- Statutory 14-Day Right of Return (Right of Withdrawal)
In accordance with European Union consumer protection directives and German civil law, consumers purchasing physical goods delivered to addresses within Europe possess a statutory right to return items within 14 days without providing a reason.
Return Window: The 14-day return period begins on the calendar day on which you, or a designated third party (other than the delivery carrier), take physical possession of the ordered items.
Notification Process: To exercise your right to return an item, you must inform customer support of your decision prior to the expiration of the 14-day window by sending an explicit written notification to:
Customer Support Email: cutter@cookicutter.com
Required Details: Please include your full name, order reference number, clear details of the specific item(s) to be returned, and your statement requesting a return.
- Physical Return Requirements & Instructions
Upon contacting customer service to confirm a valid return request, the following logistics rules apply:
Designated Return Address:
Address: Philipp-Reis-Str. 15 B3/B4, 63128, Dietzenbach
Dispatch Timeline: Returned merchandise must be sent back to our return center in Germany without undue delay and no later than 14 days from the day you notify us of the return. The deadline is considered met if the package is handed over to the courier service within this period.
Return Shipping Fees: Unless an item is verified as defective or incorrect, the customer bears the direct transportation costs associated with returning physical items to our designated facility in Germany.
Item Condition Standards: Items returned must remain in their original, unwashed, and unused condition with full original packaging intact. Customers may be held responsible for any reduction in the value of the merchandise resulting from handling beyond what is necessary to establish the nature and characteristics of the items.
- Damaged, Defective, or Incorrect Physical Merchandise
For items that arrive damaged during transit, defective in material, or inconsistent with the order placement, statutory warranty protections apply under European consumer standards.
Notification & Evidence: Please contact customer care at cutter@cookicutter.com promptly upon discovering the issue. To expedite a resolution, please attach photographs clearly showing the damaged or defective area along with the original outer package and your order details.
Resolution Protocol: Upon reviewing and confirming the photographic proof submitted, customer care will approve either a complete order refund or a complimentary replacement shipment.
Exemption from Physical Return: When valid photographic evidence of damage or defect is provided and accepted by customer support, you are not required to mail the damaged physical item back to our warehouse.
- Order Dispatch, Transit Timelines & Delivery Inquiries
Order fulfillment and express parcel transport across European destinations follow strict operational guidelines:
Dispatch Point: All physical orders are packaged and dispatched directly from our operating facility in Germany.
Order Processing Window: Physical order processing and preparation for courier collection take between 1 to 3 business days following receipt of payment authorization.
Estimated Transit Window: Standard express transport across European delivery destinations is estimated at 5 to 7 business days from the moment of carrier handoff.
Express Logistics Partners: Order fulfillment is handled via established international express logistics providers, including DHL, FedEx, and UPS Priority.
Automated Parcel Tracking: Automatic order status notifications and tracking references are generated and emailed to the address supplied during checkout at key operational stages, including parcel dispatch, regional sorting center arrival, and local carrier routing.
Delayed Parcel Investigation Policy: Should parcel tracking exceed standard transit times without verified delivery confirmation, our team will initiate a trace investigation with the logistics carrier. Upon confirming parcel loss or operational delay, a replacement shipment or full refund will be processed accordingly.
- Refund Processing & Payment Channels
Refund Processing Schedule: Authorized monetary refunds are executed within 7 days following physical receipt and verification of returned items at our warehouse, or upon formal acceptance of defect proof photos.
Original Payment Reversal: Monetary reimbursement will be issued exclusively back to the original funding account utilized during checkout. No alternate payment routes, secondary cards, or cash transfers will be permitted under any circumstances.
Accepted Payment Methods: All transactions and associated refund adjustments are conducted through mainstream payment networks and recognized digital card systems:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Supported Digital Wallets
- Merchant Information & Contact Details
For inquiries regarding order tracking, physical returns, damaged shipments, or general service questions, please reach out to our administrative contact point:
Address: Philipp-Reis-Str. 15 B3/B4, 63128, Dietzenbach
Phone: +4917620374072
Email: cutter@cookicutter.com