Shipping & Returns

Shipping costs

We reliably ship your order with DHL within Germany and to numerous countries in Europe and worldwide.

From an order value of 300 € you benefit from reduced shipping costs or – within Germany – from free shipping. The shipping costs depend on the country of delivery and the respective order value. Your order must reach us by 13:00 so that it can arrive with you on the next working day (Saturday excluded) by DHL Express.

Country of delivery Order value under 300 € Order value from 300 €
Germany 5,95 € free
Austria 9,95 € 5,95 €
EU (outside Germany & Austria) 14,95 € 5,95 €
Switzerland 19,95 CHF 9,95 CHF
International (outside Europe) 49,00 € 9,95 €
DHL Express* 9,95 € 9,95 €


If, as a result of the return of part of the order, the order value falls below the original order value of 300 €, the shipping costs applicable to the respective country of delivery will be taken into account accordingly in the refund.

*With the payment method prepayment (bank transfer), delays occur, and express shipping will only be carried out as usual once payment has been received in full.

Delivery times

Your order must reach us by 13:00 so that it can arrive with you on the next working day (Saturday excluded) by DHL Express. Orders received at the weekend will be delivered to you on the second working day of the following week.

Returns

Should an item ever not meet your expectations, you can register your return or exchange conveniently within 14 days of delivery via our returns portal.

Simply log in to the returns portal with your order number and select the items concerned. You can then decide whether you would like a refund or an exchange.

We charge a fee of 2,95 € per return for the processing of returns. This will be taken into account accordingly in the refund.

A prerequisite for a refund or an exchange is that the items are unworn or unused, show no signs of use and are returned complete, including the original packaging.

Please use only the return label provided via the returns portal for returns.

Alternatively, returns can also be handed in at one of our stores. Our staff will be happy to assist you there in person.

» Returns portal

HOW CAN I SEND THE SHOES BACK?

To initiate a return, please use our returns portal. This is the quickest and easiest way to create a return label.

  • Visit the returns portal at [Link to the returns portal].
  • Enter the order number and the e-mail address associated with your order.
  • Select the items that you would like to return for a refund or an exchange.
  • Create the return label. Please note that the label is no longer automatically enclosed with your delivery but must be created via the returns portal.

Shipping conditions

  • Shipping within Germany:
    For returns within Germany, you can use the return label you have created and hand the parcel in at a post office branch or a parcel shop of your choice.
  • Shipping within the European Union:
    If you are in an EU country, you can likewise generate the return label via the returns portal and send the parcel to a local post office branch or a parcel service provider.
  • Worldwide shipping:
    The same steps apply to returns from countries outside the European Union. Here too, you create your return label via the returns portal and send the items back to us.

Enclosing the returns slip

The returns slip is enclosed with your order, but does not need to be filled in. Please simply put it in the parcel together with the items to be returned. This enables us to process your return more quickly.

Further information

  • Please make sure that the items are returned unworn and in the original packaging in order to ensure a smooth reversal of the transaction.
  • The return costs may have to be borne by the buyer, unless the return is necessary due to a fault on our part.

PROCESSING OF THE RETURN

As soon as the return has arrived with us and has been checked, we will take care of processing your exchange request as quickly as possible. Depending on availability, we will send you the new shoes. Should your desired model currently not be available in your size, we will contact you immediately. In the case of a refund, the time of the repayment may vary – depending on the payment method. In the case of repayments via credit card, you will usually find the entry on the credit card statement of the following month. We have no influence on the billing date of your statement.

If you have any questions, you can reach our customer service at the following e-mail address: service@n91berlin.com

RETURNS ADDRESS

Heinrich Dinkelacker GmbH
Wolfener Str. 32/34
Geb. 12 / Aufgang I
12681 Berlin