Retour Belgique et Luxembourg
We want you to be happy with what you've ordered, if not, no problem we've made our returns process as easy as possible.
Navigate on this page:
- 1. Create your Prepaid Return Label
- 2. Carefully pack your item(s)
- 3. Ship your Return package
- 4. I made a return, when will I get my refund ?
- 5. Can I exchange an item ?
- 6. I received a wrong / faulty item
- 7. FAQ
You can return any unwanted item within 30 days of receiving your order (or from the day your order is available at the pick up point).
The conditions below must be respected :
- Items must be returned in their original condition: unworn, unwashed, and the original labels must not have been removed from the items.
- The items must not have been damaged. They must not present traces of makeup, deodorant, perfume, or any other products stains, hair, animal hair, odours, etc.
- Shoes must be tried on indoors on rugs or carpets and have no signs of wear.
- The original shoebox must be returned and must not be used as shipping packaging.
- For hygienic reasons, jewellery (necklaces, earrings / piercings) and underwear / swimsuits whose hygienic protection sticker has been removed or damaged cannot be refunded.
- Only jewellery, swimsuits and underwear that have not been unsealed or tried on may be returned.
Returns that do not comply with these conditions will not be eligible for a refund: the items will be returned to you and will be subject to shipping charges. Otherwise, we reserve the right to reduce your refund to take account of the value of the return costs in question.
We do not accept returns of unwanted items after the corresponding return period above. If you still make a return, we will be forced to send it back to your default delivery address and you will have to bear the delivery costs.
HOW TO MAKE MY RETURN ?
1. CREATE YOUR PREPAID RETURN LABEL
We provide you with prepaid return label, at a preferential rate.If you choose to use this return method, you will not have to pay the fee in advance, the fee will be directly deducted from your refund.
Create your Return Label :
Download the RETURN FORM
|Refund Method||Cost of your Return|
|Initial method of payement
(CB / Paypal)
| Store Credit
valid on the website for 6 months
2. CAREFULLY PACK TOUR ITEM(S)
- Insert a copy of your invoice (downloadable from your personal space), the Return form or the following information on a sheet inside your return :
- Your name / first name
- The reference of your order (9 letters)
- Your email address
- The reference of the returned item(s) + reason for the return
3. SHIP YOUR RETURN PACKAGE
Once your label has been created and printed, stick your label to the outside of the mailing bag covering any previous shipping information.
Then you can drop your parcel in an affiliated Mondial Relay pick-up point near you
DON’T WANT TO USE OUR PREPAID RETURN LABEL ?
You can return the items to us via the carrier of your choice. Please note, you are responsible for the return cost.
Returned items are your responsibility until they reach us, so please make sure to ship your return package to us with a tracking option. Remember to keep the tracking number of your package. Without proof of delivery, no refund request will be accepted.
Your return needs to be sent to the following address :
4. I MADE A RETURN, WHEN WILL I GET MY REFUND ?
The time it takes for your return to reach us varies depending on the country you are returning it from.
If you want to make sure we have received your return, we invite you to track your package using the tracking number indicated on your proof of postage.
We process returns within 4 to 12 working days of receipt at our warehouse.
After checking the condition of the returned items, we will proceed with the refund via your original payment method as soon as possible. An email will be sent to you as soon as your return has been processed and the refund has been issued.
(During Black Friday and holiday season, delays may be longer.)
We will refund you the price of the returned items, taking into account any discounts applied.
The initial delivery fee of your order are non-refundable.
If you paid by Gift Card or Store Credit, your refund will be issued as a credit note to be used on the site for 6 months. .
All refunds will be made using the same payment method as the one originally used to pay your order.
|Credit Card||1 – 5 working days|
5. CAN I EXCHANGE AN ITEM ?
We do not offer exchanges because we cannot guarantee the availability of the items by the time your return package reaches us. If you want an item in a different size or colour, you have the option to return the item you don't want to keep, have it refunded, and then, place a new order for the item you want.
6. I RECEIVED A WRONG / FAULTY ITEM ?
We do everything possible to ensure that your order is completely satisfactory. If you receive an incorrect or defective item, please contact our customer service team within 48 hours by email at firstname.lastname@example.org so that we can resolve the situation as quickly as possible..
In order for us to process your request as quickly as possible, please provide us with the following information :
Your order reference (9 letters)
Which item is incorrect / defective
Photos showing your incorrect/defective item
- It is essential to follow the washing instructions for each garment, exactly as indicated on the care label. Our items are subject to a wash test and quality control. We cannot accept returns of soiled, torn or damaged items as a result of improper washing.
- No refund will be made if you are no longer in possession of the item or if the item no longer has its original label and packaging.
Still have questions ? Click here for FAQ :
|TERMS & CONDITIONS