In accordance with the Luxembourgish law, you have a right of withdrawal as a consumer and may return an item purchased in the shop and request a voucher for the same amount (including postage costs) or a full refund (including postage costs), within 14 days of receiving the product, with Track&Trace as proof of the actual delivery date.

Return shipping costs are the responsibility of the buyer returning the products. Please refer to the according section for the returns procedure.

No returns or refunds will be accepted for the following products:
*unless the fault lies with us for the physical products on this list

• Gift cards
• Original artwork 
• Surprise packs
• Digital downloads
• Himesama VIP subscriptions and the content of their trimestrial packages
• Any separate product that was originally part of a set (e.g. a single sticker from a set of six stickers)
• Any item that has been modified according to the buyer's needs and makes it impossible to be marketed again as a regular product (e.g. an autographed manga that is signed or contains a special mention or illustration
• Items that are damaged when returned, if they have not been properly protected by the buyer (a photo of the item prior to its return is mandatory, see the returns procedure)
• Gift items received free of charge as part of advertising campaigns on himesama.fr and sabrinakaufmann.com and our social media (e.g. Instagram giveaways), as a proof of purchase via sabrinakaufmann.com or himesama.fr is required
• Gifts received by another person, as a proof of purchase via sabrinakaufmann.com or himesama.fr is required
• Items purchased at conventions on the Sabrina Kaufmann booth

 

Returns procedure

You have 14 days from the date of receipt of the parcel to request a return, the tracking number serving as proof of the date of receipt. If 14 days have passed since your purchase, we are unfortunately unable to offer you a refund or an exchange. To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging. Please follow exactly the procedure below for your request to be considered valid.

Contact Sabrina Kaufmann at himesama@sabrinakaufmann.com with the following information:

• A photo of the product as you received it
• A short explanation of why you are requesting a refund
• If the product is damaged, please include details and exact photos showing where the damage is visible.
• A copy of your purchase confirmation or invoice
• Your preferred option: exchange for a new product in the case of damaged delivery, voucher in the shop, or refund via the payment method you used at the time of purchase, Paypal or bank transfer (please enclose a bank details slip or your valid Paypal address).

We will contact you within 5 working days to confirm your request. We will send you the contact details where you can send us the return. Please note that return postage costs are at the buyer's expense, and that it is strongly recommended that you add a tracking or recorded delivery option in order to guarantee the safe return of the product(s). Please do not send the package to our manufacturer's facility noted on the clothing, but by all means use the address given to you during the returns procedure.

If the product has been damaged due to poor packaging by the purchaser or any other circumstance, altering the appearance of the product in any way from the photos you sent us prior to returning the product, we reserve the right not to issue a refund.

There are certain situations where only a partial refund is granted: (where applicable)

• Any item that is not in its original condition, is damaged or is missing parts for reasons that are not due to an error on our part.
• Any item that is requested to be returned after more than 14 days after delivery.

Refunds

For customers who receive incorrect or damaged items, if this applies to you, please contact us at himesama@sabrinakaufmann.com with photos of the damaged items and we will arrange a refund.

Your refund will be issued within 14 days of the actual dispatch of your parcel with the purchases to be returned, provided your post has actually reached us.

 

Late or missing refunds

If you have not yet received your refund, please check with your bank first or contact your credit card issuer, as there may be a delay before your refund is officially posted.

Depending on the bank and countries, there is often a processing time before a refund is completed.

If after completing all these steps you have still not received your refund, please contact us at himesama@sabrinakaufmann.com.