Please note that you as the customer are responsible for the return shipment until the package has been received and processed by our returns department. So make sure to package the item(s) properly, and to save your proof of postage receipt until you receive the return confirmation email from us. It can usually take up to two weeks before a return can be received and processed.
If you exercise your right of withdrawal, we will refund you, without delay and in no case later than 14 days after being notified of your decision to withdraw your order, any and all payments made by you, including any delivery costs and invoice fees. If you only return a part of your order, then any delivery or invoice fees will not be refunded. The refund will be made with the same payment method that you used to make the original transaction, unless you explicitly agree otherwise; in any case, no extra fees will be charged for such refunds. We are allowed to wait with the refund until we have received the goods, or until you have proven to us that the goods have been returned (for example, by showing a proof of return postage), whichever event occurs first.
When will I receive the refund for my return?
It usually takes about two weeks from the date on which you returned your package before we can receive and check your return. For a full refund, the items must be returned within the 14-day return period after notification, in its original state and - if feasibly possible - with all tags and labels attached. If this is not the case, then this will affect your balance. You will receive a confirmation by email as soon as the return has been processed. At that time, the procedure for your refund is initiated. The duration of this procedure depends on the payment method:
- Debit and Credit Cards: 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.
- iDEAL: 1-5 working days (Mon-Fri). The refund will be transferred to the bank account used for payment.
- AfterPay: 1-5 working days. AfterPay will adjust your invoice. More information can be found here.
- Gift Cards: 1-3 working days (Mon-Fri). The refund will be issued to the same gift card used at purchase. Don't have your code anymore? Contact our customer service and we'll help you.
- NLY Points: 1-3 working days (Mon-Fri). The refund will be issued to your user account.
I was informed that one or more items from my order are sold out. How do I get my money back?
If you had the bad luck of items turning out to be sold out due to an incorrect stock balance, then unfortunately we will not be able to ship them to when/if they are eventually restocked.
If you already paid for the items with iDeal, then the amount will be refunded to your bank account in 1-5 working days (Mon-Fri). If you already paid with a credit card, then the reservation will be released in 1-5 working days (Mon-Fri). If you chose to purchase through AfterPay invoice, the invoice will be adjusted automatically. If your entire order cannot be delivered, then the entire purchase will be voided, regardless of the payment method (including any invoice or delivery fees).