If you are not satisfied with your ordered item, you can always return it to us within 14 days without any problems. You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically takes possession of the ordered item. To exercise the right of withdrawal, you must notify us by means of an unambiguous statement (for example, in writing, by post, fax or e-mail) that you are withdrawing from the contract. You can use the model withdrawal form for this, but you are not obliged to do so. It is also sufficient to return your package to us within 14 days.
We do set requirements for the returned items. The items must be in their original condition, with labels attached, unworn and undamaged. We cannot accept items of clothing without attached cards, with (make-up) stains, sweat and / or deodorant stains or other scents.
You must return or hand over the items to us as soon as possible, but in any case no later than 14 days after the day on which you have notified us of your decision to cancel the contract. The deadline is met if you send back the goods before the period of 14 days has expired.
The costs of returning the goods are for your own account. To make it easy for you, you can easily create and pay for a shipping label via this link. You are responsible for the shipment of your return package. Send your package with Track & Trace, so that the package is easy to follow. Unfortunately, we cannot process returns that have not arrived with us and no Track & Trace.
You can register your return in advance via My Account. Furthermore, follow the steps below to return:
- Log in to your account and go to "Returns". In addition, we ask you to state the reason for your return (this is not mandatory).
- Indicate on the enclosed packing slip which item you want to return and put the form in the shipping box.
- Pack the item (s) in the original packaging, stick the return label on the package and take the box to a PostNL point.
- Always keep your proof of the return shipment.
Our return address:
1014 AR AMSTERDAM
If you cancel the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) as soon as possible. possible, but in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise; in any case, you will not be charged for such reimbursement. We may withhold reimbursement until we have received the goods back, or until you have demonstrated that you have returned the goods, whichever is the earliest.
It is possible to exchange the same item for a different size. We ask you to follow the same steps as when returning an item, as described above. To exchange an item for a different size, indicate on the packing slip which item you would like to exchange for a different size. You can order the correct size yourself, so that we can resend it to you as soon as possible. As soon as your return shipment has been received, in addition to the returned items, we also refund your return costs to the account with which the order was paid. It is not possible to exchange an item for another item of clothing, only the exchange of the same item in a different size is possible.
We will refund the entire purchase amount (including any shipping and payment costs) as soon as possible, but no later than 14 days after receipt of the cancellation notice. However, we may withhold a refund until we have received the products or until you have demonstrated that you have sent them.
Shipping costs and returns
We deliver orders within the Netherlands with free shipping. Returning your order is for your own account. Always keep the proof of the return of your package.
You will receive a substantive response from us within 14 days of receiving your complaint. Are you not satisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee. Are you not satisfied with the handling of your complaint? Then you can submit your complaint to the Disputes Committee Thuiswinkel, PO Box 90600, 2509 LP in The Hague. (www.sgc.nl) You can also submit your complaint to the Disputes Committee that provides the European ODR Platform (https://ec.europa.eu/consumers/odr/)