How can we help you?

How do I return an order?

If you'd like to see contact information for your area, select your country from the drop down below.

Please note: Purchases made between 1 November and 31 December can be returned up until 31 January 2018.

 

 

Austria

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery.
  • Click& Collect Return: If you want to return one or more items you have collected at a Click & Collect store before, you can bring your return parcel to the nearest Austrian Post or a Click & Collect store.
  • Once we’ve received your returned parcel, we’ll send you a confirmation email. Parcels delivered with Austrian Post should be returned with Austrian Post.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

ONLINE RETURN IN STORE - EXCHANGE / RETURN IN STORE?

returns-in-store_resized.png

Yes, but please be aware that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES items in all JACK & JONES stores.
    • NAME IT items in the participating NAME IT stores.
    • VERO MODA items in all VERO MODA stores.
    • ONLY items in the participating ONLY stores.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

CAN I EXCHANGE AN ITEM THROUGH THE ONLINE SHOP?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.
  • We issue the refund to the payment method that you chose when you made your order:

Credit card

Once we have received and processed your return, you will receive the refund as soon as possible to the credit card used during the purchase. If the card has expired, the refund will automatically be sent to the new card.

PayPal

The refund will be sent to your PayPal account as soon as possible. Whether the amount remains there as credit or is passed on to your current or credit card account depends on your agreement with PayPal.

Klarna invoice

If you make the return to the due date of the invoice, you only need to keep the items that are paid, the 1.95 € invoice and the shipping charges. Simply deduct the amounts of the returned items from the original invoice amount.

When returning all items, the invoice and the shipping costs will be omitted.

Note: The maturity of the Klarna invoice is independent of our 30-day return guarantee. If you wish to use our 30-day return policy and return the goods to us only after the due date of the invoice, we ask you to comply with the invoice and to transfer the entire invoice amount.

Once we have confirmed your return, the refund will be conducted by Klarna. Klarna will then contact you regarding the transfer to you and the necessary bank information by e-mail.

If you have any questions about your reimbursement, please contact Klarna AB Customer Service directly:

Tel.: 720 883 811

Email: kundendienst@klarna.at

www.klarna.com/at

 

Belgium

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery. If you ordered with Bpost, please return your parcel to your nearest Bpost parcel store. DHL Express needs to be returned via DHL.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

ONLINE RETURN IN STORE - EXCHANGE / RETURN IN STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1.  If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES items in all JACK & JONES stores.
    • VERO MODA items in all VERO MODA stores.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • AfterPay payment: If you paid with Afterpay, the amount of your return will be cancelled from your invoice and  it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on afterpay.be to download it.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.
  • We issue the refund to the payment method that you chose when you made your order:

 

PayPal

The refund will be sent to your PayPal account as soon as possible. Whether the amount remains there as credit or is passed on to your current or credit card account depends on your agreement with PayPal.

Credit card

Once we have received and processed your return, you will receive the refund as soon as possible to the credit card used during the purchase. If the card has expired, the refund will automatically be sent to the new card.

           

Denmark

If you have purchased an item through our online shop, you can use our two easy and free return options:

You can either return it with the shipping company you received the package from or return/exchange it in your nearest store.

RETURN VIA DELIVERY PARTNER

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery.
  • If you have chosen DHL express delivery, please return the parcel with PostNord.
  • If you have selected Click & Collect delivery to one of our stores, you have the option to return the parcel with PostNord or you can return it to one of our Click & Collect stores. If you return your parcel via a mailbox, we can't start an investigation / complaint if the parcel was removed during transport. In these cases, we unfortunately can not refund you the amount.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

ONLINE RETURN IN STORE - EXCHANGE / RETURN IN STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES items in all JACK & JONES stores.
    • SELECTED items in all SELECTED stores.
    • NAME IT items in all NAME IT stores.
    • VILA items in the Participating VILA stores.
    • VERO MODA and NOISY MAY items in the PARTICIPATING VERO MODA stores.
    • ONLY items in the PARTICIPATING ONLY stores.

2. Exchange/Return in Store

  • In the store you have the opportunity to exchange or return the item.
  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

CAN I EXCHANGE AN ITEM THROUGH THE ONLINE SHOP?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.

Finland

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step is to bring your parcel to the nearest post office.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE AN ITEM THROUGH THE ONLINE SHOP?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONLINE RETURN IN STORE - EXCHANGE / RETURN IN STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • NAME IT items in all NAME IT stores.
    • JACK & JONES items in all JACK & JONES stores.
    • VERO MODA items in the PARTICIPATING VERO MODA stores.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.

France

RETURN VIA DELIVERY PARTNER

You can either return it with the shipping company you received the package from or return/exchange it in your nearest store:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery.
  • Please return your parcel through the same delivery service you choose for delivery (e.g. Relais Colis delivery, please return in a Relais Colis post office). However, DHL Express needs to be returned via La Poste.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.

Germany

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery.
  • If you want to return one or more items you have collected at a Click & Collect store before, you must bring your returning parcel to a DHL parcel shop. Click & Collect stores do not exchange goods and do not accept return parcels. Parcels delivered with Hermes should be returned with Hermes. Parcels delivered with DHL should be returned with DHL.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

ONLINE RETURN IN STORE - EXCHANGE / RETURN IN STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES ARTICLE in all JACK & JONES Stores.
    • VERO MODA ARTICLE IN PARTICIPATING VERO MODA STORES.
    • J.LINDEBERG ARTICLES can be returned in the J.LINDEBERG store in Kitzbühl.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.
  • We issue the refund to the payment method that you chose when you made your order:

 

Credit card

Once we have received and processed your return, you will receive the refund as soon as possible to the credit card used during the purchase. If the card has expired, the refund will automatically be sent to the new card.

PayPal

The refund will be sent to your PayPal account as soon as possible. Whether the amount remains there as credit or is passed on to your current or credit card account depends on your agreement with PayPal.

Klarna invoice

If you make the return to the due date of the invoice, you only need to keep the items that are paid, the 1.95 € invoice and the shipping charges. Simply deduct the amounts of the returned items from the original invoice amount.

When returning all items, the invoice and the shipping costs will be omitted.

Note: The maturity of the Klarna invoice is independent of our 30-day return guarantee. If you wish to use our 30-day return policy and return the goods to us only after the due date of the invoice, we ask you to comply with the invoice and to transfer the entire invoice amount.

Once we have confirmed your return, the refund will be conducted by Klarna. Klarna will then contact you regarding the transfer to you and the necessary bank information by e-mail.

If you have any questions about your reimbursement, please contact Klarna AB Customer Service directly:

Tel.: 0221 - 669 501 10

Email: kundendienst@klarna.de

www.klarna.com/de

Ireland

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can return it with the shipping company you received the parcel from.

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • Contact DHL Express to have them pick up your return parcel at your home. You can arrange for the collection at www.dhl.ie under 'book a carrier collection' or you can call DHL on this phone number: 1890 725 725. Please inform DHL of our 9 digit account number which is stated on the prepaid return label.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

ONLINE RETURN IN STORE - EXCHANGE / RETURN IN STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

Read here how it works:

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK & JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES ARTICLE in all JACK & JONES Stores.
    • SELECTED FEMME/ HOMME in all SELECTED FEMME / HOMME Stores.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

Can I exchange an item through the online shop?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

One of my items is damaged. What should I do?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within approx. 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

Have you received my return?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

 

When can I expect my refund?

 

  • We will issue the refund within approx. 14 working days from the day you returned the parcel.
  • Once we receive your return you’ll get an email confirming it has got back to us. After that, we’ll check the return and issue a full refund.
  • We issue the refund to the payment method that you chose when you made your order.
  • If you have paid with credit card, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

Italy

RETURN VIA DELIVERY PARTNER

The cost of return shipping is €5.95 - if you use our prepaid return label.

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step is to bring your parcel to the nearest Poste Italiane office.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

Netherlands

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery. If you ordered via PostNL, please return your parcel to the nearest PostNL parcel shop. DHL and DHL Express needs to be returned via DHL.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE OR RETURN ITEMS IN THE STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK & JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES ARTICLE in all JACK & JONES Stores.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within approx. 14 working working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.

We issue the refund to the payment method that you chose when you made your order:

 

iDEAL
If you have paid with iDEAL, the amount of your returns will be credited to that same account.

PayPal

The refund will be sent to your PayPal account as soon as possible. Whether the amount remains there as credit or is passed on to your current or credit card account depends on your agreement with PayPal.

Credit card

Once we have received and processed your return, you will receive the refund as soon as possible to the credit card used during the purchase. If the card has expired, the refund will automatically be sent to the new card.

Klarna invoice

Once we have confirmed your return, the refund will be conducted by Klarna. Klarna will then contact you regarding the transfer to you and the necessary bank information by e-mail.

If you have any questions about your reimbursement, please contact Klarna AB Customer Service directly: klarna.com/nl

Norway

RETURN VIA DELIVERY PARTNER

The cost of return shipping is 50,00 NOK – if you use our prepaid return label.

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • Please bring your parcel to the nearest Bring post office.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.
  • Please not that the cost of return shipping is 50,00 NOK – if you use our prepaid return label.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

CAN I EXCHANGE OR RETURN ITEMS IN THE STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to the store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES ARTICLE in all JACK & JONES stores.
    • VERO MODA ARTICLE IN PARTICIPATING VERO MODA stores.
    • J.LINDEBERG-items can be exchanged in the original condition upon presentation of the invoice / return receipt in the J.LINDEBERG store in Oslo.

2. Exchange/Return in Store

  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

Please note that if you used the prepaid return label, we’ll deduct the return shipping cost from the refund amount.

Spain

RETURN VIA DELIVERY PARTNER

The cost of return shipping is € 5.95 – if you use our prepaid return label.

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • Please bring your parcel to the nearest Correos post office.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.
  • The cost of return shipping is € 5.95 – if you use our prepaid return label. We’ll automatically deduct the amount from your refund.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within approx. 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

Please note that if you used the prepaid return label, we’ll deduct the return shipping cost from the refund amount.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.

We issue the refund to the payment method that you chose when you made your order:

 

PayPal

The refund will be sent to your PayPal account as soon as possible. Whether the amount remains there as credit or is passed on to your current or credit card account depends on your agreement with PayPal.

Credit card

Once we have received and processed your return, you will receive the refund as soon as possible to the credit card used during the purchase. If the card has expired, the refund will automatically be sent to the new card.

Sweden

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process.

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • Please return the return parcel to a DHL parcel store: The return parcel must be submitted to a carrier and may not be placed in a mailbox. If you return your parcel via a mailbox, we can't start an investigation / complaint if the parcel was removed during transport. In these cases, we unfortunately can not refund you the amount.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE AN ITEM?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

CAN I EXCHANGE OR RETURN ITEMS IN THE STORE?

returns-in-store_resized.png

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you to a store, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES ARTICLE in all JACK & JONES Stores.
    • VERO MODA ARTICLE in all VERO MODA STORES.
    • J.LINDEBERG-items in following participating stores: Biblioteksgatan, Sturegallerian, St. Paulsgatan och Brunogallerian i Stockholm, Mall of Scandinavia, Täby, Göteborg, Malmö, Väla och Åre.

2. Exchange/Return in Store

  • In the store you have the opportunity to exchange or return the item.
  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.
  • Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

Switzerland

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our two easy and free return options:

You can either return it with the shipping company you received the package from or return/exchange it in your nearest store.

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery:
  • If you want to return one or more items you have collected at a Click & Collect store before, you can bring your return parcel to the nearest Swiss Post office or a Click & Collect store. Parcels delivered with Swiss Post should be returned with Swiss Post.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a lifestyle item, please find the specific return policy in the product description.

 

CAN I EXCHANGE OR RETURN ITEMS IN THE STORE?

 

Yes, but please note that not all brands are participating. Check the participating brands in step 1. If you show your return form, you can return or exchange unused items with price tags.

1. Preparation

  • Please make sure that you return your item in a participating store with the same brand name (e.g. JACK&JONES items to a participating JACK&JONES store).
  • Please take the return note with you, as you have to show it.
  • Check here if your nearest store is participating:
    • JACK & JONES ARTICLE in all JACK & JONES Stores.
    • VERO MODA ARTICLE in all VERO MODA STORES.
    • ONLY items IN PARTICIPATING ONLY STORES.

2. Exchange/Return in Store

  • In the store you have the opportunity to exchange or return the item.
  • Go to the cash desk where one of the employees will be more than happy to help you exchange or return your item.
  • Return: You will get a confirmation for your return.
  • Exchange: If you want to exchange an article in the store, you won't get a refund.

3. Refund

  • The store will not refund you. Instead, you will automatically receive the refund to the same payment method as you used when you purchased your items. The refund will appear on your account after 4-5 depending on your bank. Keep in mind that if you return your items to a store, the return details will be sent to our central offices, where we issue the refund to the same payment method you used when you purchased your items online.

 

CAN I EXCHANGE AN ITEM THROUGH THE ONLINE SHOP?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

HAVE YOU RECEIVED MY RETURN?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within 14 working days.

 

WHEN CAN I EXPECT MY REFUND?

 

  • As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 working days. You will receive a confirmation by e-mail.
  • We issue the refund to the payment method that you chose when you made your order:

 

Credit card

  • Once we have received and processed your return, you will receive the refund as soon as possible to the credit card used during the purchase. If the card has expired, the refund will automatically be sent to the new card.
  • However, it can take some days for the money to appear in your account and the time it takes usually depends on your bank - we have no influence on this.

PayPal

  • The refund will be sent to your PayPal account as soon as possible. Whether the amount remains there as credit or is passed on to your current or credit card account depends on your agreement with PayPal.

 

United Kingdom

RETURN VIA DELIVERY PARTNER

If you have purchased an item through our online shop, you can use our easy to return process. Follow these simple steps:

returns-carrier.png

1. Preparation

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code in the yellow field on the outside of the plastic bag/ parcel.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).

2. Packaging

  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.

3. Return

  • That’s it; you’re ready to return it.
  • The next step just depends on the carrier you chose for delivery:
  • If your parcel was delivered by CollectPlus or DHL, take your return parcel to your nearest COLLECTPLUS STORE.
  • Parcels delivered with Hermes should be returned to your nearest HERMES STORE or you can book a HERMES HOME PICK UP.
  • Make sure to ask for a receipt as proof of having returned the parcel.

4. Refund

  • Once we’ve received your returned parcel, we’ll send you a confirmation email.
  • As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

If you want to return a non-fashion item, please find the specific return policy in the product description.

 

Can I exchange an item?

 

  • Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
  • It’s easy to return the item you don’t want to keep.
  • As soon as we’ve received the item, we’ll make sure to refund you the amount in question. According to legal requirements you must return an item within 30 days of receipt.

 

One of my items is damaged. What should I do?

 

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date.

All you need to do is return the item to us.

  • Make sure to clearly mark code 13 as the return reason code.
  • If you no longer have the return note and return label available, please contact Customer Service and we will provide you with new ones.
  • Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full. We’ll issue the refund within approx. 14 working days.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

Have you received my return?

 

  • Once we’ve received your returned parcel, we’ll send you a confirmation email. As soon as we’ve processed your return, we’ll issue a refund. We’ll make sure to process your return within approx. 14 working days.

 

When can I expect my refund?

 

  • Once we receive your return you’ll get an email confirming it has got back to us. After that, we’ll check the return and issue a full refund within 14 working days.
  • We issue the refund to the payment method that you chose when you made your order.
  • If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.