f you are unable to register your return or receive an error message, it is usually due to one of the following reasons: the wrong return portal is being used, or the order number or email address was entered incorrectly.
Depending on which shop you ordered from with us, there is a dedicated return portal for it.
How to find the correct portal for your order
Please check your order number in your order confirmation email:
-
German Shop (sternglas.de): Your order number starts with #1 (e.g., #12345).
-
International Shop (sternglas.com): Your order number starts with #E (e.g., #E12345).
Checklist for input errors
If you are using the correct portal and it still does not work, please check the following:
Check your email address: Make sure to use the exact email address used when placing the order.
Format your order number: Enter the order number exactly as shown in your confirmation email—including the hash symbol (
#) at the start and without any spaces at the end.
Still need help?
If you still can’t log into the portal after checking these details, feel free to reach out directly to our support team. We'll be happy to help you out :)