FAQ
Key questions summarized
We are fast. Your order is usually shipped within 24 hours. Shipping is free in Germany and Austria (for orders over €49.90).
Shipping to Switzerland costs €14.90. The best part is that you do not have to pay any customs duties, because we cover them for you.
For other countries, you can find the shipping costs further down in the FAQ.
1. Return all free items:
All items you received as part of the promotion must be returned. Even if you like them or they fit you. Otherwise, we will charge you for the value of the free items. You can find the value on the delivery note and/or invoice.
2. Follow the general instructions:
The return process itself works as usual. Simply follow the instructions on our website: https://makani-germany.de/pages/retourenportal
Example:
You order a bag for €99.90 and receive a Chestbag worth €89.90 free of charge as part of the promotion. The total order value is therefore €189.80. Later, you decide to return the bag.
What happens to the Chestbag?
Since you keep the Chestbag, we will charge you for its value (€89.90). You will therefore receive a credit of €10 (€99.90 order value – €89.90 Chestbag value).
Important:
- Return all free items.
- The value of the free items is stated on the delivery note and invoice.
- You can find all information about returns on our website.
It's that easy: You have 14 days to decide. Not 100% satisfied? Send it back and choose between a full refund or a voucher.
Do this conveniently here:
Returns portal
Please note that returns are not possible for customers from Switzerland and that promotional items cannot be exchanged.
Absolutely. Our bags made of high-quality vegan leather are durable and known for their longevity. Each piece undergoes strict quality controls – for lasting enjoyment of your Makani product.
Yes, our vegan leather products are water-repellent and super easy to care for. A soft, damp cloth is all you need to keep them clean.
Please note that disinfectants and alcohol can cause light, matte stains even after brief contact, and these cannot simply be wiped away.
Our products are 100% vegan, and we are committed to sustainable production practices. We use environmentally friendly materials and methods that minimize our ecological footprint.
Yes, we offer a warranty on all our products. If you encounter manufacturing defects, we will replace or repair the product.
We make every effort to display the colors of our products in the images as accurately as possible. Please note, however, that the appearance may vary slightly depending on your screen settings. We also provide detailed product descriptions and, if needed, additional customer service for color consultations via the contact form
Generally, vegan leather is very colorfast; however, dark materials can sometimes transfer color onto lighter ones. We therefore recommend storing dark and light bags separately rather than next to or against each other.
It is recommended to attach the strap so that the opening of the carabiners faces away from the bag, preventing them from pressing against the flap and opening or getting caught on it. However, you are completely free to attach the straps however you like.
Returns & Refunds
After receiving your order, you have 14 days to return it to us.
Please register your return with your
- Order ID/order number
- the email address you used during the ordering process here:
Returns portal
Please also note that you are responsible for the return shipping costs.
After receiving the unused goods (only with the warranty seal intact), we will refund the amount to the payment method you used for the order within 14 days. Unfortunately, direct exchanges are not possible.
Customers from Switzerland currently do not have the right to return items.
After receiving the goods, it may take up to 14 days in individual cases for you to receive your refund.
Order status & changes
Under normal circumstances, you will receive your order within 1 to 3 business days. Please understand that during periods of high order and delivery volumes, delays may occur both with our logistics provider and with the shipping provider DHL.
If the shipment status of your order has not changed after 10 days, please feel free to contact us here and enter "Package not received" as the subject. We can then initiate further steps.
If you have a customer account with us, you can check your order status in your account at any time. If you ordered as a guest, you will be notified by email.
Once you have received the tracking number, you can enter it on the DHL website to see how far along your package is.
If you did not receive an order confirmation by email, this could be due to the following reasons:
1.) You may have entered your email address incorrectly
2.) Please check your spam folder. The order confirmation may have ended up there
3.) The ordering process was not completed correctly (Please note: If the order is invalid, it will still be displayed in your customer account)
If you cannot find a confirmation after 60 minutes, please contact us here and write "Order confirmation" in the subject line so that we can help you as quickly as possible.
Cancellation is generally no longer possible after receipt of the order confirmation because orders are processed automatically.
As long as the shipment status is internally listed as "not processed", we can try to cancel your order. Please contact us here with the subject "Cancellation of my order". We will then cancel your order (if possible) and refund the money. Please be sure to include your order number.
As long as you have not yet received a shipping confirmation, we can still change your delivery address. Please contact us here with the subject line "Address change" and provide us with your new address. Please be sure to include your Order ID/order number.
Unfortunately, once your order has left our warehouse, we can no longer change your delivery or billing address.
Unfortunately, it is no longer possible to change an order after it has been received.
As long as you have not yet received a shipping confirmation, we can try to cancel your order. Please contact us here with the subject line "Cancellation of my order". You can then simply place a new order.
My order
If your order has an error or defect, please contact our customer support via the contact form within 3 days of receiving it.
For your request to be processed, the product must be in its original condition and the warranty seal must be intact.
After this period has expired, or if the warranty seal is damaged or removed, defects can unfortunately no longer be considered.
If your package does not arrive in perfect condition, please photograph the damage immediately.
You can then file a damage report with DHL. To do so, please fill out the DHL damage report form here. Please take the shipment and the damage report to a post office branch so that your goods can be inspected.
We will then get back to you and arrange a replacement delivery.
Payment & Shipping
To pay with PayPal, you need a free PayPal account.
PayPal offers various payment options and insures orders up to €500. If you would like to pay for your order via PayPal, you will be redirected to PayPal and asked to log in with your account or register a new one. Now simply choose your preferred payment method (PayPal balance, direct debit, or credit card) and confirm the payment. We will then receive confirmation from PayPal and ship your goods as quickly as possible.
You can also pay by credit card with us.
We accept credit cards from Visa and MasterCard.
Security when paying by credit card:
European regulations have changed to make online card payments even more secure for you. For every order placed on or after September 14, 2019, you will be asked to verify your identity using 3D Secure. Depending on the type of card you use, this may be identified as Visa Secure, Mastercard Identity Check, etc.
What do I need to do?
If you have not already done so, you should activate your card for 3D Secure. Most banks offer this service online. You can find out more on your bank's website.
If you have already registered for 3D Secure or used the feature before, you do not need to register again. However, your bank may have introduced a new payment process to improve the experience. Some banks have designed a new smartphone app specifically for this purpose. Please contact your bank for more information.
To ensure that you can pay easily and securely for your next order, we recommend activating 3D Secure before placing your next online order.
Refunds in the event of a return: If you return one or more items, the corresponding value of the goods will be credited back to the credit card originally charged. Depending on your credit card provider, the refund may not appear until your next credit card statement.
Pay for your purchase directly after completing your order using your usual online banking details. Immediately afterward, you will receive a transaction confirmation, and your order can be processed right away.
How does it work?
1. Use Sofortüberweisung as a direct bank transfer method.
First, select your country and then choose the bank that should process the transfer. Simply enter your bank's BIC, bank code, or name.
2. Log in and confirm your purchase.
You are now in the login area of the secure payment page. Log in with your online banking details. The information is transmitted to your bank in encrypted form. You must then enter your TAN to confirm the transaction. For security reasons, each TAN can only be used once. After the transfer is completed, the merchant receives a real-time transaction confirmation. This allows them to ship warehouse goods and digital products immediately – you receive your purchases faster.
3. Done.
You will now receive a summary of your transfer or an order confirmation from the online shop. This gives you all the information about your purchase in one place.
Once you have placed an order with us, your goods will be prepared for shipping.
1. You will receive an order confirmation
2. We will then hand your package over to DHL. As soon as DHL scans the package, you will receive a shipping confirmation at the email address provided with the order.
3. Normally, you will receive your order within 1 to 3 business days. Please understand that during periods of high order and shipping volumes, delays may occur with both our logistics provider and our shipping service provider DHL.
If the shipping status of your order has not changed after 10 days, please feel free to contact us here and enter "Package not received" in the subject line. We can then initiate further steps.
If you would like to have your package delivered to a DHL Packstation, that is no problem. Please enter the Packstation (+number) in the address line and provide your personal postal number in the address supplement.
Your package will be shipped with DHL. Delivery time is approximately 2-5 days
Shipping to:
Belgium
Ireland
Monaco
Switzerland
Bulgaria
Italy
Netherlands
Slovakia
Germany
Croatia
Norway
Slovenia
Denmark
Latvia
Austria
Spain
Estonia
Liechtenstein
Poland
Czechia
Finland
Lithuania
Portugal
Hungary
France
Luxembourg
Romania
United Kingdom
Greece
Malta
Sweden
No, thanks to our partners in Switzerland, there are no additional customs costs after ordering.
We ship your order within 24 hours, provided it is in stock. Delivery usually takes 1-3 days.
If you would like to have your order delivered to a Packstation, this is no problem with a DHL customer account (create a customer account here).
When placing your order, please enter the Packstation number and your personal postal number as an address supplement in the address line.