Returns & Exchanges
Simple process for your return
Even with careful selection, it can happen that an item needs to be returned. To ensure that your return can be processed quickly and easily, we have summarized the process and the most important information for you. If you have questions about your return, an exchange, or a complaint, our customer service will be happy to assist you.
How your return works
Please use our GLS returns portal to create your return label:
After entering your data, you can create your return label and download it as a PDF or receive a mobile parcel label (QR code) via email. With the mobile parcel label, you can show your smartphone at a GLS ParcelShop. The return label will be printed for you there. Then, drop off the package at a GLS PaketShop of your choice. You can find the nearest GLS PaketShop via the GLS ParcelShop Finder.
Please note for your return shipment
To enable us to quickly check and process your return, please observe the following instructions:
- The goods must be unworn, undamaged, and complete.
- Items should be returned in their original packaging if possible.
- Please completely remove or cover old shipping labels.
- Please use a sturdy outer box for the return shipment.
- Product packaging must not be used as shipping packaging.
- Shoe boxes must also be sent in an outer box.
- Shoe boxes with shipping labels attached cannot be accepted.
Return of work safety articles
Please note that personal protective equipment (PPE), hygiene items, and consumables, in particular, can only be returned in perfect condition. Opened packaging, used items, or goods that are no longer fully resalable may not be credited or may only be credited to a limited extent.
return costs and restocking fees
For incorrectly ordered or unneeded items, return shipping costs and restocking fees may apply. The amount of the restocking fee depends on the condition of the returned goods:
- Sellable goods in complete packaging units: 10% of the net value of the goods, but at least €10.00.
- Opened quantities of still sellable goods: 20% of the net value of the goods, but at least €20.00.
- Non-resalable goods: 50% of the net value of the goods plus the costs for restoring their salability.
In case of incorrect deliveries or errors on our part, we will of course take care of a quick and uncomplicated solution.
Exchange of items
A direct exchange via return is not possible. Please reorder the desired replacement item via the AAV shop. After checking the returned goods, we will create the corresponding credit note.
Complaints and faulty items
If you have received a faulty item or notice a defect, please contact our customer service before returning it. Our team will clarify the process with you and support you with further processing.
Processing and handling of your return
Upon receiving your return, we'll inspect the goods as quickly as possible. Once the inspection is complete, you'll receive a corresponding credit or further information on processing your return. Please note: As a commercial customer, you are obliged to inspect the goods upon receipt and report any recognizable defects promptly (§ 377 HGB).
Frequently asked questions about returns
How do I register a return in the AAV shop?
To create a return label, please use our GLS Returns Portal. If you have any questions or complaints, our customer service is happy to help.
Where can I drop off my GLS return?
You can drop off the package with the GLS return label at a GLS PaketShop of your choice. You can find the right ParcelShop via the GLS ParcelShop Finder.
Can I give the return to the GLS driver?
No. With this return process, drop-off is via a GLS PaketShop. Handover to the GLS delivery driver is not planned for this type of return.
When do restocking fees apply?
Restocking fees may apply if items are returned that are not being returned due to an error by AAV. The amount depends on the condition and sellability of the goods.
Can I exchange items directly?
A direct exchange is not possible. Please reorder the desired item via the AAV shop. After checking the return, you will receive the corresponding credit.
How long does it take to process my return?
Upon receipt of your return, we will inspect the goods as quickly as possible. Further processing will then depend on the result of the inspection.