Returns & Refunds

We want you to love your Orbasics order. If something does not fit or is not quite right, you can return eligible items within 30 days of receiving your parcel.

To keep returns fair, sustainable and hygienic, items must come back in a condition that allows them to be checked and, where possible, offered again.

Return conditions

You may return an item if it is:

• unworn, unwashed and unaltered
• clean and free from stains, marks, make-up, deodorant, perfume, odours, pet hair or other signs of wear
• complete, folded, including all labels, tags and accessories
• packed safely, ideally in the original packaging where possible

You are welcome to try clothing on as you would in a store. But items that have been worn, washed, stained, damaged, altered or returned with odours or visible signs of use cannot be accepted as a return.

For hygiene and health protection reasons, sealed beauty, personal care or hygiene-sensitive products can only be returned if the seal is intact. Once opened or unsealed, these items may be excluded from return unless they are faulty. 

Items we cannot accept

We cannot accept returns of items that are:

• worn or washed
• stained, marked or damaged
• returned with make-up, deodorant, perfume, odours, pet hair or other signs of use
• altered or changed in any way
• incomplete, for example with missing parts, accessories or labels where these are required
• sent back after the 30-day return period

If we receive an item that does not meet our return conditions, no refund will be issued for that item.

We will contact you and you can choose whether you would like the item sent back to you. The cost of sending the item back must be paid by the customer. If you do not want the item returned, or if we do not hear back from you within 14 days, we may responsibly dispose of or recycle the item where legally permitted.

Return window

Returns must be sent back within 30 days of receiving your parcel.

We use the shipping date shown on the return receipt or tracking information to check whether the return was sent within the return period. Please keep your return shipping receipt until your refund has been processed.

Returns sent after the 30-day period cannot be accepted under our voluntary return policy.

How to return an item

1. Please complete this return form. For sustainability reasons, we do not place the return form inside your package. 
2. Pack the item safely. Please use the original packaging where possible so the item is protected in transit.
3. Include the completed return form inside your parcel.
4. Send your parcel to:

Mosaik-Berlin GmbH
c/o Orbasics
Alt-Reinickendorf 26
13407 Berlin
Germany

We recommend using a tracked shipping service and keeping the receipt until your refund has been processed.

Return shipping costs

Return shipping costs are paid by the customer, unless the item arrived faulty, damaged or incorrect.

Refunds

Once your return arrives at our warehouse, we will check the item carefully. If the return meets our conditions, we will issue the refund to the original payment method.

From the day you send your return parcel, it can take up to 3 weeks for the return to reach us, be checked and for the refund to be processed. After we issue the refund, your payment provider may need a few additional business days to show the money in your account.

We do not issue refunds before the returned goods have been received and checked. For legal withdrawal cases, sellers may withhold reimbursement until the goods have been received back or until the customer has provided proof that the goods were sent back.

If a returned item does not meet our return conditions, we will contact you. Depending on the condition of the item, we may decline the voluntary return or send the item back to you at your cost.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If you receive a faulty, damaged or incorrect item, contact us before sending anything back at support@orbasics.com and include your order number and clear photos.

If the mistake is ours, we will of course help you with a suitable solution.

Your legal right of withdrawal

This Returns & Refunds policy is our voluntary 30-day return policy and does not limit your statutory rights.

You can find the full legal information about your right of withdrawal here:
Right of Withdrawal

For further information, feel free to get in touch at support@orbasics.com