Can I return my articles?
Dutch law has arranged for a so-called trial period. This means that, after receiving the article(s), you have 14 days to reconsider your purchase. Should you decide not to keep the article(s), then you can return it/them within this period. We do maintain a few conditions:
the articles are in their original packaging and unused;
the costs for the return shipment are at your expense (except when the received article(s) is/are delivered damaged or defective, or we sent you the wrong article).
How do I return my articles?
This is very easily arranged via our website. We would like to know in advance that you are planning to return your order. That is why every return shipment begins in your account. Log in and go to ‘register return shipment’. The steps are easy to follow, after which you can send back the package.
If you haven’t made an account during the payment process, then please send an email to email@example.com and let us know that you intend to return the article(s). Please state your order number and the article(s) you wish to return.
Tip: keep your proof of posting receipt. This allows you to trace the package when something goes wrong.
What is the return address?
During the return notification process, you will automatically receive the right return address.
How do I know that you received my return shipment?
That is very easy to find out. You can follow your shipment via the track & trace code on your proof of posting receipt. We will also notify you by email when your return shipment has been processed.
How long does it take to process a return shipment?
We normally process your return shipment within 5 working days. We will send you a notification of this by email and when everything is in order, we will refund the purchase amount, minus the shipment costs, within 14 days.
When can I expect to receive a refund?
After your return shipment has been processed, we will refund the purchase amount, minus the shipping costs, within 14 days. Provided, of course, that the articles were returned to us undamaged, unused, and in their original packaging. If this is not the case, we will let you know by email. See also article 18 of our general terms and conditions.
What do I do when something is wrong with the delivered articles?
Your order is packaged and delivered to the carrier with the utmost care. Even so, an article may be damaged, defective, or incomplete when it is delivered. If this happens, please let us know as soon as possible, at least within 3 working days via firstname.lastname@example.org. It will be convenient if you can send us photos of the damaged and/or incomplete package or defective article. This makes it easier for us to find the best way to solve the issue. The costs for returning damaged or defective articles will be refunded.