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Frequently asked questions

  • Where is my order?

    You can track your order by clicking the link in the confirmation mail you got when we shipped your order!

  • I didn't get a return label

    We do not include a return label in the package. You get the return label after you register the return online under My Page.

    Having trouble registering your return online, or did you lose the return label? Contact us here and we’ll hook you up with a new one!

  • 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.
    • Klarna Pay Later: Klarna will adjust your invoice within 1-3 days after you received the return confirmation. Read more about this here.
    • 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 clicking the link in the confirmation mail you got when we shipped your order!

I didn't get a return label

We do not include a return label in the package. You get the return label after you register the return online under My Page.

Having trouble registering your return online, or did you lose the return label? Contact us here and we’ll hook you up with a new one!

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.
  • Klarna Pay Later: Klarna will adjust your invoice within 1-3 days after you received the return confirmation. Read more about this here.
  • 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.