Refund policy

Last updated: October 22, 2026

These updated return-cost and return-process terms apply only to orders placed after this policy update. Promises already made to customers and rights relating to existing orders remain unaffected. If you were promised free return shipping or a free return label, we will honour that promise.

Returns and cancellations

Return eligibility depends on the items in your order.

Please handle items carefully and, where possible, return them complete and in their original packaging. You may inspect and try on clothing as you would in a shop. You are only liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Your statutory right of withdrawal remains unaffected.

As a consumer, you generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason. Where goods from one order are delivered separately, the period begins after you receive the last item.

For a statutory withdrawal, you bear the direct cost of returning the goods, provided that you were informed of this before concluding the contract. There is no general entitlement to free return shipping or a free return label. Any such promise already made to you remains unaffected. For justified claims concerning defective or incorrectly supplied goods, COERVIANO bears the necessary costs under your statutory warranty rights.

You can request cancellation or removal of items from your order until the item is shipped. This does not limit your statutory right to withdraw after delivery.

How to start a return or cancellation

To exercise your statutory right of withdrawal, a clear declaration of your decision to withdraw is sufficient. You do not have to give a reason.

You can notify us of your withdrawal, for example, by email to info@coerviano.com. You are not required to log into a customer account or use a returns portal.

After declaring your withdrawal, send the goods back within 14 days to the return address in the Contact section below. Prior approval is not required to exercise your statutory right of withdrawal.

You do not need to contact customer service separately before exercising your statutory right of withdrawal. Please do not use the sender address on the shipping label without checking it.

Damages and issues

Please inspect your order when you receive it and contact us if an item is defective or damaged, printed incorrectly, or if you received the wrong item. Where possible, include your order number, a brief description of the problem and informative photographs. We will assess your concern and provide an appropriate solution under your statutory warranty rights. You will not bear the necessary return costs for justified defect or incorrect-delivery claims. Your statutory rights remain fully preserved.

Exceptions and non-returnable items

Statutory exceptions may apply to certain goods. Under section 312g(2)(1) of the German Civil Code (BGB), the right of withdrawal may be excluded for goods made to the customer's specifications or clearly personalised, for example with a requested name, personal wording or a design created specifically for the customer. Merely producing a standard item after an order is placed does not automatically exclude the right of withdrawal.

Exchanges

Contact us to ask about exchange options before returning your item. A voluntary direct exchange is not generally offered; we can help you place a new order for another size, colour or design. Your statutory withdrawal and warranty rights remain unaffected.

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.

After you notify us that you wish to cancel, you must return the goods within 14 days.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

After you tell us you wish to cancel, you must return the goods to us within 14 days.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

Refunds

We will notify you after we receive and inspect your return. For a valid statutory withdrawal, we will refund the payments received, including the cost of the least expensive standard delivery we offered, as required by law, within 14 days after receiving your withdrawal declaration. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever occurs first. We will use the original payment method unless expressly agreed otherwise, without charging you a refund fee. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period after it has been issued, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.