Returns, exchanges & refund (FAQs)

Sorry to hear you want to return something!

You have 14 days from the day of delivery to return items to us and receive a refund – in accordance with your legal right of withdrawal.

If you already know you won’t be keeping an item, we appreciate an early return. This helps us process your return faster – thank you!

(The following applies to customers in Austria and Germany)

Please use our returns portal to register your return.

Here’s how it works:
1. Enter the email address you used to place your order. You’ll receive a 6-digit code via email to log in.
2. Select the item you want to return and click “Request return”.
3. You’ll then receive a return label by email. Print it out and attach it visibly to your package.
4. As soon as your return arrives at our warehouse, we’ll process your refund as quickly as possible. You’ll get a confirmation email once the refund has been issued.

Optionally, you can also let us know your reason for the return – we appreciate your honest feedback!

Please note that we are unable to provide return labels for international returns. If you would like to return your order from a country other than Germany or Austria, please send the package at your own expense to the following address:

LKV Logistik GmbH – spottle GmbH
Salzachtalstraße 47
5400 Hallein
Austria

We recommend using a tracked shipping method, as we cannot accept liability for lost return parcels. Thank you for your understanding.

Return shipping costs are generally the responsibility of the customer — unless there’s a valid reason, such as the item delivered damaged or defective, or incorrectly delivered. In such cases, we will of course cover the cost and provide you with a free return label.

For returns from Germany and Austria, you can request a return label via our returns portal. The cost is €8.90 and will be deducted from your refund.

For returns from other countries, we kindly ask you to send the parcel to our warehouse in Austria at your own expense.

We understand that returns are sometimes unavoidable — but we also want to encourage more mindful consumption. Every return means additional transport and environmental impact. Thank you for your understanding.

We do not accept returns of used items. Products must be unused, undamaged, and returned in their original packaging. Please ensure that the item is in perfect condition and suitable for resale.

Due to hygiene regulations, we are unable to refund or restock products that show signs of use or damage. Should such an item be returned to us, we will contact you to discuss next steps. You will then have the option to have the item returned to you at your own expense.

This policy ensures a fair return process for all customers and maintains our quality standards. Thank you for your understanding.

If you purchased a spottle item via Amazon, please initiate the return directly through your Amazon account.

Here’s how it works:
1. Log in to Amazon and go to “My Orders”.
2. Select the item you’d like to return and click “Return item”.
3. Follow the instructions – Amazon will provide all necessary documents.

Please note: Returns for Amazon orders can only be processed through Amazon and not via our own returns portal.

Unfortunately, a direct exchange is not possible. If you'd like a bottle in a different color or size, you can return the original item according to our return policy and place a new order in parallel.

(The following applies only to customers in Austria and Germany)

Here’s how it works:

1. Open our returns portal and enter the email address used for your order. You’ll receive a 6-digit code to log in.
2. Select the item you'd like to return and click “Request return”.
3. Choose “Other” as the return reason and write “Exchange” in the comment field.
4. You’ll receive a return label by email – print it and attach it visibly to your package.
5. Place a new order for the item in your preferred size or color in our online shop.
6. Once your return has been received at our warehouse, we’ll refund the original purchase amount. You’ll receive a confirmation email once the refund has been processed.

We can only accept returns or exchanges for products that are unused, undamaged, and in their original packaging. Please make sure the item is in perfect condition and suitable for resale.

Due to hygiene regulations, we are unable to exchange or refund products that show signs of use or damage. Should such an item be returned to us, we will contact you to discuss next steps. You will then have the option to have the item returned to you at your own expense.

This policy ensures a fair return process for all customers and maintains our quality standards. Thank you for your understanding.

Yes, if you cancel your entire order, you will be refunded both the purchase price and the original shipping costs.

The refund will be processed within 14 days after your return has arrived at our warehouse and has been inspected. Please note that the entire return process — including shipping time and handling — can take up to 21 business days in exceptional cases. Unfortunately, we cannot issue a refund until the returned item has been checked.

The refund will be issued exclusively to the original payment method used. Please note that it is not possible to refund to a different account or credit card.