Complaints

You can register a return shipment within 14 days after receiving your order through our return portal. You will be given two options:

1. You can exchange your product(s) for another product or a different size.
2. You can return your product(s) and receive a refund.
   You will need your order number and the postcode used when placing the order.
   Please always follow our return guidelines and return conditions when sending items back.

Use sturdy packaging, preferably the original shipping box in which you received your order. This minimizes the risk of damage and allows us to make someone else happy with the product. After it has been returned, the item must still be suitable to be offered as a new product.

Never use the product’s own packaging as the shipping box! If the product packaging becomes damaged, replacement costs may be charged.

Return Conditions

1. If reasonably possible, the product must be returned in its original condition and undamaged, in the most original and undamaged product packaging.
2. It must be reasonably possible to resell your returned item without any additional handling.
3. The product packaging may never be used as the shipping box. There must always be an extra outer shipping box around the product to prevent damage to the product and/or its packaging. You can use the shipping box we originally used to send the product to you.

Would you like to exchange the product for another size or a different product?
You can easily use our exchange service. Please follow the steps below:

1. Go to our returns portal and indicate which product you would like to exchange.
2. Next, select the size or the alternative product you would like to receive in exchange for your current product. For this step you will need your order number (including the letters ORD..) and your postal code. You can find these details on the packing slip.
3. After you have indicated which product you would like to exchange and what you would like to receive in return, you can choose a return label from a carrier at a reduced rate.

Once you have purchased the return label, you will receive it by e-mail.

• If you selected a printable return label, please print the label and attach it to the outside of the shipping box.
• If you selected a non-printable return label, you do not need to print anything. Simply take your parcel to a parcel shop and have the QR code or barcode from the document in the e-mail scanned. The employee at the parcel shop will print the label for you and attach it to the box.

Important: always keep the drop-off receipt until your return has been fully processed. This serves as proof that you handed over the parcel.

Once we have received your return, we will process it as soon as possible (within a maximum of 5 working days). After processing your return, you will receive a new order confirmation containing the product you exchanged your original item for.

For the first exchange, no additional shipping costs will be charged. This order confirmation also confirms that your return has been successfully processed.

As soon as you receive this confirmation and the product is in stock (if a product is not in stock, it will be indicated with the word “backorder” on the product page), your order will be collected by the carrier the same day at 17:00 (5 PM).

Price difference when exchanging

If you exchange your product for a more expensive item, you will receive a separate e-mail containing a payment link for the price difference.

If the product you exchange for is cheaper, you will receive a separate e-mail confirming that the price difference will be refunded to you.