The short version
- Window: 30 days from delivery for unworn stock items, which is longer than the statutory 14-day withdrawal period.
- Condition: unworn outdoors, undamaged, with any tag still attached. Trying it on the dog indoors is fine.
- Return postage: paid by you, unless the item is faulty or we sent the wrong thing.
- Refund method: back to the original payment method. We do not issue store credit in place of a refund.
- Refund timing: within 14 days of the returned item reaching us, usually within three to five working days.
- Not returnable: engraved items, made-to-measure pieces, and leather balm once opened.
How to return something
- Email support@haroldssswaren.shop with your order reference and what you want to send back. You can also call +49 1709855495 during Monday to Friday, 09:00–17:00 CET.
- We reply with a returns reference. Write it on the outside of the parcel so we can match it to your order when it arrives.
- Send the item, packed so it survives the journey, to: Harold's Lederwaren GmbH, Lämmerspieler Strasse 40-42, 63179 Obertshausen, Germany.
- Keep your proof of posting. Until the parcel reaches us it is at your risk, and proof of posting is what resolves a parcel that goes missing.
You do not need to ask permission first — an item sent back within the window without a returns reference is still processed. It simply takes us longer to identify.
What we refund
The price you paid for the returned item, plus the original standard delivery charge if you are returning the entire order. If you keep part of the order, the delivery charge stays with the part you kept. Where you chose an express or upgraded delivery, we refund the cost of our standard service rather than the upgrade.
Refunds go back to the card or account used for the original payment. We cannot pay a refund to a different card or a different person’s account.
Deductions
We deduct for a loss in value where the item comes back in a condition beyond what was needed to check the fit — walked in, soaked, chewed, scored, or carrying hair, mud or odour that will not come out. We assess it item by item, tell you the amount and the reason in writing, and give you the option of having the item sent back to you instead at your cost.
Faulty items and the statutory warranty
Consumers have the statutory rights on defects under §§ 434 ff. BGB, which run for two years from delivery and are not affected by anything on this page. If a buckle fails, a seam opens or a rivet pulls, write to us with a photograph. Where the defect is ours we pay the return postage, and you choose between repair and replacement.
Normal ageing is not a defect. Vegetable-tanned leather darkens, brass patinas, and a strap that has been worn daily for two years shows it. Cracking, deformation or loose stitching is a different matter — stop using the item and talk to us.
Items we cannot take back
- Engraved items. Stamped to your text, so they cannot be resold. § 312g (2) no. 1 BGB. You confirm this separately before ordering.
- Made-to-measure pieces. Cut to your measurements, same provision.
- Opened leather balm. Hygiene exception under § 312g (2) no. 4 BGB. An unopened tin comes back normally.
None of these exclusions applies where the item is faulty. A faulty engraved tag is still a faulty tag, and we replace it.
Cancelling before dispatch
Write or call and we will cancel the order and refund it in full, provided it has not yet left us. Stock items are usually picked the next working day, so tell us as soon as you can. There is no cancellation fee. We do not operate subscriptions, standing orders or recurring charges of any kind, so there is nothing else to cancel.
Your statutory right of withdrawal
Everything above is our own commercial policy and is more generous than the law requires in its window. Your statutory 14-day right of withdrawal, the model withdrawal form and the exact legal exceptions are set out separately at right of withdrawal. Where the two differ, you may rely on whichever gives you the better outcome.