Returns, exchanges & refund (FAQs)
Returns
You want to return or exchange an item?
No problem – it's quick and easy with our returns portal. Simply enter the email address you used to place your order. You’ll then receive a six-digit code by email to securely log in to the portal. There, you can select the item you want to return and register your return.
How do I return an item?
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.
2. You’ll receive a 6-digit code via email to log in.
3. Select the item you want to return and click “Request return”.
4. You’ll then receive a return label by email. Print it out and attach it visibly to your package.
5. 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.
How long do I have to return an item?
You have 14 days from the date of delivery to return items to us for a refund, in accordance with your statutory right of withdrawal.
How does a return work outside of Germany & Austria?
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.
Who covers the cost of returns?
Return shipping costs are generally borne by the customer — unless there is a valid reason, such as if an item was delivered damaged, defective, or incorrect. In such cases, we will of course cover the return shipping costs.
For returns from Germany and Austria, you can request a return shipping label via our returns portal. A fee of €8.90 applies and will be deducted from your refund.
For returns from other countries, we ask that you send the package to our warehouse in Austria at your own expense.
Can I return an item if I’ve already used it?
Returns are only possible if the item is unused, undamaged, and in its original packaging. Please ensure that the product is in perfect, resalable condition. Unfortunately, we cannot accept or refund items that have already been used or damaged.
If such an item is nevertheless returned to us, we will contact you. Upon request, we can send it back to you.
This policy helps ensure fair returns and prevents used products from being sent to other customers.
Returns of Amazon orders
How do I return an item ordered via Amazon?
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.
Exchange
Can I exchange an item? (e.g. for a different size or color)
A direct exchange is unfortunately not possible. Please return the original item in accordance with our return policy and simply place a new order for the desired item. Customers in Austria and Germany can conveniently process their return via our returns portal.
Can I exchange an item if I’ve already used it?
No — exchanges are only possible for items that are unused, undamaged, and in their original packaging. For hygiene reasons, we unfortunately cannot accept returns of items that have already been used.
If such an item is nevertheless sent back to us, we will contact you. Upon request, we can return it to you.
This helps us ensure fair returns and prevents used products from being sent to other customers.
Refund
Will I be refunded the original shipping costs if I return my order?
Yes, if you return your entire order, you will be refunded both the purchase price and the original shipping costs.
How long does the refund take?
The refund will be processed within 14 days after your return has been received and inspected at our Austrian warehouse. Unfortunately, we are unable to issue a refund before the returned item has been checked.
How is the refund issued?
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.