Shipping & Returns

We currently ship Croozer products to the following EU countries:

• Germany
• Austria
• Belgium
• Netherlands
• France
• Denmark

🌍 We only ship within the European Union and to the countries listed above.

🚚 Germany: DHL GoGreen
🚚 Other EU countries: GLS

For orders with a value of €45 or more, shipping is free of charge, unless otherwise stated (e.g. during special free-shipping promotions).

If your order total is below €45, shipping costs are as follows:

• Within Germany: a flat rate of €5
• To Austria, Belgium, Netherlands, Denmark, Luxembourg, and France: a flat rate of €10

These shipping fees apply regardless of the selected payment method, delivery address, or the number of items in your order.

We currently accept orders from within the European Union, but only deliver to the countries listed above.

📍 As soon as your order leaves our warehouse, you will receive a confirmation email with all the shipping details, including a tracking number. This allows you to track your shipment online and stay informed about its delivery status at any time.

Please note:

• The delivery time is usually between 2–15 business days.
• If your parcel hasn’t arrived within the expected time, feel free to give us a call at 📞 +49 (2233) 95991-0 — we’ll start an investigation for you - but not before 21 days of fullfillment notice.
• If your order includes more than one item, it may be shipped in multiple partial deliveries.

If your order includes a Croozer trailer, it may be shipped in multiple partial deliveries. Due to its size, the trailer is classified as bulky goods ("Sperrgut") and might take longer to arrive than other items in your order. Unfortunately, we have no influence on delivery times for bulky goods, as they depend on the carrier’s processes.

Thank you for your understanding!

⏳ Unless otherwise stated, delivery within Germany usually takes 2 to 5 business days.

Please note:

If your order includes a Croozer trailer, the shipment may be split into 📦📦📦 multiple deliveries. Due to its size, the trailer is shipped as bulky goods ("Sperrgut") and may require additional time for delivery. Unfortunately, we have no influence over the delivery timeline for such items.

For deliveries to other countries within the European Union, please allow 3 to 10 business days, depending on the destination and local shipping conditions.

We will inform you as soon as your order leaves our warehouse and provide a tracking number so you can follow the status of your shipment.

All delivery dates are estimated and may change due to unforeseen circumstances.

• If a delay occurs, we will inform you proactively.
• For Pre-Sale items:
• Payment is charged immediately, even if the product ships later.
• The delivery date is clearly stated on the product page, in your cart, and at checkout.
• You may cancel your order before it has shipped. Check the confirmation email and cancellation terms for details.

Your Options:

• Withdraw your order: Consumers have the right to withdraw from this contract within 14 days without giving any reason, in accordance with EU consumer protection laws.
  
• Return policy: Return items within 30 days, no explanation needed.

🛒 If you ordered online from us:

Either log in to your 👤🧾 customer account and create a return request, or, in case of withdrawal, simply complete the form available in our footer menu under the EU Withdrawal section by clicking "Withdraw Contract".

📦↩️ Once your request has been reviewed and approved, you will receive link to your return label to send the item back to us free of charge:

Return address:

Croozer GmbH
Service & Returns Center
An der Hasenkaule 10, 50354 Hürth
Germany

📦🔁 In case you have ordered by E-mail 📧 or phone 📞 at Croozer GmbH please use return form, fill form out, send and wait for further instructions by our service staff.

📦♻️ Packaging:

Please return items in their original packaging whenever possible.

💶↩️ Refunds:

• Refunds will be processed within the legal time frame after receiving your order back
• Reimbursement will be made using the original payment method.
• No additional fees will be charged.
  
  

❗If you purchased via a Croozer retailer or marketplace:

-> Please contact the service partner listed on your invoice directly ❗

🛒 If you ordered online from us:

-> Please fill "complaint form for consumers" here

How your return request works — easy and clear

1. Tell us what’s wrong — ideally via your account, email, or live chat.
   
2. Our support team checks your message. Sometimes we may ask for photos or more info.
   
3. If approved, we’ll send you a free return label and explain how to send the item back.
   
4. Pack the product safely and ship it to our service center.
   
5. Our team carefully checks the product to confirm the issue.
   
6. We arrange a replacement, repair, or refund — whatever fits best.
   
7. We’ll keep you updated throughout the process.
   
8. Once finished, you’ll get a confirmation and can enjoy your product again.

Return address:

Croozer GmbH
Service & Returns Center
An der Hasenkaule 10
50354 Hürth
Germany

-------------------------

Need help?

📩 support@croozer.com

📝 Be sure you request reclamation and warrenty cases upfront and wait for further instructions. Otherwise we are not able to handle your returning package and proceed your request, nor refund your order.

• Free shipping on orders over €45, unless otherwise stated (e.g. during promotional free shipping campaigns).
• For orders under €45, a flat rate of €5 applies within Germany.
• For shipments to Austria, Belgium, Luxembourg, the Netherlands, Denmark, and France, a flat rate of €10 applies.
• Shipping costs are independent of payment method, delivery address, or order size.
• If you exercise your right of withdrawal, we will refund the full purchase amount including the original shipping costs.
• In case of accepted requests of total order within 30 days, shipping costs will be refunded completly.
• For valid warranty claims and defective goods, Croozer covers the return shipping costs.
• Croozer also covers the shipping costs for any replacement items sent to you.
• In case of partial returns, the original shipping costs (if incurred) will not be refunded, as these are flat-rate shipping fees that apply to orders below €45.