The exchange form can be found with the order you received from us. If you do not have a form, download the form via the button at the bottom of this page and then print it out. 
Do you want to exchange from abroad? Please contact our customer service for a DPD label. 
Please fill in the form as completely as possible or exchange your order via one of our megastores.
Make sure that no traces of use such as sand under shoes or hair remain in blankets.
Please ensure that the item is properly packaged with the tags attached in its original packaging so that we can receive the item in good condition.
Use the reply number at the bottom of the return form and stick it on the box.
Drop off your package at a post office near you and keep your proof of postage.
As soon as we have received your package and processed it in our system, you will receive a confirmation from us. 
We will send you the new item the same day, provided it is in stock. If it takes longer, we will inform you.

Are you not completely satisfied with your ordered item or are you still in doubt about your purchase? Don't worry, we fortunately give you 30 days to think about it.
A damaged item cannot be returned. Items that are damaged due to improper packaging of the return shipment will be refunded minus the damage value. A personalized item, such as embroidery, printing or engraving, cannot be exchanged or returned.
If you are sure you want to return the item, this is also very easy.
How does the return work?
The return form can be found with the order you received from us. If you do not have a return form, download the form via the button at the bottom of this page and then print it out. 
Do you want to return from abroad? Please contact our customer service for a DPD label. The costs for this are €6,95. This amount will be deducted from the amount to be refunded.
Please complete the returns form as completely as possible or return your order via one of our megastores.
An item cannot be exchanged if it has been washed. It may not be made dirty and can only be returned in its original condition and factory packaging. So make sure that no traces of use such as sand under shoes or hair in blankets remain.
Products contaminated with, for example, hair, manure, or sand are considered damaged. Any cleaning costs (€10,00) for removing the dirt will be deducted from the return amount. We recommend keeping this in mind when trying on products. For example, always use an underblanket when trying on blankets. Items that are no longer saleable will be returned after the return and shipping costs (€10,98) have been paid. If the contaminated item needs to be exchanged, you will receive a link to pay the cleaning costs (€16,95 for a blanket) for the returned item.
Please ensure that the item is properly packaged with the tags attached in its original packaging so that we can receive the item in good condition.
Use the return address at the bottom of the return form and stick it on the box. Return costs for sending to our reply number (€5,99) will be deducted from the amount to be refunded. Returns in the store are free. If a package is refused, return costs will also be charged.
Drop off your package at a post office near you and keep your proof of postage.
As soon as we have received your package and processed it in our system, you will receive a confirmation from us. We aim to have your money back in your account within 14 days. Usually this is faster.
If you return your store purchase and you paid (partly) with a Gift Voucher, Fashion Voucher or VVV Gift Card, you will receive a new Divoza gift voucher (with that part of the purchase price) in return.

When you offer your return at the post office, you will receive a track & trace code. With the help of this code, you can easily track your package and see if and when the package has arrived with us.
As soon as we have received your return, you will receive a confirmation from us. We always process your return carefully and this can take up to 48 hours after receipt.
Would you like to know more about your return? Please contact the customer service, we are happy to give you more information.

How annoying that you did not receive your order in good condition.
If your order is broken or incomplete, we will gladly resolve this for you as soon as possible! Therefore, please contact us as soon as possible. You can do this at customer service or in one of the Divoza megastores. Try to describe the problem as clearly as possible, and discuss with us which solution best suits the situation.
Do you have the idea that you have not received all of the product or is the product not the product that you ordered? Then contact the customer service and let us know what went wrong, we are happy to help you. Together we will assess whether you return the product or whether we will deliver the missing parts.

Complaints
If you have a complaint about an item you purchased in one of our stores, please return the item and receipt to the store where you purchased it.
If you have a complaint about an item you purchased online, please contact us by phone or email. If a complaint is deemed valid, you will receive a one-time refund for the item in question. This will be either the same item, a different comparable item with a possible additional payment, or a gift certificate for the amount you paid. This certificate is valid indefinitely. If possible, Divoza will repair the item in question.

Exceptions
For example, if you have received a Divoza gift card, you unfortunately cannot exchange it for cash.
If the item has been worn, used or if the product is no longer in its original packaging, we unfortunately cannot accept returns. So if you have taken a ride with your new saddle pad, you can no longer return it.