Frequently Asked Questions: Return & Exchange
You can return items within 28 days of receipt. The cost of returning the order is at your own expense, unless of course something has gone wrong from our side. In that case, please contact us.
You can register your order for return in our returns portal. Click HERE to go to our return portal.
In the return portal you can also track the status of your return. Keep your proof of delivery until your return has been processed by us.
Direct exchange of an item is unfortunately not possible. For returned items, a refund will be processed as soon as they are received by our warehouse. Should you need a different size or colour, you will have to place a new order.
Yes, until the items arrive at our warehouse, they are your responsibility. We recommend you always ask for a shipping receipt when you send your parcel to us in case something goes wrong on the way.
You can track the status of your return and details in our return portal. Click HERE to go to our return portal.
It can take up to 7 working days for us to receive your return (this excludes weekends and public holidays).
Once your return has been received in good order by our warehouse, we will refund your money and send you an email to let you know. If you are returning multiple items from one order or returning items from different orders in one package, it may take 24 hours for all items to be processed.
If you have not received an email or refund after the above timeframe, please contact our customer service team. Please include your original order number, which items you returned, when you returned them, and your tracking number or proof of shipping.
When you hand in your return shipment at a PostNL or DHL parcel point, you will receive a Track & Trace code that allows you to track your shipment from the parcel point to our returns centre.
Once we have received and processed your return, you will receive a return confirmation e-mail.
If you have not received an e-mail from us within two weeks of returning your order, please contact our customer service team. We will be happy to help you.
The delivery charges you paid will only be refunded in some circumstances. For example, in
case your entire order is damaged or wrong, or your entire order is cancelled or returned.
The cost of returning the order is for your own account, unless of course something has gone wrong on our part. In that case, please contact us.
We are sorry if you have received a damaged item. Please contact our customer service team so we can resolve it. Please provide as many details as possible about the defect so we can process your claim better and faster. (order number, damage, etc)
Have you already worn the product? Please note that all items are checked in our warehouse. If there is wear/use, you may not receive a (full) refund.
Our apologies if we sent you an item you didn't order!
Please contact our customer service team so we can fix it.
Please contact our customer service team within 28 days of the expected delivery date and let us know your order number and which item is missing so we can resolve it for you as soon as possible.
In this case, please contact our customer service team so we can resolve this for you as quickly as possible. Be sure to include your order number and any other details regarding the refund when contacting us.
We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below. None of these rules affect your legal rights.
If you return an item (in good condition) within 28 days of receipt, we will give you a full refund via the original payment method. We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above deadlines but are unable to return it to us for some reason, please contact us.
We do not accept returns for unwanted items after the above return period. If you try to return, we may have to send those items back to your default address and ask you to pay the shipping costs.
Of course it is fine to try on an item as you would in a shop, but please do not wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we will not be able to refund you and may have to send it back to you (and ask you to pay the shipping costs). All return items will be inspected. To receive a full refund, all items must be returned to us in the same condition in which you received it, unworn/unused and with the original packaging and all labels attached (e.g. shoes must be returned with the original shoe box).
Returned items are your responsibility until they reach us, so make sure they are properly packed and cannot be damaged in transit! Always ask for proof of posting for this too, in case you need to contact us about it.
If we notice an unusual pattern of returns that doesn't feel right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning them, we may need to deactivate the account and all associated accounts. If this happens to you and you think we have made a mistake, please contact customer service so we can discuss it.
By law, we are obliged to include the following text on our page. Although the text may be somewhat confusing, we want to assure you that this text does not affect our return policy. Additional requirements do apply to an appeal. You can read these here.
Right of withdrawal
You have the right to withdraw from the contract within a period of 14 days without giving reasons. The withdrawal period expires 1 days after the day on which you or a third party designated by you, other than the carrier, takes physical possession of the good.
To exercise the right of withdrawal, you must inform us of your wish to withdraw from the contract by an unequivocal statement (e.g. in writing, by post or by e-mail). You can use the model withdrawal form (PDF) that can be found in the general terms and conditions for this purpose, but you are not obliged to do so.
To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from the contract, all payments made by you up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a mode of delivery other than the least expensive standard delivery offered by us) shall be refunded by us without delay and in any event not 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 cost of delivery will not be refunded. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such refunds. We may wait to refund you until we have received the goods back, or you have proved that you have returned the goods, whichever
You shall return or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate the decision to withdraw from the contract to us. You are on time if you return the goods before the 14-day period has expired.
You shall bear the direct costs of returning the goods.
You shall only be liable for the depreciation of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.