Returns and Refunds
Returns and Refunds
FAQ
Need to return (some of) your items? No worries. Simply follow these steps:
- No need to register your return: The return label in the original box is active. Once you use it, we will be notified of a return coming our way.
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Pack your items: Place the items into the original shipping box, if you still have it.
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Use the return label: A return label is available in the original shipping box.* Stick it securely over the original delivery label on the box.
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Drop the package off: Head over to the drop-off point of your courier. If you’re unsure where to go, check your courier’s website for the nearest location.
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Get proof of postage: If available, ask for proof of postage or a return tracking code when you drop off your package.
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Return status updates: We will send you an email once the package arrives at our warehouse to confirm a refund will be processed. You can track your return on our ‘order status page in the footer, or on the carrier’s website, using a tracking code on your proof of postage (the tracking code can also be found on the return label).
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Refund process: Once we receive your items (this can take up to 5 working days), we’ll process your refund. The refund will be credited to the same payment method you used for the purchase. Refunds usually take 8-14 business days to appear in your statement. The length of time depends on the policy of your bank. You can always contact your bank with any questions.
Returning items from multiple orders? Please make sure to use the original boxes corresponding to the labels and the orders. This helps us process your returns accurately.
*If you already used your return label for a partial return, or your label is missing, please contact us to receive a new label.
We want you to be completely satisfied with your purchase, so we’ve made our return process as straightforward as possible. Here’s what you need to know:
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Our 30-Day Return Window: You have up to 30 days from the day your order was delivered to return any items.
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Condition of Items: Please ensure that the items you’re returning are in their original condition, with all tags still attached. This means the item should be unworn, unwashed, and in the same state as when you received it.
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Exceptions: The following products may not be returned: incomplete, worn or washed items, personalised items and (partially) used gift cards. Due to hygiene reasons, underwear, swimwear, perfumes and make-up may not be returned unless in original sealed wrapping completely intact, unless stated differently in the terms & conditions.
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Returning Multiple Orders: If you’re returning items from multiple orders, please use the original boxes and return labels that correspond to each order. This helps us process your returns accurately.
For more information regarding returns, you can visit our Terms and Conditions page here.
Currently, we do not offer an exchange service. If you’d like the item in a different colour or size, simply return your items within the return period stated in our return policy, which you can find in this FAQ section. You will be refunded in full within 8-10 business days after we've processed your return. You can reorder the items in the meantime, or after your refund has been processed.
It takes about 8 to 10 working days for the refund to reflect in your bank account, after we've processed your return in our warehouse. We will be using the same payment method as you when placing the order.
For the latest updates on your refund, it is easiest to check your bank account directly. If you paid by credit card and no amount has been deducted from your account, the reserved amount will be released back to your bank account.
Tracking your return if you have an account:
To see the current status of your return, you can follow these steps:
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Go to the ‘my account’ page
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Navigate to your orders
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Click on one of the orders that contain a return
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The return status and updates are available there*
Tracking your return as a guest:
To see the current status of your return, you can follow these steps:
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Go to the ‘order status’ page on the footer
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Fill in your order number and post code
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The return status and updates are available there*
Returns usually reach our warehouse in ca. 5 working days, depending on the carrier’s pick-up frequency.
*Depending on your carrier, you might not see all available details. You can visit the carrier’s website to see more details, using your return tracking number, which can be found on the return label, or on the proof of return (if available).
A return label is usually available for you inside the original shipping box.
In case you need a copy (maybe the label is not there, or got lost), follow these steps:
As a member
• Go to My Account, My Orders, Order Details of the items you’d like to return
• At the bottom, in the Returns and Refunds section, click Download return label
• Print the PDF and stick it on the original box to start your return
As a guest
• Use the Check Order Status page in the footer of our website
• Enter your order number and postcode, then go to Order Details
• Find the Download return label link in the Returns and Refunds section at the bottom
• Print the PDF and stick it on the original box to start your return
Need a new return label (not a copy)?
If you’ve already made a partial return for this order and need a new label, select ‘need more help’ below these FAQs and contact us. One of our customer service agents will help you get a new return label.
Make sure the items you’re returning fall within the 30-day return time frame. A download label button may not be available if the order is older than 30 days. Our agents also won’t be able to provide a new label if the return timeframe has passed.