Would you like to return something? Please send us an inquiry in advance. To do this, click on the profile symbol in the shop navigation.

1. Log in to your account. Enter your email address in the **Email** field and then click **Next**.

2. In your email account, open the email sent from our store and copy the six-digit verification code in the email.

3. Go back to the online shop and enter the six-digit confirmation code.

4. Click on the order you want to submit the return for. If your order includes more than one item, select the items you would like to return.

5. Select a return reason and add a note for the store.

6.. Click on **Request a return**. If your return request is approved and shipping is required, you will receive an email with a returns link. As soon as we have received and processed your return, we will refund your money. (Processing time after receipt approx. 1-2 days)

Please only send returns to:

Streiff & Helmold GmbH
Logistics & Shipping / Returns
Camp Carl Henkel
Carl-Giesecke-Strasse 2
38112 Braunschweig


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The coffee doesn't taste good? Do you have other worries and can't handle the Arca? We have summarized some things on the FAQ page. You can also contact us there.

Frequently asked questions / Contact the Henkels / Trouble shooting

Right of withdrawal

You have the right to cancel this contract within fourteen days without giving any reasons. The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier took possession of the goods. In order to exercise your right of withdrawal, you must contact us, Carl Henkel GmbH, Löwengraben 15, CH - 6004 Lucerne, email: , by means of a clear statement (e.g. a letter sent by post, fax or email ) about your decision to withdraw from this contract. You can use the following sample cancellation form, although this is not mandatory. In order to protect the right of revocation, it is sufficient that you send the notification of your exercise of the right of revocation before the end of the revocation period.

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Sample cancellation form

(If you want to cancel the contract, please fill out this form and send it back.)

Carl Henkel GmbH, Löwengraben 15, CH – 6004 Lucerne,

- I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)

- Ordered on (*)/received on (*)

- Name of the consumer(s)

- Address of the consumer(s)

- Signature of the consumer(s) (only for paper notification)

- Date
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(*) Delete what is not applicable.

Consequences of revocation

If you cancel this contract, we will refund to you all payments we have received from you, including delivery costs (except for additional costs resulting from you choosing a method of delivery other than the cheapest standard delivery offered by us ), to be repaid immediately and at the latest within fourteen days from the day on which we received notification of your revocation. For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; under no circumstances will you be charged any fees as a result of this repayment. We may refuse repayment until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is the earlier. You must return or hand over the goods to us, Carl Henkel GmbH, Löwengraben 15, CH – 6004 Lucerne, immediately and in any case no later than fourteen days from the day on which you inform us of your cancellation of this contract. The deadline is met if you send the goods before the fourteen day period has expired. You bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of revocation

Exceptions to the right of withdrawal
Unless the parties have agreed otherwise, the right of withdrawal does not apply to the following contracts:

Contracts for the supply of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is relevant or that are clearly tailored to the personal needs of the consumer, contracts for the supply of goods that can spoil quickly or whose expiry date is rapid would be exceeded, contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery, contracts for the delivery of goods if, due to their nature, they are inseparable from others after delivery goods were mixed, contracts for the delivery of alcoholic beverages, the price of which was agreed upon conclusion of the contract, but which can be delivered no earlier than 30 days after conclusion of the contract and whose current value depends on fluctuations in the market over which the entrepreneur has no influence, contracts for the delivery of Audio or video recordings or computer software in a sealed package if the seal has been removed after delivery, contracts for the supply of newspapers, magazines or magazines other than subscription contracts