Returns & Refunds

How do I return an item?

For returns within Germany, please follow these steps:

1. Use the return label: Your parcel normally includes a free DHL return label. If it is missing, you can create a new label through our DHL returns portal.
2. Complete the returns slip: You will find the returns slip together with the delivery note in your parcel. Indicate which items you are returning and, if you wish, the reason for your return. If the slip is missing, simply include a note with your name, order number and the items you are returning.
3. Pack the items: Place the items in a parcel together with the returns slip or your note and seal it securely.
4. Send the parcel: Attach the return label clearly to the parcel and remove or cover any old shipping labels. Then drop off the parcel at a DHL branch or DHL Parcelshop.

Keep your proof of postage until your return has been fully processed.

For returns from Austria and other EU countries, you are responsible for the return shipping costs. Send the items together with the returns slip or your note using a carrier of your choice to:

Comazo GmbH & Co. KG Herstellerverkauf
Raiffeisenstr. 6
78658 Zimmern
Germany

How long do I have to return items?

You can withdraw from your order within 14 days of receiving the goods without giving a reason. If items from the same order are delivered separately, this period begins when you receive the last item.

Please clearly notify us of your decision to withdraw within this period, for example by using our online withdrawal form or by emailing [email protected].

After notifying us of your withdrawal, please return the items without delay and no later than a further 14 days. It is sufficient to send the parcel within this period.

For more information, please see our withdrawal policy.

Are returns free?

Yes, returns within Germany are free. Please use the DHL return label included in your parcel. If it is missing, you can create a free label for your return within Germany through our DHL returns portal.

For returns from Austria and other EU countries, you are responsible for the return shipping costs. You can use a carrier of your choice.

How do I get a return label?

Your parcel normally includes a DHL return label. Use this for your free return within Germany.

If the label is missing or has been lost, you can create a new one through our DHL returns portal.

This label is not available for returns from Austria and other EU countries. Please send your return at your own expense using a carrier of your choice.

My returns slip is missing. What should I do?

You will normally find the returns slip together with the delivery note in your parcel. It is not available to download online.

If it is missing, simply include a note with your return containing the following information:

• Your name
• Your order number
• The items you are returning, ideally including the product number, size and quantity
• The reason for your return, if you wish

This will help us match your return to your order and process it.

Can I try on underwear and return it?

Yes, you can try on our underwear and return it under your right of withdrawal.

Please wear your own underwear underneath when trying on briefs and shorts. Handle the items carefully, avoid soiling them and leave the original tags attached wherever possible.

If you wish to return the underwear, please do not wash it or wear it beyond trying it on.

For more information, please see our withdrawal policy.

Can I exchange an item?

Unfortunately, we cannot offer direct exchanges. If you would like an item in a different size, colour or style, please place a new order in our online shop.

You can return the item you originally ordered under your right of withdrawal. Your refund will be issued to your original payment method. It cannot be credited towards your new order.

Can I return my online order in a store?

Unfortunately, items purchased from the Comazo online shop cannot be returned or exchanged in our stores. Please send the items back to us as described under “How do I return an item?”.

If you purchased an item in one of our stores, please contact that store directly. These items cannot be returned or exchanged through the online shop.

When and how will I receive my refund?

We usually initiate your refund within a few working days of receiving your return. The refund will be issued to the payment method you used when placing your order.

Depending on your payment provider or bank, it may then take a few more working days for the refund to appear in your account.

If you chose to pay later with Klarna, the outstanding amount will be adjusted accordingly. If you have already paid, your refund will be processed through Klarna.

If you exercise your right of withdrawal, we will issue your refund no later than 14 days after receiving your notice of withdrawal. We may withhold the refund until we have received the goods or you have provided proof that you have sent them back, whichever is earlier.

For more information, please see our withdrawal policy.

How do I exercise my right of withdrawal?

You can easily notify us of your withdrawal using our online withdrawal form. After submitting it, you will receive an acknowledgement by email.

Alternatively, you can send your notice of withdrawal by email to [email protected] or by post to:

Comazo GmbH + Co. KG
FAO eComazo
Martin-Luther-Straße 1
72461 Albstadt
Germany

Please clearly state that you wish to withdraw from all or part of your order. Include your name and order number so that we can match your withdrawal to your order.

You can also use our model withdrawal form (PDF). You are not required to use a form.

You will find all information about the deadlines, along with links to the online form and the model withdrawal form, in our withdrawal policy.

Please note: You will find the address for returning your goods under “How do I return an item?”.