COMPLAINTS & RETURNS

You may return items within our 60-day returns period upon presentation of your proof of purchase. Please note: the items must be in an unused condition. We reserve the right to claim reasonable compensation for any signs of use or to refuse the return. Items may only be returned to the shop where they were purchased and only in the country of purchase.

You can exchange the item for an identical one in-store within our 60-day return period upon presentation of your receipt. Each piece is one-of-a-kind and is crafted with care. As a result, slight variations in color, shape, or finish may occur. These characteristics are typical of genuine handcrafted items and do not constitute grounds for a return. Please note: Items must be in unused condition. We reserve the right to refuse a return if the product shows signs of use.

Please note: Unfortunately, online purchases as well as purchases from pop-up sales and outlets cannot be returned or subject to a complaint at our stores.

You will receive a refund for the returned items within 14 working days to the payment method you originally selected.

Please note that pop-up items can only be returned or exchanged during the event on site upon presentation of the receipt.

You can contact the respective outlet store here for more information. You can find a store overview here.

You have the option of returning the products within our return period of 30 days.

No—individual items from a set cannot be returned separately. A refund is only possible if the entire set is returned.

Customers in Germany and Austria can return items free of charge via our DHL returns portal. A return fee of €5 applies, which will be deducted from the refund amount.

Instructions for returns DE & AT via returns portal:

1. Please enter your order number and postcode with which the order was placed and then select the items you would like to return.
2. Select one of the given return reasons.
3. Select the refund option for the respective item.
4. Pack the items carefully to prevent damage during shipping. Ideally, use the original packaging as well as the packing materials we have provided. Please note that the items must be in unused condition. We reserve the right to claim appropriate compensation for any signs of use or to refuse the return.
5. If you need multiple return labels (e.g., corresponding to the number of packages received), please make sure to indicate this correctly in the returns portal. Split your return accordingly so that multiple shipping labels can be made available for you to download.
6. As soon as your return has arrived at our warehouse and has been processed by us, you will receive a confirmation email from us. You will receive a refund for the returned items within 14 working days of receipt of the return to the payment method originally used for your purchase.
7. Important for Klarna payments: If you have chosen Klarna as your payment service provider, please remember to register your return directly in your Klarna account. This will pause the payment period and avoid any additional costs, such as reminder fees, during the processing time.

You can find the corresponding returns instructions from Klarna here.
Procedure for submitting a return and payment pause to Klarna:

• Log in online or in the Klarna app and select the purchase for which you would like to register a return. Select ‘Register return’ from the options provided.
• When you register a return with Klarna, you must ensure that you provide your proof of return (return tracking number or return receipt number). If you have returned your goods by post, Klarna will use this information to receive updates on your return from the shop. If you have returned your goods in the shop, Klarna will give the merchant additional days to process your return.Customers in Germany and Austria can return items free of charge via our DHL returns portal. A return fee of €5 applies, which will be deducted from the refund amount.

Customers in Switzerland can return items via our Return Portal. The return fee is 9 CHF. Please note: Replacement shipments to Switzerland are unfortunately not possible.

Instructions for returns CH via Return Portal:

1. Please enter your e-mail address and the delivery note number with which the order was placed and then select the items you wish to return.
2. Select one of the given return reasons.
3. Select the refund option for the item in question. Please note that we do not offer replacement deliveries to Switzerland.
4. Pack the items well to avoid transport damage. It is best to use the parcel and packaging materials you received from us. Please note: the items must be in an unused condition. We reserve the right to refuse the return if the product shows signs of use.
5. As soon as your return has arrived at our warehouse and has been processed by us, you will receive a confirmation email from us. You will receive a refund for the returned items within 14 working days of receipt of the return to the payment method originally used for your purchase.

Would you like to return an item?
Send the parcel back with the parcel service of your choice. Unfortunately, we cannot offer parcel labels here.

The return address is:
Motel a Miio GmbH
Elly-Staegmeyr-Str. 13
Delivery: Hall K11 - via ramp
D - 80999 Munich

We recommend insured and traceable dispatch, as we cannot accept any liability for lost consignments in the event of uninsured or untraceable returns.

You will receive a refund for returned or rejected items within 14 working days of receipt and inspection, using your original payment method. If you return part or all of your order and paid for it with a voucher and, for example, PayPal, credit card or Klarna, the refund will be made in the following order:

• First, the voucher used will be reloaded.
• The remaining amount will then be refunded to the additional payment method used.

This ensures that you can use your voucher again in the future. If you have any questions, our customer service team will be happy to help.

As a company, we bear responsibility - not only for a transparent and reliable service, but also for our environment. With the return flat rate, we want to raise awareness of the fact that every return also has an ecological impact. This contribution is part of our journey towards greater sustainability - and we thank you for joining us on this journey.

The refund will be made minus the return fee:

Germany: € 5
Austria: € 5
Switzerland: CHF 9

Other countries (non-EU EU member states and non-EU countries): The customer is responsible for return shipping costs. Return the package using the shipping carrier of your choice. We recommend insured and trackable shipping, as we cannot accept liability for lost shipments if they are uninsured or cannot be tracked.

Please use our contact form and send us a photo and the item description. We will get back to you as soon as possible with a proposal on how to proceed in each individual case.

Exchanges are only possible as a 1:1 replacement for defective items—no exchanges for other items.

Please note: Slight variations in color, shape, or finish are due to the manufacturing process and do not constitute grounds for a return, as each piece is one-of-a-kind.

The replacement item will be shipped only after we have received and inspected the returned items.