Return Policy

To handle all returns or exchanges the following steps must be considered:

  • Every return or exchange must be communicated to the customer service of Steinbach Volkskunst on email to info@steinbach-volkskunst.com to process.
  • All returns must be indicated within 7 days on receipt in writing in order to be effective. 
  • Item(s) must be complete and include all of the original manufacturer’s packaging.

Damaged / Defective Item(s)

  • As soon as you realize your item(s) arrived damaged or defective, please contact us and we will take care of this.
  • If your order arrives with visible damages on the shipment carton, please make sure to take photos immediately and before opening the parcel. Also we need photos of the damaged item to understand and process your case fully.
  • This claim must be done within 7 days on receipt. Please be prepared to provide your full name, order number, telephone number, and item number with a complete description and photos of the problem.
  • Damaged or defective item(s) due to improper use or care can not be returned

Return / Exchange

  • Prepaid return labels for defective items are free of charge, if the damage is claimed as explained above. The label is provided to the customer from Steinbach Volkskunst GmbH.
  • If item(s) are not damaged or defective, but should be exchanged, a $20.00 handling fee per package will be deducted from the refund.
  • If item(s) are not damaged or defective, the customer has to pay for all shipping costs associated with the return as well as any customs, duties or brokerage charges billed to Steinbach Volkskunst GmbH upon receiving the return. We will provide the needed label. 
  • We do not exchange item(s), which are damaged from the customer or altered fraudulently. The warranty is not valid in this case.
  • We do not accept the return of damaged item(s) due to damage during shipping regarding missing manufacturer’s packaging.
  • Personalized item(s), which are not defective, are excluded from returns or exchanges.

Refund

  • If you return defective item(s), but do not want an exchange, we will refund the complete order amount.
  • If you return not defective item(s) and do not want an exchange, we will refund the item value (not the shipping costs).
  • The process of refund can take up to 10 business days once we receive your return. Once processed, it can take up to 5 business days to post to your original form of payment.

In any case please send us an email: support@steinbach-shop.com