickly and correctly assign and process your return.
You are welcome to return only parts of an order (for example, leftover skeins). However, we ask that you only return items in perfect condition. No refunds will be issued for needles and accessories in damaged packaging or incomplete skeins without tags.
Should an exchange be desired, the following options are available:
1. Inform us of your replacement request via email or include a note in your return shipment. Your replacement order will be shipped as soon as we receive and process your return. The outstanding amount of the original order will be deducted from the new invoice amount. In the event of a payment due/credit note, our accounting department will contact you. Please note that this option will result in a longer waiting time until the new shipment is processed. If you need the new order sooner, we recommend option 2.
2. Simply place your replacement order as a new order in our shop. This prevents the desired item from selling out in the meantime, and shipping will proceed as usual within 24 hours. Once we receive your return, we will refund the outstanding amount as described under "Refund".
Repayment
After we have received your return, we will transfer the order value excluding shipping costs (unless a replacement is requested) back to the method of payment you used within 14 days. If you wish, we can also issue an email voucher code, which you can deduct from your next order under “Check & Buy”. Please be sure to include a copy of the invoice with your shipment. Unfortunately, processing may be delayed without an invoice. Thank you very much for your help!
Return address
Germany:
Please request the return label at www.filati.info/dhl-retoure.
Then print it out, attach it to the package and drop it off at your nearest post office.
Austria:
Please request the return label at www.filati.info/post-retoure.
Then print it out, attach it to the package and hand it in at your nearest post office.
International:
Return shipping costs are not covered for international orders. Please send your return with sufficient postage to:
|
FILATI eCommerce GmbH Returns Center Dreisesselstr. 43 94110 Wegscheid Germany |
or |
FILATI eCommerce GmbH Returns Center Walchshoferweg 26 4121 Altenfelden Austria |
Return Checklist
For a smooth and quick return process, please follow these steps:
✅ Create a return label
✅ Pack all unused items completely
✅ Include a copy of the invoice
✅ Securely seal the package
✅ Attach the return label
✅ Drop off the package at the appropriate shipping point