Refund policy

Returns & Exchanges

You can return or exchange items within 14 days of delivery. Everything is handled online in our returns portal.

Step 1: Check eligibility
Before you start, please check:

• The item was bought in our online shop.
• No more than 14 days have passed since you received your order.
• Please return the item unworn, unwashed and with all tags and the original packaging. If an item shows signs of use beyond what is needed to check it, we may deduct the resulting loss in value from your refund.

Step 2: Register your return or exchange in our returns portal
Go to our returns portal, enter your order number and the email address of your order, and choose what you would like to send back. Select Exchange (e.g. a different size or another item) or Return (refund). You will receive a return number and a return slip by email.

Step 3: Send it back
Pack the items securely and put the return slip in the parcel. No printer? A note with your return number is enough. Send the parcel to:

Sterlingz Department
Büdericherstraße 26
41460 Neuss
Germany

You cover the return postage – choose the carrier you prefer. Please keep your proof of postage.

Step 4: Refund processing
As soon as your parcel has arrived and been checked, we process your refund or exchange – usually within 1–3 working days. Refunds go to your original payment method; depending on your bank, it may take a few more days until the amount appears in your account.

Received a defective or wrong item?
Please report it in the same returns portal and upload a photo. We will get back to you quickly with a solution. Your statutory warranty rights remain unaffected.

Questions? Please see our FAQ or write to support@sterlingz.de – we are happy to help.

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Right of withdrawal for consumers
(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession.)

Instructions on withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day

• on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods, if you ordered one or more goods in one order and they are delivered together;
• on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good, if you ordered multiple goods in one order and they are delivered separately;
• on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last lot or piece, if you ordered a good consisting of multiple lots or pieces.

To exercise the right of withdrawal, you must inform us (Sterlingz Department, Büdericherstraße 26, 41460 Neuss, Germany, email: support@sterlingz.de) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory. You can also exercise your right of withdrawal online at https://service.sterlingz.de/widerruf or via the “Withdraw from contract” button at the bottom of every page of our online shop. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion or early expiry of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods made to the consumer’s specifications or clearly personalised.

The right of withdrawal expires prematurely in the case of contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery.

End of the instructions on withdrawal

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Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

• To Sterlingz Department, Büdericherstraße 26, 41460 Neuss, Germany, email: support@sterlingz.de:
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
• Ordered on (*)/received on (*),
• Name of consumer(s),
• Address of consumer(s),
• Signature of consumer(s) (only if this form is notified on paper),
• Date

(*) Delete as appropriate.