FAQ
Key questions summarised
We are fast! Your order will usually be shipped within 24 hours. In Germany and Austria, shipping is free. In Switzerland it costs 14,90 . The best part is that you don’t have to pay customs fees, because we’ll take care of it for you!For other countries you can find the shipping costs below in the FAQ.
1. Sende alle Gratis-Artikel zurück:
Alle Artikel, die du im Rahmen der Aktion erhalten hast, müssen unbedingt mit zurückgeschickt werden. Auch wenn sie dir gefallen oder passen. Sonst berechnen wir dir den Wert der Gratis-Artikel. Den Wert findest du auf dem Lieferschein und/oder der Rechnung.
2. Folge den allgemeinen Hinweisen:
Die Rücksendung selbst funktioniert wie immer. Halte dich einfach an die Anweisungen auf unserer Website: https://makani-germany.de/pages/retourenportal
Beispiel:
Bestellst du eine Tasche für 99,90€ und erhältst gratis dazu ein Chestbag im Wert von 89,90€ (Aktion!). Der Gesamtbestellwert liegt also bei 189,80€. Später entscheidest du dich, die Tasche zurückzusenden.
Was passiert mit dem Chestbag?
Da du den Chestbag behältst, berechnen wir dir seinen Wert (89,90€). Du erhältst also eine Gutschrift über 10€ (99,90€ Bestellwert - 89,90€ Chestbag-Wert).
Wichtig:
- Sende alle Gratis-Artikel zurück!
- Der Wert der Gratis-Artikel steht auf dem Lieferschein und der Rechnung.
- Alle Infos zur Rücksendung findest du auf unserer Website.
Simply put, you have 14 days to decide. Not 100% satisfied? Send it back and choose between full refund or exchange.
Do this very conveniently here:
Return portal
Absolutely! Our high-quality vegan leather bags are robust and known for their durability. Each piece goes through strict quality controls – for long-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 enough to keep them clean.
Our products are 100% vegan and we are committed to sustainable production practices. We use environmentally friendly materials and methods that minimize the ecological footprint.
Yes, we offer a warranty on all our products. Should you encounter any 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. However, please note that the appearance may vary slightly depending on your screen settings. We also offer detailed product descriptions and, if required, additional customer service for color consultations via contact form
Return & Refund
After receiving your order, you have 14 days to return your order to us.
Please report the return with your
- Order ID/ order number
- your email address that you used during the ordering process here:
returns portal
After receipt of the unused goods ( only with guarantee seal ), we will refund the amount to the payment medium that you used when ordering within 14 days. A direct exchange is unfortunately not possible.
After receipt of the goods, it can take up to 14 days in individual cases until you receive your refund.
Order Status & Changes
Normally you will receive your order within 1 to 3 working days. Please understand that in times of high order and delivery volume, there may be delays with our logistics and shipping service provider DHL.
If the shipment status of your order has not changed after 10 days , please contact us here and state "Package not received" in the subject line. We can then initiate further steps.
If you have a customer account with us, you can view your order status at any time in your account and if you have ordered as a guest you will be notified by email.
Once you have received the tracking number, you can enter it at DHL to see how far along your package is.
If you did not receive an order confirmation email, this could be due to the following reasons:
1.) You may have entered your email address incorrectly
2.) Please check your spam folder. It could be that the order confirmation ended up there
3.) The ordering process was not completed correctly (note: if the order is invalid, it will still be displayed in your customer account)
If you can't 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 soon as possible.
As long as the shipment status is internally "not executed", we can still cancel your order. Please contact us here with the subject "Cancellation of my order". We will then cancel your order (if possible) and refund you the money. Please be sure to include your order number.
If your order has already been shipped, you can of course exercise your right of cancellation after receipt.
As long as you have not received a shipping confirmation, we can still change your delivery address. Please contact us here with the subject "change of address" and let us know 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 and billing address.
Unfortunately, it is not possible to change the order.
As long as you have not received a shipping confirmation, we can still cancel your order and give you a refund. Please contact us here with the subject "Cancellation of my order". You can then easily order again.
My order
If your order has an error/defect, please contact our customer support within 3 days via the contact form.
In addition, defects cannot be taken into account.
If your package does not arrive in perfect condition, please photograph the damage directly!
You then have the option of submitting a damage report to DHL. Please fill out the document for the DHL damage report here . Please hand in the shipment together with the damage report at a post office so that your goods can be examined.
We will then get back to you and take care of a replacement delivery.
payment
In order to be able 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 forwarded to PayPal and asked to log in with your account or to register again. Now just select the desired payment method (PayPal credit, direct debit or credit card) and confirm the payment. We will then receive a confirmation from PayPal and will ship your goods as quickly as possible.
You are also welcome to pay us by credit card.
We accept Visa and MasterCard credit cards.
Security when paying by credit card:
The European guidelines have changed to make online card payments even safer for you. For every order placed after September 14, 2019, you will be asked to verify yourself through 3D Secure. This will be marked depending on which type of card you are using (e.g. Visa Secure, Mastercard Identity Check etc.).
What should I do?
If you haven't already done so, you should activate your card for 3D Secure. Most banks offer this service online. You can find this out on your bank's website.
If you have already registered for 3D Secure or used the function before, you do not have to register again. However, it could be that your bank is setting up a new payment process to improve usage. 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 for your next order easily and securely, we recommend activating 3D Secure before 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 the credit card company, the refund will only be visible on your next credit card statement.
Pay for your purchase immediately after completing the order with your usual online banking data. Immediately afterwards you will receive a transaction confirmation and your order can be processed directly.
How does it work?
1. Use Sofortüberweisung as a direct transfer method.
First select your country and then determine the bank that should carry out the transfer. Simply enter BIC, BLZ or the name of your bank.
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 data. The information is transmitted to your bank in encrypted form. Then you have to enter your TAN for confirmation. For security reasons, each TAN can only be used once. The merchant receives a real-time transaction confirmation upon completion of the transfer. In this way, he can send stock goods and digital goods immediately - you will receive your purchases faster.
3. Done!
You will now receive a summary of your transfer or an order confirmation from the online shop. So you have all the information about your purchase together.
As soon as you have placed an order with us, your goods will be prepared for shipment.
1. You will receive an order confirmation
2. We then hand over your package to DHL. As soon as the package is scanned by DHL, you will receive a shipping confirmation to the email address specified when ordering.
3. Normally you will receive your order within 1 to 3 working days. Please understand that in times of high order and delivery volume, there may be delays with our logistics and shipping service provider DHL.
If the shipment status of your order has not changed after 10 days , please contact us here and state "Package not received" in the subject line. We can then initiate further steps.
If you want to have your package delivered to the DHL Packstation, that's no problem. Please enter the packing station (+number) in the address line and enter your personal postal number in the additional address.
Your package will be sent with DHL. The delivery time is about 2-5 days
Shipping to:
Belgium
Ireland
Monaco
Switzerland
Bulgaria
Italy
Netherlands
Slovakia
Germany
Croatia
Norway
Slovenia
Denmark
Latvia
Austria
Spain
Estonia
Liechtenstein
Poland
Czech Republic
Finland
Lithuania
Portugal
Hungary
France
Luxembourg
Romania
United Kingdom
Greece
Malta
Sweden
No, thanks to our partners in Switzerland, there are no further customs costs after the order has been placed.
We will ship your order within 24 hours if it is in stock. The duration is usually 1-3 days.
If you want to have your order delivered to a Packstation, that's no problem with a customer account with DHL (create a customer account here ).
When ordering, please enter the number of the packing station and your personal postal number in the address line as an additional address.