At Lederhosens.com, we take great care when inspecting, packing, and shipping every order. However, if your order arrives damaged, contains an incorrect item, or an item is missing from your package, we are here to help.

Please review the following policy for information about reporting and resolving these issues.

1. Reporting a Problem With Your Order

If you receive a damaged, incorrect, or incomplete order, please contact our Customer Support Team within 3 days of receiving your order.

Email us at: support@lederhosens.com

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item(s) received
• Photographs of the shipping package and packaging, where applicable
• Any other information requested by our Support Team

Please do not return or send any item to our warehouse, manufacturer, or supplier before receiving instructions from our Customer Support Team.

2. Damaged Items

If an item arrives damaged, please contact us within 3 days of delivery.

To help us verify the issue, please provide clear photographs showing:

• The damaged area of the item
• The complete item
• The external shipping package, if it was damaged
• The original packaging, where applicable

Once the damage has been reviewed and confirmed, we may provide a replacement at no additional cost.

If the same item is unavailable, we may offer an alternative item, store credit, or a refund, where applicable.

3. Incorrect Items

If you receive an item that is different from the item you ordered, please contact us within 3 days of receiving your order.

Our warehouse maintains order-packing records, which may be reviewed to verify the contents of your shipment.

If an incorrect item was shipped due to an error on our part, we will arrange an appropriate resolution, which may include:

• Shipping the correct item
• Replacing the incorrect item
• Offering an alternative item if the original item is unavailable
• Providing store credit
• Providing a refund where applicable

When the incorrect item was shipped due to an error on our part, the replacement shipment will be provided at no additional shipping cost to the customer.

4. Missing Items

If an item listed on your order is missing from your package, please contact us within 3 days of receiving your order.

Our Support Team will review your order and may check our warehouse and packing records to verify the contents of the shipment.

If the item is confirmed to be missing, we will:

• Dispatch the missing item as soon as possible, subject to availability; or
• Offer an alternative item if the original item is unavailable; or
• Provide a refund or store credit where applicable.

If a replacement item is dispatched due to an error on our part, there will be no additional shipping charge for the replacement.

5. Wrong Size or Incorrect Size Received

If you receive a size different from the size you ordered due to an error on our part, please contact us within 3 days of receiving your order.

Once the issue is verified, we will work with you to arrange the correct size, subject to availability.

If the requested size is unavailable, we may offer an alternative item, store credit, or a refund where applicable.

6. Free Promotional Items

Items provided free of charge, including promotional items such as free shirts or free socks, are not eligible for size exchanges.

However, if a free promotional item is missing or the wrong promotional item was sent due to an error on our part, please contact our Support Team so we can review the issue.

7. Verification of Claims

To ensure that we can resolve issues fairly and efficiently, Lederhosens.com may review:

• Order information
• Warehouse packing records
• Product photographs
• Shipping information
• Carrier information
• Other relevant order records

Our warehouse may maintain video or other packing records for orders, which may be used to verify the contents of a shipment.

8. Replacement Availability

Replacement items are subject to product and size availability.

If the original item is unavailable, we may offer one of the following options, depending on the circumstances:

• An available alternative item
• Store credit
• A partial refund, where applicable
• A refund for the affected item, where applicable

The available resolution will depend on the specific circumstances of the order.

9. Return Instructions

Please do not send a damaged, incorrect, or other item back without first contacting our Customer Support Team.

If a return is required, our Support Team will provide the appropriate return instructions and return address.

Items sent to an unauthorized address may result in delays or may not be accepted.

10. Customer Support Response Time

Our Customer Support Team generally responds within 48 hours of receiving your email.

During peak Oktoberfest and holiday seasons, response times may take up to 72 hours due to increased order volume.

Our Support Team is unavailable on weekends and public holidays, so responses may take longer during these periods.

11. Contact Us

If you received a damaged, incorrect, or incomplete order, please contact us as soon as possible.

Email: support@lederhosens.com

Please include your order number in your email so that our team can review your order and assist you as quickly as possible.