Are you not satisfied with your order, have you received the wrong item or do you want to exchange your order? Don’t worry. Below you can read how to return your order and what our conditions are regarding returning or exchanging your order.
How to return you order
If you want to return your order you can do so by sending an e-mail to firstname.lastname@example.org. In the email you indicate what order number it concerns, what article number it concerns, the number and reason for return.
When your return has been processed and approved by us and you’ve received your return code, you can return your order to the following address:
3866 BS Soest
Do not forget to mention the return code on the outside of the packaging. Returns without a clearly stated return code will not be accepted. Also, please note that we always need to receive a copy of the shipping receipt and the track & trace code.
Terms & conditions for returns
You can’t just return your order to us. Returning orders and / or articles are subject to conditions. Below you can read what you need to take into account.
When you have received the wrong item by us
If you’ve received the wrong article, we’re sorry to hear it. Of course you can return your order to us free of charge and we will send you the correct item as soon as possible. You can announce your return using the information above. The shipping costs for the return must be paid in advance to the sender. We will refund these costs to your account after we have processed your return.
My order is incomplete or damaged, what to do?
If something is wrong with the order you received or (part of) the order is damaged, please contact our customer service. We will handle your complaint and come up with a solution as soon as possible.
When you have ordered the wrong item
When you have ordered a wrong article you can return your order or article to us, provided that the article is not a custom made article. This means that the item to be returned must not be custom made (cut) for you. If that is the case, you can unfortunately not return your order or article. Please note that we do not reimburse shipping costs for orders that have been incorrectly ordered by the customer.
How and when do I get my money back?
If you make use of the right of return, you will receive all payments you have made at that time, including possible shipping costs. 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 return notification. However, we may withhold refunds until we have received the products, or until you have proven that you have sent them. The amount to be credited will be deposited to the IBAN number with which you paid for your order.
How will I be kept informed of my return procedure?
You will receive a confirmation by e-mail when we have received the products back and the return will be processed.
When should I return the products?
The products you wish to return must be shipped to us or delivered to our location within 14 days of your return request. Returns that are delivered to us after 14 days after your return request will unfortunately no longer be processed. Returns will therefore be sent “return sender”.
Do you have a return desk?
You can return the products at our location in Soest. Please make an appointment with our customer service.
3766 BS Soest