Orders are processed as soon as payment is received in full and dispatched within 1-2 working days.
For German orders we use DHL with a charge at €3.90.
Orders of 200 Euro and more enjoy free shipping!
Europe & Switzerland
For EEA + Switzerland and all other other European countries orders we use a 3-5 day, trackable DHL/UPS service.
All other countries
For destinations outside of the EU we use DHL or UPS. Delivery times depend on the destination country, but normally take 1-2 weeks to your country's Customs service. The service is trackable and customs cleared. You will be liable for your country's relevant customs duties and taxes.
For customers outside of the EU who are not required to pay VAT on their purchases, please contact us if you would like to place an order without the 19% VAT rate applied to purchases within the EU.
Please send an email to mail (a) at-ease-shop (.) com with the items you would like to order. We will contact you with details of how to complete your VAT-free purchase.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Don't forget that you must return the item(s) to us in their original condition (incl hangtags) and packaging within 14 days of receipt.
You will be responsible for paying for your own shipping costs for returning your item(s).
Additional non-returnable items:
- Gear, products and clothing that have been used by the buyer and can't be used for resell
To complete your return, we require to use the return form that you can find inside the package.
There are certain situations where only partial refunds are granted (if applicable)
- Pens with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return reaches our warehouse our team will inspect the goods to ensure they are in their original condition. It can take up to 10 working days to process returns, particularly during busier periods, but once this has been done you will reiceive an email notification when your refund has been issued.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us: mail (a) at-ease-shop (.) com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged besides the decribtion of new and pre-owned gear. If you need to exchange it for the same item, send us an email at mail (a) at-ease-shop (.) com and send your item to:
To return your product, you should mail your product to:
You will be responsible for paying for your own shipping costs for returning your item(s). Return shipping costs are non-refundable. We can send you a return shipping label, but the cost of return shipping will be deducted from your refund.
AT EASE reserve the right to refuse a refund if a return is received outside the 14 days returns period, does not include the hangtags or is not a resaleable condition. Failure to comply with these terms will result in the goods being sent back to you and we may apply additional shipping fees.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $30 Euro, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.