REFUNDS & RETURNS POLICY
All non-personalized products can be canceled until they are shipped. If the order has been paid and the customer needs to be change or cancel the order, we must be contacted within 12 hours after payment. Once the packaging and shipping process has started, it can no longer be canceled. For personalized products, such as print-on-demand, once the order is processed, it can no longer be canceled nor returned, even when it is not shipped yet.
The customers satisfaction is our #1 priority. We want your customer to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure your customer receives the order on time and as described.
Everyone who shops on our platform receives the following guarantees:
- full refund if the order is not received
- full or partial refund if the order does not arrive within the guaranteed time (ESS Time, not including processing time)
- full or partial refund if the item is not as described or damaged
- full refund if you do not want the product you have received (all return shipments are at your expense and must be unused)
Full refunds are not available under the following circumstances:
- the order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- the order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- the order is part of the print-on-demand service, and made to the customers specification and/or personalised, consequently the order can not be cancelled nor fully refunded.
Requests can be submited within:
- 8 business days after the order is delivered
- 40 business days the moment your order was placed. The customer can only submit by sending a message on the contact page
If the customer is approved for a refund, the refund will be processed, and a credit will automatically be applied to the credit card or original method of payment, within 14 days. Be aware different conditions may apply per webshop and product per reseller. The customer can always consult the conditions on the relevant webshop!
All our products are backed with a 60-day money back guarantee, except for print-on-demand products. To make a return, the customer needs to visit the returns portal on the webshop where the product was bought from, and we will refund the purchase price if all requirements are met. We’ll need the order number from the order confirmation email reveiced by the customer and zip code associated with the shipping address of the order.
From here, the customer will be able to download a shipping label, which needs to be attach to the package. When shipping the items back, the customer needs to use all original, protective packaging to make sure the product arrives back at our warehouse in new, undamaged condition. Bedding and towels must be unused, unwashed, and in original packaging when returned. All items must be in an unused and sealed condition. Products which are used or unsealed will not be refunded nor reshipped to the customer.
The return can't be too long after authorization - once generated, the return expires within 21 days. Also, heads up that when the customer went ahead and send back an order, the refund will not take place until the returned product has been received and thoroughly checked.
Once we have received and processed the returned product at our warehouse, we will issue a store credit or refund. The customer needs to keep an eye out for that email notification. The customer can not send the product back to us unless we've authorized to do so. If the product was send back without the authorization, we are not be responsible if the refund is not approved. We do not send products back to the customer!
STILL NEED HELP?
Burning questions, product advice, or anything else we can help with – Just send us an email.
We love to hear from you!