Returns step by step and what has to be met

Short answer: The item must be unused and in its original condition. You register the return, send the parcel back, and the money is refunded once we have received and checked the item.

The item must be unused

Clothes need to be resellable to another customer, so they must still look new. Feel free to try the item on in front of a mirror, but do not wear it in everyday life, and keep the tags on until you are fully sure of your choice.

Register the return first

Always start by registering the return before you send the parcel, so we know it is on its way and can match it to your order. The full step by step process is described at return, exchange or cancel.

Exceptions to the rule

A few item types cannot be returned for hygiene reasons once the packaging is opened or the seal is removed. This usually applies to items in direct contact with skin. The exact exceptions appear in the terms and conditions.

How to pack the return

Put the item back in its original packaging if you still have it, and add a note with your order number. This makes it faster for us to find your order and process the return without unnecessary waiting on either side.

Refund

The money is refunded to the payment method you originally used, as soon as the item has been received and checked by us. It can take a few days from the parcel arriving until the amount shows on your account or card.

Exchange instead of return

If you would rather swap to a different size or colour, it can usually be handled in the same process as a regular return. That way you avoid ordering and paying again while waiting for the refund of the original item.

How much time do you have

The deadline for registering a return is always kept updated in the terms and conditions, so you can check the exact date for your order. Do not wait until the last moment if you are unsure whether to keep the item.

What to have ready

Have your order number and the item name ready when you register the return, so the process moves faster. You will find the order number in your confirmation email or on the invoice that came with the parcel.

Questions about the return

If you are unsure about anything along the way, you can find answers to the most common questions in the frequently asked questions, or write to us directly if your question is specific to your situation.