How can we help you?

How do I return an order?

IMPORTANT: please note that we don’t process all your returned items at the same time. This means that one or more items can be missing from your returned items confirmation, about which you will then receive another email approximately 3 working days later. We apologize for the inconvenience and are currently fixing this process so we process all your returned items at the same time.

Select your country from the drop-down menu below.

Switzerland

Sweden

Spain

Norway

Netherlands

Italy

Germany

France

Finland

Denmark

Belgium

Austria

Ireland

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:

  • Place your item back into the plastic bag or shoe box it came in so it doesn’t get damaged on the way back.
  • Write the reason for return code in the yellow field on the outside of the plastic bag/shoe box.
  • Peel the return label off your return note and put it to one side.
  • Place the items and your return note back into the parcel they came in.
  • Remove the white strip from the bottom of the bag. Fold and seal from the bottom.
  • Stick the prepaid return label on, covering any existing postage label.
  • 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 courier 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.

Items bought through this online shop can unfortunately not be returned to a physical shop. 

Can I exchange an item?

No. Unfortunately we do not offer online exchanges, but you always have the option to place a new order to get the right article. It is easy to return the item you do not wish to keep. As soon as we have received the item back, we will make sure to refund you the amount in question. According to legal requirements you must return an item within 14 days from receipt, but as an extra service we offer you 30 days to return an item. 

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

In case you are in the unfortunate situation of finding errors or defects in an item bought in our online shop, please make sure to claim the item no later than 2 years from the date of purchase.

All you need to do is return the item to us.
Make sure to clearly mark code 13 as the return reason code. See 'How do I return an order' for guidelines on how to return.

If you no longer have the return note and return label available, please contact Customer Service and we will provide it to you again.

Once we have received the item, your claim will be processed. Faulty items are always refunded in the full amount. We will issue the refund within 14 days, but please note that it can take between 2-30 days before the money is back in your bank account. This time period depends on your agreement with and the terms and policies of your bank.

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

Have you received my return?

Once we have received your returned parcel, we’ll send you an email to confirm safe receipt. As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 days.

Please note: If you used the prepaid return label, we will deduct the return shipping cost from the refund amount.

When can I expect my refund?

We will issue the refund within 14 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 or PayPal, it can take 2-30 days for the money to appear in your account and the time it takes usually depends on your bank.

 

United Kingdom

The cost of return shipping is £4.95 – 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:

  • Place your item back into the plastic bag or shoe box it came in so it doesn’t get damaged on the way back.
  • Write the reason for return code in the yellow field on the outside of the plastic bag/shoe box.
  • Peel the return label off your return note and put it to one side.
  • Place the items and your return note back into the parcel they came in.
  • Remove the white strip from the bottom of the bag. Fold and seal from the bottom.
  • Stick the prepaid return label on, covering any existing postage label.
  • That’s it; you’re ready to return it. The next step just depends on the courier you chose for delivery*.

Make sure to ask for a receipt as proof of having returned the parcel.

*If your parcel was delivered by CollectPlus or DHL, please deliver your return parcel to your nearest CollectPlus store. Parcels delivered with Hermes should be returned with Hermes.

Can I exchange an item?

No. Unfortunately we do not offer online exchanges, but you always have the option to place a new order to get the right article. It is easy to return the item you do not wish to keep. As soon as we have received the item back, we will make sure to refund you the amount in question. According to legal requirements you must return an item within 14 days from receipt, but as an extra service we offer you 30 days to return an item. 

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

In case you are in the unfortunate situation of finding errors or defects in an item bought in our online shop, please make sure to claim the item no later than 2 years from the date of purchase.

All you need to do is return the item to us.
Make sure to clearly mark code 13 as the return reason code. See 'How do I return an order' for guidelines on how to return.

If you no longer have the return note and return label available, please contact Customer Service and we will provide it to you again.

Once we have received the item, your claim will be processed. Faulty items are always refunded in the full amount. We will issue the refund within 14 days, but please note that it can take between 2-30 days before the money is back in your bank account. This time period depends on your agreement with and the terms and policies of your bank.

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

Have you received my return?

Once we have received your returned parcel, we’ll send you an email to confirm safe receipt. As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 days.

Please note: If you used the prepaid return label, we will deduct the return shipping cost from the refund amount.

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.

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 2-30 days for the money to appear in your account and the time it takes usually depends on your bank.