FAQ
Most important questions summarized
We are fast! Your order is usually dispatched within 24 hours. Shipping is free in Germany and Austria from €49.90.
To Switzerland it costs €14.90. The best thing is that you don't have to pay any customs duties, because we take care of that for you!
For other countries, you can find the shipping costs further down in the FAQ.
1. return all free items:
All items that you have received as part of the promotion must be returned. Even if you like them or they fit. Otherwise we will charge you the value of the free items. You can find the value on the delivery bill and/or invoice.
2. follow the general instructions:
The return itself works as usual. Simply follow the instructions on our website: https://makani-germany.de/pages/retourenportal
Example:
Order a bag for €99.90 and receive a free chest bag worth €89.90 (special offer!). The total order value is therefore €189.80. Later you decide to return the bag.
What happens to the chest bag?
As you keep the Chestbag, we will charge you its value (89.90€). You will therefore receive a credit note for €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 the invoice.
- You can find all the information about returns on our website.
It's simple: You have 14 days to decide. Not 100% satisfied? Send it back and choose between a full refund or exchange.
Do this easily here:
Returns Portal
Please note that returns are not possible for customers from Switzerland.
Absolutely! Our bags made from high-quality, vegan leather are durable and known for their longevity. Each piece undergoes strict quality controls - ensuring long-lasting enjoyment of your Makani product.
Yes, our vegan leather products are water-resistant and super easy to care for. A soft, damp cloth is all you need 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 our ecological footprint.
Yes, we offer a warranty on all of our products. If you encounter any manufacturing defects, we will replace or repair the product.
We strive to display the colors of our products as accurately as possible in the images. However, please note that the representation may vary slightly depending on your screen settings. We also offer detailed product descriptions and, if required, additional customer service for color advice via the contact form.
Returns & Refunds
After receiving your order, you have 14 days to return it to us.
Please register your return here, including your:
- Order ID
- Email address used during the order process:
Returns Portal
Please also note that you are responsible for the return shipping costs.
Once we receive the unused item (only with the warranty seal intact), we will refund the amount to the payment method you used when placing the order within 14 days. Unfortunately, a direct exchange is not possible.
Currently, there is no right of return for customers from Switzerland.
After we receive the returned item, it can take up to 14 days for you to receive your refund in some cases.
Order Status & Changes
Normally, 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 with both our logistics and shipping service provider, DHL.
If the delivery status of your order has not changed after 10 days, please contact us here and include "Package not received" in the subject line. We can then initiate further steps.
If you have an account with us, you can check your order status in your account at any time. If you placed an order as a guest, you will be notified by email.
Once you have the tracking number, you can enter it on the DHL website to see the status of your package.
If you haven't received an order confirmation by email, it 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 order process was not completed correctly (Please note: If the order is invalid, it will still be displayed in your customer account)
If you don't receive a confirmation email within 60 minutes, please contact us here and include "Order Confirmation" in the subject line so we can assist you as quickly as possible.
As long as the shipment status is internally marked as "not fulfilled," we can still cancel your order. Please contact us here with the subject line "Cancellation of my order." We will then cancel your order (if possible) and refund 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 withdrawal upon receipt.
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 "Address Change" and let us know your new address. Please be sure to include your Order ID/ order number.
Once your order has left our warehouse, we are unfortunately unable to change your delivery or billing address.
Unfortunately, it is not possible to change the order.
As long as you have not yet received a shipping confirmation, we can still cancel your order and refund your money. Please contact us here with the subject "Cancellation of my order". You can then easily reorder.
My order
If your order has a mistake or defect, please contact our customer support via the contact form within 3 days.
Defects reported beyond this timeframe cannot be considered.
If your parcel does not arrive in perfect condition, please photograph the damage directly!
After that, you have the option to file a damage report with DHL. Please fill out the DHL damage report form here. Please return the package together with the damage report to a post office so that your goods can be inspected.
We will then get back to you and arrange for a replacement.
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. Simply select your preferred payment method (PayPal balance, direct debit or credit card) and confirm the payment. We will then receive a confirmation from PayPal and ship your goods as quickly as possible.
You are also welcome to pay by credit card.
We accept Visa and MasterCard credit cards.
Security when paying by credit card:
European regulations have changed to make online card payments even more secure for you. For every order placed after September 14, 2019, you will be asked to verify yourself through 3D Secure. This will be indicated depending on the type of card you use (e.g. Visa Secure, Mastercard Identity Check etc.).
What do I need to do?
If you haven't already, you should activate your card for 3D Secure. Most banks offer this service online. You can find out how to do this on your bank's website.
If you have already registered for 3D Secure or used the function before, you do not need to register again. However, your bank may set up a new payment process to improve its use. Some banks have designed a new smartphone app specifically for this purpose. Please contact your bank for more information.
To ensure you can easily and securely pay for your next order, we recommend activating 3D Secure before placing it.
Refunds for returns: 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 company, 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 afterwards, you will receive a transaction confirmation and your order can be processed directly.
How does it work?
1. Use Sofortüberweisung for instant bank transfers.
First, select your country and then specify the bank that will carry out the transfer. Simply enter the BIC, bank code, or the name of your bank to do so.
2. Log in and confirm your purchase.
You are now in the secure payment login area. Log in using your online banking details. The information is encrypted and transmitted to your bank. You will then need to enter your TAN to confirm. For security reasons, each TAN can only be used once. After the transfer is complete, the merchant receives a real-time transaction confirmation, allowing them to immediately dispatch in-stock and digital goods, meaning 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 dispatch.
1. You will receive an order confirmation
2. We then hand your package over to DHL. As soon as the package is scanned by DHL, you will receive a shipping confirmation to the email address you provided when ordering.
3. Normally, you will receive your order within 1 to 3 business days. Please understand that during periods of high order and delivery volume, delays may occur with both our logistics and our shipping service provider, DHL.
If the delivery status of your order has not changed after 10 days, please contact us here and include "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's no problem. Please enter the Packstation (+ number) in the address line and enter your personal Postnummer in the address supplement.
Your package will be shipped with DHL. The 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
Czech Republic
Finland
Lithuania
Portugal
Hungary
France
Luxembourg
Romania
United Kingdom
Greece
Malta
Sweden
No, thanks to our partners in Switzerland, there are no additional customs fees after ordering.
We will 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 customer account with DHL (create a customer account here).
When placing your order, please include the Packstation number and your personal Postnummer as an address supplement in the address line.