Refund Policy

Returns

Non-returnable items:

For hygiene reasons we cannot accept returns or exchanges on underwear, bodysuits and personal care goods (such as sex toys and lube). 

If you wish to return or exchange any unworn and unwashed merchandise, please notify us via email: hey@kellerkreuzberg.com and send back within 14 days of receipt.

The customer is responsible for paying return shipping costs, except where an item is faulty.

WE DO NOT OFFER RETURN LABELS!

Original shipping costs are non-refundable. If you are shipping back an item over 75 euros, we would recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can always contact us for any return question at hey@kellerkreuzberg.com.

All items should be returned within 14 days to us at:

Keller Kreuzberg Laden 
FAO: Robert Kleinschmidt
Reichenberger Str 48.
Berlin, 10999
Germany

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.