Not sure what your order number is anymore? The number you enter in our returns portal is not being accepted?
With this guide, you can check if you are entering your order number correctly.
For all orders placed after October 26, 2022:
If you ordered after October 26, 2022, your order number is structured as follows:
ks (Country Abbreviation) - (Country Code) - XXXXXXX
United Kingdom: ksgb-1008-XXXXXXX
Other countries: ksaa-1009-XXXXXX
Please note that there is a hyphen between your country abbreviation and country code, as well as between the last 7 digits. Make sure there are no spaces in this sequence. You can also check your order confirmation email from us; you will find your order number there as well.
For all orders placed before October 26, 2022:
If you ordered before October 26, 2022, your order number is structured as follows:
Germany, Austria, Switzerland: DE--XXXXXXX
United Kingdom, all other countries: EN--XXXXXXX
Please note that directly after your country abbreviation, there should be two hyphens. Ensure that there are no spaces in this sequence, and your autocorrect doesn't turn the two hyphens into a long dash.
If your order number is still not accepted with this guide, please feel free to contact our Customer Care Team and provide them with as much information as possible about your order. They will then assist you in locating your order.