Contact us
Just click here and we will forward you to our returns portal.
Refunds will be processed within 14 business days of receipt. Please refrain from sending inquiries.
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Our Customer Support answers all inquiries as quickly as possible within 48 hours. (weekend and holidays excluded)
Bevor du uns schreibst – vielleicht ist deine Antwort schon hier
Returns & refunds
For logistical reasons, there is no direct exchange option during this promotion. If you would like to change your model: Register both bags in the returns portal and simply reorder your desired model.
In the case of a partial return, the following applies: If you return one of the two bags, the promotion is no longer valid—the free item will then be billed separately, unless it is returned along with the bag. You will be refunded the difference accordingly. If you keep both bags, the promotion naturally remains valid.
You have 14 days from the date of delivery. Returns must be registered through the returns portal—an email to customer support does not count as a registration.
We do not provide return labels for regular returns; you are responsible for the return shipping costs.
Important: The warranty seal must be intact. Used items will be returned to you at your expense.
Returns are processed and refunded within 14 days of arrival at the warehouse. Please do not make inquiries regarding returns, 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 issuer—the amount often doesn't show up until the next statement.
Yes—but only as long as your return hasn't been processed at the warehouse yet. Please contact us as soon as possible with your order number. Once processing is complete, no further changes can be made.
Tip: If you choose the voucher, you will receive a €10 bonus on the merchandise value. MAKANI Vouchers are valid for 3 years.
Returns from Switzerland are generally not possible. This is due, firstly, to the lack of a legal basis for them, and secondly, to past problems with returns from Switzerland (missing documents, inadequate customs clearance, very long return times).
Important: The address on the shipping label is not a return address!
Order Status & Changes
Only as long as it hasn't been processed at the warehouse yet—our orders ship out very quickly (DHL picks them up around 11 a.m. on weekdays). Please email us as soon as possible with the subject line "Cancellation" and your order number.
Once the package has been shipped, you can no longer cancel the order—simply accept the package and return it through the regular return process. Requests submitted over the weekend will be processed on Monday.
As long as you haven't received a shipping confirmation, we will change your address free of charge: Write to us with your order number and the correct address under the subject "Address change".
No changes can be made after the item has been shipped. If a shipment is returned to us as undeliverable, a flat-rate handling fee will apply for reshipping (Germany: €10, Austria: €15, Switzerland: €20).
We ship within 24 hours on business days. Delivery time after shipment: Germany 2–3 business days, Austria 3–4, Switzerland 4–5. We do not ship on weekends.
You will automatically receive your tracking number with your shipping confirmation as soon as 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, please contact us with the subject line "Package not received".
If you haven't received a shipping confirmation after 24 hours during the week, please double-check that your address is complete on the order confirmation.
The support team usually cannot give you an exact restock date.
However, you can sign up for a notification directly on the product page with just one click. You will then receive an email as soon as the item is available again.
My order
You can contact us via the form or directly by email (kontakt@ makani -germany.de) contact us. For processing, we generally need your order number, photos of the problem in detail and of the overall condition of the bag – for functional problems (e.g., clasp, carabiner) also a short video.
Note: File attachments are not initially possible via the form.
In the case of acknowledged defects and incorrect deliveries, we will provide the return label and bear the costs.
No, all three are normal: The “ MAKANI ” logo is intentionally designed to be “incomplete” (with an open “M”)—that’s our brand design, not a missing part.
New bags may have a slight odor due to production or shipping – simply leave them to air out for 24–48 hours.
On some models, the black fabric is slightly softer and therefore wrinkles more easily—this is a characteristic of the fabric, not a defect.
Other Inquiries
The contact form isn't the right way to do this: Please send us a brief introduction via email to b2b@makani-germany.de—that way, your inquiry will go directly to the right team.