Here is all you need to know about Returns & Refunds.
Returning an unwanted item?
We totally get it, sometimes an item doesn’t work out and you want your money back. That’s not a problem, as long as the item is still in its original condition, we accept returns. There are some rules as listed below including the rules with regards to fair use, but none of the following rules affect your statutory rights. Returns are absolutely free.
How long is the return policy?
If you return an item requesting a refund within 14 days of the item being delivered to you, we'll give you a full refund by way of the original payment method or a replacement if that is preferred. For all returns, we aim to refund you within 5-10 working days of receiving the returned item.
Should you wish to return an item past 14 days up to a month, please contact us on email (email@example.com). We will assess your circumstances and offer you a store credit.
Which items are non-refundable?
Hygiene and our customers’ safety is of high important, thus certain items cannot be returned for refunds, as follows~
- Intimate/ sanitary goods such as Socks, Pierced jewellery, Face Covering or Beauty Benders
- Gift cards
- Customised products
- Perishable Items
- Replacement garments
We understand that sizing can be tricky, as every country/ region and brands work to their own sizing tables. Always refer to our sizing table for measurements Free replacement is offered to customers when we didn't quite get the sizing correct. However, it will be understood that customer has tried on the garment that they have received and the replacement requested will not be refundable unless there's a significant measurement discrepancy or fault to the garment.
How do I make a Return Request?
Send us an email at firstname.lastname@example.org requesting a return. Please include the following information in the email:
- Order Number
- Which item you would like to return
- (Optional) Reason for return. Feedback is important to us! It also gives us an opportunity to remedy the situation with replacements.
We will process your request within 1-2 business days. We will send you a return shipping label and drop-off instruction to the email provided with the order.
Return package has been dropped off, what’s next?
Once the package arrives at our Rotterdam location, we will carry out a quick inspection within 1-2 days. Items should be in their original conditions. Of course it is perfectly acceptable to try an item on like you would in a shop. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover all relevant delivery costs incurred).
We will then process the refund within 5 working days. Please note that if the original packaging is missing or damaged, we will deduct €3,95 from the refund total.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and not damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Can I exchange my item?
Simply contact us for the return of the unwanted item and we will refund you. You can place another order for a different size of colour.
The item I received is a faulty or incorrect item?
Send us an email to email@example.com to report the item is either faulty or incorrect. Please include the following information in the email
- Order Number
- Tell us which item is faulty or incorrect.
- Please include pictures or short video of the faulty/ incorrect item.
We will then send you a return shipping label to send the faulty or incorrect item and we shall arrange for a replacement to be sent out to you as soon as possible.
When will I receive my order & what's the delivery charge?
Please go to our Shipping Policy for full detail