Returns & Refunds Policy

Not quite your perfect fit? We understand.

We want you to love your VON LOEBELL pieces, whether you're wearing them to bed, to breakfast or somewhere entirely unexpected.

If something isn't quite right, here's everything you need to know about returns, refunds and exchanges.

1. Your Right to Cancel or Return

We offer a 14-day return period for eligible online orders worldwide, including orders delivered within the European Union, the United Kingdom, Switzerland and other countries we ship to.

For consumers who have a statutory right of withdrawal under applicable law, that right applies independently of our voluntary returns policy and is not restricted by it.

For customers in countries where no statutory change-of-mind cancellation right applies, we voluntarily offer a 14-day return period under the conditions described below.

Statutory right of withdrawal

If you are a consumer with a statutory right of withdrawal, you have the right to cancel your online purchase within 14 calendar days without giving a reason.

The cancellation period expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receive the goods.

If multiple items from the same order are delivered separately, the cancellation period generally begins when the final item has been received.

To exercise your right of withdrawal, you must inform us of your decision through a clear statement before the cancellation period expires.

You can do this by:

• Emailing hello@vonloebell.com

• Using the cancellation form provided at the end of this policy

• Using the withdrawal function available on our website

Please include your order number and the item(s) you wish to return so we can identify your purchase efficiently.

You do not need to provide a reason for exercising your statutory withdrawal right.

Once you have notified us, you must send the goods back without undue delay and no later than 14 calendar days after communicating your withdrawal.

The deadline is met if you dispatch the goods before the 14-day return period expires.

Voluntary returns

For customers without an applicable statutory cancellation right, we voluntarily accept eligible change-of-mind returns if you notify us within 14 calendar days after receiving your order and dispatch the goods within a further 14 calendar days.

The conditions for these voluntary returns are explained below. Mandatory consumer rights always take precedence.

2. How to Return Your Items

Returning your VON LOEBELL pieces is straightforward.

Step 1: Notify us

Email hello@vonloebell.com with your order number and the items you would like to return, or use our online withdrawal function where applicable.

Step 2: Prepare your return

Pack your items carefully to protect them during transport.

We recommend using the original packaging where possible, including any protective pouch or bag supplied with your order.

You are welcome to inspect and try on your VON LOEBELL pieces, just as you would in a physical shop.

Please handle items with care and avoid wearing, washing or using them beyond what is necessary to assess their fit, appearance and characteristics.

For statutory withdrawals, handling beyond what is necessary to inspect the goods may result in a reasonable deduction for any resulting loss in value, as permitted by applicable law. Missing original packaging or detached tags do not automatically invalidate a statutory withdrawal.

For voluntary returns where no statutory withdrawal right applies, items must be unused, unwashed and in a resaleable condition, with their original tags and accessories included.

Step 3: Ship your return

Please send your return to:

SUXESS LOGISTIC Lager "VON LOEBELL Collection"
SUXESS LOGISTIC GmbH
Industriestraße 7
2353 Guntramsdorf
Austria

Please include your order number inside the parcel.

We strongly recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.

3. Return Shipping Costs

For change-of-mind returns, including statutory withdrawals where legally permitted, customers are responsible for the direct cost of returning the goods to our warehouse in Austria.

This applies to eligible returns from Austria, the European Union, the United Kingdom, Switzerland and other international destinations.

You may choose your preferred shipping provider and pay the return shipping costs directly.

We do not offer prepaid return labels as a standard service.

We do not charge restocking or administration fees for exercising statutory withdrawal rights.

If you receive a faulty, damaged or incorrect product, please contact us before arranging a return. We will provide an appropriate solution and cover necessary return costs where required by applicable consumer protection laws.

4. Refunds

Statutory cancellations

If you validly cancel your entire order under an applicable statutory withdrawal right, we will refund the payments received from you, including the original delivery costs up to the amount of our least expensive standard delivery option offered at checkout.

If you selected a more expensive delivery method, such as express shipping, we are not required to refund the additional delivery costs.

If you return only part of your order, we will refund the purchase price of the returned products. Any adjustment to original delivery costs will be determined in accordance with applicable law.

Refunds will be made without undue delay and within the legally required timeframe.

For withdrawals governed by Austrian law, reimbursement must generally be made no later than 14 calendar days after receiving your cancellation notice. We may withhold reimbursement until we have received the returned goods or you have supplied proof of dispatch, whichever occurs first.

For UK statutory cancellations, reimbursement will be made no later than 14 calendar days after receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.

Refunds will be issued to your original payment method unless you expressly agree otherwise.

We do not charge any refund processing fees.

Any legally permitted deduction for a reduction in the value of returned goods will be assessed based on their condition and the applicable legal requirements.

Voluntary returns

For eligible voluntary returns where no statutory cancellation right applies, we refund the purchase price of the returned products within 14 calendar days after receiving and inspecting the goods.

Original outbound shipping charges are not refunded for voluntary change-of-mind returns unless required by applicable law or expressly agreed otherwise.

Refunds will be issued through the original payment method.

Refunds are made in the original transaction currency. Any currency-conversion differences or additional fees charged independently by your bank or payment provider are outside our control.

5. Exchanges

We currently do not offer direct exchanges for different sizes, colours or prints.

If you would prefer another size or design, please place a new order through our online shop and return your original item in accordance with this policy.

This does not affect your statutory rights to remedies for faulty, incorrect or non-conforming goods.

6. Faulty, Damaged or Incorrect Items

Every VON LOEBELL piece should arrive exactly as expected.

If your order arrives damaged, faulty, incomplete or incorrect, please contact us at hello@vonloebell.com.

Where possible, include:

• Your order number

• A brief description of the issue

• Photographs showing the problem

Photographs help us assess the situation but are not a mandatory condition for exercising statutory consumer rights.

We will review the issue and arrange an appropriate solution in accordance with applicable consumer protection laws.

Depending on the circumstances and the applicable law, this may include a repair, replacement, price reduction or refund.

Where required by law, we will cover the necessary costs of returning faulty or non-conforming goods.

Your statutory consumer rights are independent of the 14-day change-of-mind return period and remain valid beyond that period where applicable.

7. International Returns: UK, Switzerland & Other Non-EU Countries

Our pyjamas travel well. Sometimes they need to travel back.

We offer a 14-day return period for eligible online orders from all countries we ship to, including the United Kingdom, Switzerland and other destinations outside the European Union.

Where statutory withdrawal rights apply, those rights take precedence over our voluntary return conditions.

How international returns work

Please notify us at hello@vonloebell.com within 14 calendar days of receiving your order.

Once you have notified us, please dispatch your return within a further 14 calendar days.

Customers are responsible for arranging and paying for return shipping to our Austrian warehouse for ordinary change-of-mind returns, where permitted by applicable law.

We strongly recommend using a tracked and insured international shipping service.

Please retain your proof of shipment and tracking number until your return has been processed.

Customs, Duties & Taxes

For returns shipped from outside the European Union, including the United Kingdom and Switzerland, customs documentation may be required.

Please clearly identify the shipment as a return of previously purchased goods, provide accurate customs declarations and include any required documentation, such as the original order number or commercial invoice.

Where the conditions are met, the shipment should be processed under the appropriate returned-goods customs procedure to help avoid unnecessary import duties and taxes.

Customers are responsible for the direct costs of return shipping and any customs-related charges arising from incorrect or incomplete documentation for which they are responsible, to the extent permitted by applicable law.

Import duties, customs clearance charges and taxes paid directly to customs authorities or third-party delivery providers are not automatically refundable by VON LOEBELL.

Depending on the destination country and applicable customs regulations, customers may be eligible to request reimbursement of certain import duties or taxes from the relevant authority or provider.

Any duties or taxes originally collected by VON LOEBELL will be refunded where required by applicable law.

Please contact us before sending an international return if you are unsure about the customs documentation required.

United Kingdom

UK consumers are entitled to applicable statutory cancellation and consumer protection rights, including those provided under the Consumer Contracts Regulations and Consumer Rights Act.

For ordinary change-of-mind returns, customers are responsible for the direct cost of shipping their return to Austria, where permitted by law.

Refunds for statutory cancellations include applicable original standard delivery charges, as required by UK law.

Switzerland

Swiss law does not generally provide an automatic statutory right to cancel an online purchase simply because a customer has changed their mind.

However, VON LOEBELL voluntarily offers eligible customers in Switzerland a 14-day return period under the conditions described in this policy.

For such voluntary returns, customers are responsible for return shipping costs, and original outbound shipping charges are not refundable unless otherwise required by applicable law.

Statutory rights concerning defective or non-conforming products remain unaffected.

Other Non-EU Countries

For customers in other countries outside the European Union, our voluntary 14-day return policy applies unless applicable mandatory consumer protection laws provide additional or different rights.

International customers are responsible for ordinary change-of-mind return shipping costs where legally permitted.

Customs duties, import taxes and other government charges are handled according to the applicable rules of the destination and return countries.

Nothing in this policy excludes or restricts consumer rights that cannot lawfully be excluded or restricted.

8. Exceptions to the Right of Withdrawal

Certain goods may be exempt from statutory cancellation rights where a specific legal exception applies.

Depending on the applicable law, these may include:

• Goods made to a customer's individual specifications or clearly personalised

• Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the statutory conditions for the exception have been met

These exceptions apply only where the relevant legal requirements are satisfied.

Ordinary pyjamas, nightshirts and textile accessories are not automatically excluded from statutory withdrawal rights simply because they are clothing or personal-use products.

Where an item is exempt from the statutory cancellation right, we will communicate this clearly before purchase.

For voluntary returns without an applicable statutory withdrawal right, personalised goods and products that have been worn, washed or used beyond inspection are not eligible unless otherwise agreed.

These exclusions do not affect statutory rights relating to faulty or non-conforming goods.

9. Contact Us

Questions about your order, return or refund?

We're happy to help.

VON LOEBELL Collection
Email: hello@vonloebell.com

Legal seller: Benedikt Loebell
Registered business address: Loschberg 19, 3914 Waldhausen, Austria

Returns warehouse

SUXESS LOGISTIC Lager "VON LOEBELL Collection"
SUXESS LOGISTIC GmbH
Industriestraße 7
2353 Guntramsdorf
Austria

10. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from your contract. You are not obliged to use this form.

To:

Benedikt Loebell

Loschberg 19

3914 Waldhausen

Austria

Email: hello@vonloebell.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods ordered:

Order number:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s):
(Only if this form is submitted on paper)

Date:

Delete as appropriate.

Last updated: 20 October 2026