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 bill and the invoice.
- You can find all information about returns on our website.
It's very straightforward: You have 14 days to decide. Not 100% satisfied? Send it back and choose between a full refund or an exchange.
You can easily do this here:
Returns portal
Please note that returns are not possible for customers from Switzerland.
Absolutely! Our bags made from high-quality, vegan leather are robust and known for their durability. Each piece undergoes 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 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 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 display 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
Returns & refunds
After receiving your order, you have 14 days to return your order to us.
Please register the return with your
- Order ID/ Order number
- your email address that you used during the order process here:
Returns portal
Please also note that you are responsible for the return shipping costs.
After receipt of the unused goods(only with guarantee seal), we will refund the amount to the payment method you used for the order within 14 days. A direct exchange is unfortunately not possible.
There is currently no right of return for customers from Switzerland.
In some cases, it may take up to 14 days after receipt of the goods before you receive your refund.
Order status & changes
You will normally receive your order within 1 to 3 working days. Please understand that in times of high order and delivery volumes, there may be delays with both 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 "Parcel 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 into DHL to see how far your parcel has already traveled.
If you have not received an order confirmation by email, this could be for 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 has ended up there
3) The order process was not completed correctly (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.
As long as the shipment status is internally set to "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 the money. Please be sure to include your order number.
If your order has already been sent, you can of course make use of your right of withdrawal after 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 "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 refund your money. Please contact us here with the subject "Cancellation of my order". You can then simply place a new order.
My order
If your order has an error/defect, please contact our customer support team within 3 days using the contact form.
Defects cannot be considered beyond this.
If your parcel 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 DHL damage report document here. Please hand in the shipment together with the damage report at a post office so that your goods can be inspected.
We will then get back to you and arrange a replacement delivery.
Payment & Shipping
To be able to pay with PayPal, you need a free account with PayPal.
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 for the first time. Now simply 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 send 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:
The European guidelines have changed to make online card payments even more secure for you. For every order placed from September 14, 2019, you will be asked to verify yourself with 3D Secure. This will be marked depending on the type of card you use (e.g. 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 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 the user 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 that you activate 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 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 straight away.
How does it work?
1. use Sofortüberweisung as a direct transfer method.
First select your country and then choose 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 details. The information will be transmitted to your bank in encrypted form. You must then enter your TAN for confirmation. For security reasons, each TAN can only be used once. The merchant receives a real-time transaction confirmation once the transfer has been completed. This allows them to send stock items and digital goods immediately - you receive your purchases faster.
3. done!
You will now receive a summary of your transfer or an order confirmation from the online store. This gives you all the information about your purchase.
As soon as you have placed an order with us, your goods will be prepared for dispatch.
1. you will receive an order confirmation
2. we will then hand over your parcel to DHL. As soon as the parcel has been 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 working days. Please understand that in times of high order and delivery volumes, there may be delays with both our logistics service provider and our shipping service provider DHL.
If the shipment status of your order has not changed after 10 days, please contact us here and state "Parcel not received" in the subject line. We can then initiate further steps.
If you would like to have your parcel delivered to a DHL Packstation, that's no problem. Please enter the Packstation (+ number) in the address line and enter your personal postal number in the address supplement.
Your package will be shipped with DHL. The delivery time is approx. 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 costs after ordering.
We will ship your order within 24 hours if it is in stock. The delivery time is usually 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 customer account here).
Please enter the number of the Packstation and your personal postal number in the address line of your order.