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Q. Online returns procedure

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Step 1 - Access the returns portal

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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. You will also need to tell us why you're returning the item - we use your returns reason as feedback to improve our products !
For further information, please click here.

 

Step 2 Print your packing slip

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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,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY
 

 

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

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Step 5 - Your return will be sent back to the warehouse and processed

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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

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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.

 

Exchanges?


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 leave in Belgium or Netherlands, you can still exchange in store ! See our where your closest store is here.

 

Troubleshooting

  • 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.
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  • 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.
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  • 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.
 

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