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Frequently asked questions

  • Where is my order?

    You can track your order by using the link in the dispatch confirmation email. You can also use the tracking number to track your package on DHL's website.

    Haven't received the dispatch confirmation? That means your order hasn't been shipped yet. It can take a day or two after you placed your order before the package is shipped.

  • How do I return something?
    • €9,95 return shipping

    You have 14 days to decide if you want to keep the products, from the date you received the package. The products must be shipped back in good condition and well-packaged. For more information about your right of return, see our General Terms & Conditions here.

    Psst! Make sure to stick the new return label over the old one!

    Register your return online

    It's important that you register your return online under "My Pages" so the return process and refund will be as quick and smooth as possible. If you want, you can also use our return slip which you can download here.

    Sign in on your account. Under My Pages, click on Make a return. Then go to Register return to get started. There will be instructions that you can follow all the way.

    Make sure you select all the items you want to return before moving on to the next step, so that you don’t register multiple returns on the same order.

    Can't find your order, or did you place your order without an account? Then you can register your return here. Enter you email address and order number. If that's not working either, then just contact us here and we'll help you out!

    You will receive a return label when the registration is complete.

    If you decided to order new items, then you need to go to the checkout to complete your new purchase after you're done registering your return.

     

    Pack the items and attach the return label

    You can use the original packaging for the return. If you no longer have the original packaging, then of course you can use something else, as long is it's sturdy.

    Print off the return label and stick it to the package.

     

    Send your package

    Bring the package to a DHL point. Don’t forget to save your receipt until you get the return confirmation email from us.

  • When do I get my money back if I return something?

    From the day you sent the package, it can take up to 14-21 days before the money shows up on your account. You’ll get a return confirmation in your inbox when we’ve processed your return.

    • Card payment/Direct payment: the refund is made within 1-5 working days (after you got your return confirmation) to the same account that was used for payment.
    • Gift card: the refund is made to the same gift card you used when you ordered, within 1-3 days after you received the return confirmation. Don’t have your code? We got your back! Get in touch with customer service and we’ll help you out.
    • NLY Points: will be refunded to your customer account within 1-3 days (after you got the return confirmation).

    To get your money back, your return must be approved. The items must be sent back within 14 days, in their original state and (if reasonably possible) in their original packaging with the tags attached. So, like box fresh!

    The shipping fee is only refunded if you don’t keep anything and return all the items in your order.

Where is my order?

You can track your order by using the link in the dispatch confirmation email. You can also use the tracking number to track your package on DHL's website.

Haven't received the dispatch confirmation? That means your order hasn't been shipped yet. It can take a day or two after you placed your order before the package is shipped.

How do I return something?

  • €9,95 return shipping

You have 14 days to decide if you want to keep the products, from the date you received the package. The products must be shipped back in good condition and well-packaged. For more information about your right of return, see our General Terms & Conditions here.

Psst! Make sure to stick the new return label over the old one!

Register your return online

It's important that you register your return online under "My Pages" so the return process and refund will be as quick and smooth as possible. If you want, you can also use our return slip which you can download here.

Sign in on your account. Under My Pages, click on Make a return. Then go to Register return to get started. There will be instructions that you can follow all the way.

Make sure you select all the items you want to return before moving on to the next step, so that you don’t register multiple returns on the same order.

Can't find your order, or did you place your order without an account? Then you can register your return here. Enter you email address and order number. If that's not working either, then just contact us here and we'll help you out!

You will receive a return label when the registration is complete.

If you decided to order new items, then you need to go to the checkout to complete your new purchase after you're done registering your return.

 

Pack the items and attach the return label

You can use the original packaging for the return. If you no longer have the original packaging, then of course you can use something else, as long is it's sturdy.

Print off the return label and stick it to the package.

 

Send your package

Bring the package to a DHL point. Don’t forget to save your receipt until you get the return confirmation email from us.

When do I get my money back if I return something?

From the day you sent the package, it can take up to 14-21 days before the money shows up on your account. You’ll get a return confirmation in your inbox when we’ve processed your return.

  • Card payment/Direct payment: the refund is made within 1-5 working days (after you got your return confirmation) to the same account that was used for payment.
  • Gift card: the refund is made to the same gift card you used when you ordered, within 1-3 days after you received the return confirmation. Don’t have your code? We got your back! Get in touch with customer service and we’ll help you out.
  • NLY Points: will be refunded to your customer account within 1-3 days (after you got the return confirmation).

To get your money back, your return must be approved. The items must be sent back within 14 days, in their original state and (if reasonably possible) in their original packaging with the tags attached. So, like box fresh!

The shipping fee is only refunded if you don’t keep anything and return all the items in your order.