Contact
Simply click here and we will direct you to our returns portal.
The refund will be issued without undue delay, at the latest 14 days after receipt of your cancellation notice. We may withhold the refund until the goods have been returned to us or you have provided proof of return shipment.
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Our Customer Support will answer all inquiries as quickly as possible within 24 hours. (Excluding weekends)
Before you write to us – perhaps your answer is already here
Returns & Refunds
During the promotion, direct exchanges are not possible for logistical reasons. If you would like to change models, register both bags in the returns portal and simply reorder your preferred model.
For partial returns: If you return one of the two bags, the promotion condition no longer applies – the free item will then be charged unless it is returned as well. The corresponding difference will be refunded. If you keep both bags, the promotion naturally remains valid.
You have 14 days from delivery. Returns must be registered in the returns portal – emailing support does not count as registration.
For regular returns, we do not provide return labels; you are responsible for the return shipping costs.
Important: The warranty seal must be intact. Used items will be returned at your expense.
Returns are processed and refunded within 14 days of arriving at the warehouse. Please do not contact us about this, as we only process and refund returns after they have been received.
Klarna invoices are updated automatically. Credit card refunds take a little longer than PayPal refunds, depending on the card provider – the amount often only appears on the next statement.
Yes – but only as long as your return has not yet been processed in the warehouse. Contact us as soon as possible with your order number. Once processing is complete, no further changes are possible.
Tip: If you choose the voucher, you will receive a +€10 bonus on the value of the goods. MAKANI vouchers are valid for 3 years.
Returns from Switzerland are generally not possible. This is partly because there is no legal basis for them and partly because there have repeatedly been problems with returns from Switzerland in the past (missing documents, insufficient customs clearance, and very long return times).
Important: The address on the shipping label is not a return address.
Order status & changes
Only as long as it has not yet been processed in the warehouse – our orders are dispatched very quickly (DHL pickup on weekdays around 11 a.m.). Write to us as soon as possible with the subject line "Cancellation" and your order number.
Once it has been shipped, cancellation is no longer possible – simply accept the package and register it as a return through the regular process. Weekend requests will be processed on Monday.
As long as you have not yet received a shipping confirmation, we will change your address free of charge: Write to us with the subject line “Address change” and include your order number and the correct address.
Once the order has been shipped, no changes are possible. If a shipment is returned to us as undeliverable, a handling fee will be charged for reshipping (Germany €10, Austria €15, Switzerland €20).
We ship on business days within 24 hours. Delivery time after dispatch: Germany 2–3 business days, Austria 3–4, Switzerland 4–5. We do not ship on weekends.
You will automatically receive your tracking number in the shipping confirmation once DHL has scanned the package – you can also track it on our “Track package” page. If the shipment status does not change for 10 days, write to us with the subject line “Package not received”.
If you have not received a shipping confirmation within 24 hours on a weekday, please check once again whether your address is complete on the order confirmation.
Support usually can't give you an exact restock date.
However, you can sign up for a notification directly on the product page with just one click. You'll then receive an email as soon as the item is available again.
My order
Note: File attachments are initially not possible through the form.
For recognized defects and incorrect deliveries, we will provide the return label and cover the costs.
No, all three are normal: The MAKANI logo is intentionally designed to be “incomplete” (an open M) – that is our brand design, not a missing part.
New bags may have a slight smell due to production or shipping – simply air them out for 24–48 hours.
Black material is somewhat softer on some models and therefore creases more – this is a material characteristic, not a defect.
Other inquiries
The contact form isn’t the right way to do this: Please send us a brief introduction by email to b2b@makani-germany.de – that way, your inquiry will go directly to the right team.