Step 1 - Access the returns portal
Your returns note is no longer included in your parcel. Access the returns portal where you will be able to select the items being returned and generate your returns label needed for our warehouse to process your refund. You will also need to tell us why you're returning the item - we will use the returns reasons collected as feedback to improve our products ! Please also note that you will still have to pay the postage fees. The label you have to stick outside of the package is not a prepaid label, you will need to pay the carrier of your choice.
For further information, please click here
Step 2 Print your packing slip
Now that you have generated your packing slip. Please print it and put it inside of your package. To avoid any delays, please remove or black out your shipment address on the package (and any other code bar or else).
If you forgot to add any item to your return when completing the process on our portal, no worries ! You can always add them at the end of your packing slip with the item code. Just write down the item code starting by 200… that you can find on your invoice and their full name next to it*.
*terms and conditions apply
Please note you will be responsible for the cost of the shipping of your return. Here is the returns address:
Arvato distribution GmbH,
Step 3 - Last check and package the item
Please ensure the item is in a resalable state and that the labels are still attached with their original links to the product. Please click here
for further details.
Step 4 - Drop your return at your chosen postal carrier
The carrier of your choice won't be able to scan the label that we generated for you and that you stuck outside of your parcel because it is not a prepaid return label. You will need to pay for the postage. Choose the carrier you trust the most and leave the parcel with them after paying for the fees.
Step 5 - Your return will be sent back to the warehouse and processed
Please allow up to 15 working days for your parcel to be returned back to the warehouse and processed by the returns team. We will send you a confirmation email as soon as we have processed your return. Please do wait until you receive your confirmation email.
Step 6 - Refunded
Your refund will be made into your original payment method. If by credit/debit card, please allow up to 3-5 working days from receipt of confirmation email. If by PayPal, allow up 24 hours for the funds to show in your account.
We do not offer exchanges online. If you are unsatisfied with your order, please do place another order for an alternative size or colour. If you live in Belgium or Netherlands, you can still exchange in store if you paid your online order with a credit card (not with IDEAL, Paypal, Apple Pay or Google Pay)! See where your closest store is here
- We will only accept returns that are made within the 30 days returns period. Any returns outside of this period will not be able to be selected in the portal and cannot be returned.
- If you forgot to add any item to your return when completing the process on our portal, please write them at the end of your packing slip with the item code starting by 200… that you can find on your invoice.
- If you are attempting to return any innerwear, underwear or swimwear the returns portal will not allow for returns of this type to be made. Please click here to review the returns policy.