What a shame that your order did not meet your expectations! Annoying!
On this page you can read what you can do, how we can solve this and what our policy is regarding exchanges and returns.
You have 14 days after receiving your order to notify us of an exchange or return. You can do this very easily in the Exchange and Return Portal.
After acceptance of your return (read below which products are excluded) you will receive a return label from us, which also contains all the necessary information. After this, you have 14 days to hand in the package at a parcel point and ensure that the package reaches us.
Exchanges: free
Returns and amount back in store credit: free
Returns and amount back in your account: we charge the package costs and keep this one in
In the event of an exchange or if you opt for store credit, we will cover the costs for a return. In the event of a return for which you want your money refunded, the actual package costs (note: these are the applicable rates with major carriers such as PostNL and DHL) will be settled when we refund the money or a store credit.
When the product is received by us, we will check whether it is unused and undamaged and whether it is in the original, undamaged packaging. As soon as this is approved, we will process the return. With a store credit this takes a maximum of 5 working days and you will receive the credit immediately. With a refund to the payment method used, this also takes a maximum of 5 working days, but the payment provider may sometimes need a few more days. You will receive this within 14 days at the latest.
If an exchange has been chosen, the exchange will be sent as soon as we have received and processed the return.
The following items are excluded from returns:
a. items that are personalized;
b. articles that have been specially manufactured for the consumer;
c. items that cannot be returned from a hygienic point of view (for example inflatable items);
d. items for which the entrepreneur can no longer guarantee safety after return (for example inflatable items);
e. items that have been specially ordered for the consumer;
f. items that can no longer be sold by the entrepreneur due to current events at the time of withdrawal;
g. articles such as cosmetic products for which the seal has been broken;
h. items that have been used or are no longer in the original and/or undamaged packaging
Please note:
If you have previously used free shipping and return falls below the amount for free shipping, we will still charge the shipping costs of 3.95.
This sounds rude, but for orders under 30 euros it is not feasible for us in terms of margin to cover the shipping costs.
An example:
You order a diaper bag for 99.95 and a pacifier for 2.95. We will then take care of the shipping of your order. You are not satisfied with the diaper bag and decide to return it. Then when you refund the order, we will withhold the amount for the return label + the shipping costs for the pacifier.