Returns and Refunds
How can I return an item?
You can return an order (or part of the order) with the return label that can be found in the box. Please place the items in the original box if possible and attach the return label. You can leave the parcel at a post office close to you.
To avoid mistakes in scanning your return, please only return items attached to the order matching the return label. If you have items from multiple orders to be returned, please make sure to use the correct return label for each return.
HOW TO RETURN IN STORE
You can also return your items to a selected store within 120 days after receiving your parcel. Our store staff will check the product(s) and process your return the same day.
Make sure you have your order number with you for our staff to process your return. You’ll receive a refund email notification and will be refunded within 8 to 10 working days by the same method you used to pay.Find the nearest store with the store locator by clicking here.
* Online orders cannot be returned in outlet stores.RETURN POLICY
Your online order can be returned within 120 days. We’ll take the date on your receipt as a starting point.
The following applies to all items: we can only take them back if they’re returned in the same condition as they were sent and have their original tags. Perfumes and make-up may only be returned in their original sealed wrapping and we don’t take back gift cards. There’s a selection of items that can only be returned if they’re also unopened, still in the original packaging and unworn. This goes for:- Panties
- Boxers
- Briefs
- Swimwear
Incomplete returns or items that have been worn or washed won’t be accepted. If pieces have deteriorated due to extensive use, it can happen that we send them back to you. To avoid mistakes in scanning your returns the items should match the return label. If you have items from multiple orders that you’d like to send back, please make sure to use the correct label for each return and pack them separately.
Can I exchange my product(s)?
Right now, we don’t have an exchange service. If you’d like the item in a different color or a different size, the best thing to do is to place a new order. Any item can be returned within 120 days after you’ve received the order. It usually takes a few days for a return to reach our warehouse. Once it gets there, you’ll receive an email confirmation and you’ll be refunded within 15 business days.
How long do I have to return an item?
Your online order can be returned within 120 days. We’ll take the date on your receipt as a starting point.
The following applies to all items: we can only take them back if they’re returned in the same condition as they were sent and have their original tags. Perfumes and make-up may only be returned in their original sealed wrapping and we don’t take back gift cards. There’s a selection of items that can only be returned if they’re also unopened, still in the original packaging and unworn. This goes for:
- Panties
- Boxers
- Briefs
- Swimwear
Incomplete returns or items that have been worn or washed won’t be accepted. If pieces have deteriorated due to extensive use, it can happen that we send them back to you. To avoid mistakes in scanning your returns the items should match the return label. If you have items from multiple orders that you’d like to send back, please make sure to use the correct label for each return and pack them separately.
In case of a return, will I receive a refund on the shipping cost?
If an entire order finds its way back to us, we’ll refund you in full. In case of partial return, the shipping cost will not be refunded.
What can I do when I haven’t received my refund yet?
In total it can take up to 15 business days until a refund finds its way back to your bank account, from the moment your parcel has been sent out to our warehouse. If the refund still isn’t visible by then, contact us, so our customer service agent can take it from there.
What can I do when I used or lost my return label?
If you've already used your return label for a partial return, or the label seems to be missing contact us, so our customer service agent can make sure you get an extra label.
When will I receive a refund after I returned an item/an order?
It usually takes up to 5 working days for a return to reach our warehouse. Once it gets there the parcel is scanned, after which a refund is automatically triggered.
It takes about 8 to 10 working days after the returned items are scanned for the refund to find its way back to your bank account. We’ll be using the same payment method you did whilst placing the order.
For the latest updates on your refund, it’s easiest to check your bank account directly. If you paid by credit card, no amount has been deducted from your account, or the reserved amount will be released back to your bank account.
Need more help?
We are available Monday – Sunday: 9AM – 9PM CET