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Black Office Weeks

BLACKOFFICE20

Returns management

Returns are not waste

Taking responsibility for our planet… environmental awareness… continuously improving processes across all areas of the business… and, of course, recycling.

These are familiar PR lines from major corporations, but as a family-run business they genuinely matter to us — and in the end they also save our customers real money. Thanks to our low return rate, we do not have to factor in astronomically high return costs, as is common, for example, in the fashion sector.

In line with our motto “RETURNS ARE NOT WASTE”, since 2015 we have been sending all returns to our returns management partner, who handles safe and effective recycling responsibly.

What exactly happens to your return?

Returns are not waste, but often perfectly good goods, despite minor scratches or damaged packaging. To process your return in a way that is both environmentally and economically sustainable, our partner uses an intelligent returns system so that all returned goods can be reused promptly or made available for sale again.

Customer return process

Separating the wheat from the chaff

At this stage, the goods you return are divided into A-B-C categories.

The distinction is as follows:

A) What is genuinely new?

B) What is as good as new?

C) What is really only suitable as a spare parts donor?

Repair instead of returning

Everyone knows a punctured bicycle tyre – a worn armrest or a defective gas lift are also parts subject to use and wear under the constant strain of long office days.

Every year, we ship more than 6,000 spare parts, helping us reduce returns.

As a result, most of our goods are fully reused, whether as spare parts, sold under the label “refurbished”, or exported to countries whose purchasing power does not match Western standards.

That is why virtually nothing ends up in the bin with us.

1. Show the product in the best possible light

1. Show the product in the best possible light

Pictures say more than a thousand words. That is why we provide our customers with plenty of images, detailed photos and 360° views so they can assess the item more accurately. We also use detailed descriptions to present our products as precisely and comprehensively as possible. Alongside all the key features, we also provide all the important information on materials as well as dimensions. In addition, on our YouTube channel we offer numerous explainer videos on assembly and the functions of our office chairs.
2. Checked quality

2. Checked quality

Checks make all the difference. We inspect our goods during production through our own hjh employees, before shipment to our fulfilment centre through independent third parties, and additionally by random spot checks when the goods arrive in Germany. This reduces the risk of later supplying our customers with damaged goods.
3. Targeted, expert advice

3. Targeted, expert advice

Personal customer service. Even with good product descriptions, questions sometimes remain. When these are answered competently and personally, customers are happy to order – and, if in doubt, are less likely to send items back. Our multilingual customer service team of knowledgeable staff is there to help you by phone, by email and via direct live chat on our website. From people for people, with no chatbots and no automated recorded messages.
4. Proper, product-appropriate packaging

4. Proper, product-appropriate packaging

Sorted and protected. To avoid damage on the way to the customer, or at least reduce transport-related risk, we make sure our goods are packed securely and appropriately. At the same time, thanks to puzzle-like packing of the individual parts, we keep the shipping carton as small as possible. Need an example?
5. Fast order processing & delivery

5. Fast order processing & delivery

hjh OFFICE - the name says it all. Online purchases are often made on impulse, so the order should arrive before the anticipation fades. That is why we dispatch all items that are immediately available on the very day the order is placed, meaning your goods often arrive in less than 24 hours.

Sustainable packaging - what matters on the outside

Sustainability plays a major role, especially in packaging logistics. That is why we use tailor-made packaging for shipping, individually matched to each of our products. In addition, particularly in our accessories range, we use an intelligent slot-in system in which the products are arranged in the packaging like puzzle pieces, allowing them to be stored in a space-saving and cost-efficient way without compromising the quality of the packaging.

"The best return is the one that never happens in the first place"

One thing is certain: if we want to avoid causing long-term damage to the environment, sustainability in online retail is especially important when it comes to handling returns. To give our customers the best possible shopping experience, it is essential that they get the right impression of the product from the above-mentioned factors before placing an order. This not only means a happy and satisfied customer – it also means lower costs for us and the delivery service. And best of all: it helps our planet.