Frequently Asked Questions

If you are not perfectly happy with your purchase, you may return it within 14 days of receiving your order. Unfortunately, we cannot offer you a refund or exchange after 14 days from the receipt of your order. Please note that the items should be shipped back to us within 2 business days of notifying us of a return.

To initiate a return, please email us at

To be eligible for a return, items should be unused and in perfect condition in their original packaging.  Returns which are damaged or scratched, soiled or returned without their original packaging will not be accepted and will be sent back to you. In case of a minor scratch on the design, a fee will be charged to polish the item in-house, and only the difference of the original price and the polish fee will be credited back to your original payment method.

We offer free return shipping within Germany. Please note that returns and exchanges are not free outside of Germany. 

Please note that we are not responsible for returned items that were not received by us due to shipping issues if we have not provided you with a return label. In case a return is lost in transit, we will kindly ask you to take the responsibility of locating it.

We only offer exchanges for orders above €300. In all other cases, please return the unwanted design and place a new order.

Exchanges within Germany are free for the first time. We kindly ask you to pay for the second exchange. 

Please note that the pieces that were customized at your request are exempt from being returned.

We offer 30 day returns for orders placed between Nov. 25th and Dec. 25th.

Please note that during busy periods we may take up to 14 business days to process your refund/exchange.

1. You pre-order designs that are not currently in stock, but are available to purchase in advance. As we are producing these designs for you in the size and color of your choice, we charge you in advance. Pre-ordered items ship as they arrive in our warehouse.

2. Delivery times for pre-ordered items can vary from  4-6 weeks. Please carefully check delivery estimates for pre-ordered items before placing your pre-order. 

3. We are doing our best to guarantee uninterrupted service, but production and shipping can be subject to external factors that are outside of our control. You will be fully refunded if we cannot fulfill our promise. 

4. Please note that if you purchase any additional designs with your pre-order, in case the wait time is less than 14 working days, we will choose to wait to ship your entire order after your pre-ordered items have been produced. This way we  limit our shipping emissions. 

5. Pre-ordered items are eligible for return within 14 days of receiving them. For more information check our return policy.

Generally we ship worldwide. If you don't see your country at the checkout, it means that we have not yet opened shipping to your country. Please note that we don't ship to P.O. Boxes, i.e. DHL Packstations.

The shipping cost is calculated at the checkout and varies depending on your location. We offer complimentary shipping for all orders above €300.

All non-EU orders may be subject to additional duty/custom fees and local taxes. Please note that you are responsible for all additional fees associated with your order. 

In the rare case of lost packages/ missing items, we will do everything in our power to assist you in the process of finding them but we kindly ask you to take responsibility in locating the packages/missing items. We recommend that you select a delivery address that you trust, and one where someone is able to receive packages on your behalf if you are not around to do so.

Please note, that we are not responsible for packages that got lost after being left at drop-off locations or any other locations, because you were not home to receive them personally or requested that the package is delivered to a pickup location.

If you have provided us with the wrong delivery address/phone number, please notify us as soon as possible. When the package is returned to us due to the wrong address/phone number, you are responsible for re-shipping charges.

Typically, we process orders within 2-4 business days. Please note that during busy seasons orders may take longer to leave our warehouse.

If you’d like to make modifications to an order you placed or cancel it, please get in touch with us at hello@ouvertureberlin as soon as possible. We are only able to make changes to orders before they ship. We are unable to modify or cancel your order once it has been shipped.

We offer customisation service at additional cost in some cases. Please get in touch with us at and we will do our best to assist you.

Shipping times vary depending on your location. German orders are typically delivered within 1-2 business days after dispatch. Most European orders are typically delivered within 3-7 business days. We offer express shipping to the USA and Canada (4-7 business days). Other orders may take up to 14 days to be delivered. The approximate shipping times are indicated at the checkout.