How can we help you?

How do I return something?

If you have purchased an item through our online shop, you can choose between following return options: 

 Due to COVID-19 virus restrictions Online Return In Store is temporarily unavailable. 

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Return through your local BPost post office in over 1,400 locations.

Open Mon-Sat, early until late.

Your return will be processed in approximately 14 working days.

Free 100 day returns

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 100 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • 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.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: We can't exchange the item for you, but you can instead return and re-order the item.

In-store: You can return your item in a participating store with the same brand name. If the store has that particular item in stock, you can always purchase the item in-store.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. 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.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

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.

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

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. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
Please note that it can take anywhere from 2-30 days before the money appears in your account.