In the EU a purchase made online can be returned within 14 days without giving a reason — the Consumer Rights Directive (2011/83/EU) guarantees it. Below: what to do in each case, who pays for the parcel and when the money comes back.
14 days
to withdraw from the purchase, counted from the day you receive the parcel. No reason needed.
5 working days
to get your money back once the parcel reaches us — the price and the standard delivery
2 years
legal guarantee on faults; shipping both ways is on us
Duties included
the import VAT and duties inside the price come back with it
Deadlines
You have 14 days from the day you — or someone you name — receive the parcel to tell us you are withdrawing. If the order came in several parcels, the 14 days start with the last one. After your notice you have another 14 days to send the goods back. We refund within 5 working days of the parcel reaching us; if you have shown us proof of sending, no later than 14 days after your notice, even while the parcel is still on its way.
Two cases, two procedures
Right of withdrawal · Directive 2011/83/EU
It did not suit
Wrong size, wrong colour, or simply not what you expected. You may examine it the way you would in a shop — that never costs you anything:
try it on, unfold it, check the fabric and the fittings;
send it back complete, with everything that came in the box;
keep the tags and packaging if you can — an opened package does not take your right away.
What to do
1Tell us within 14 days of receiving the parcel — with the online form or a plain email with your order number. No reason needed.
2We reply with the address to send the goods to.
3Send the goods within 14 days of your notice and keep the proof of postage.
4We refund within 5 working days of the parcel reaching us, to the same means of payment you used.
Legal guarantee · Directive (EU) 2019/771
It is faulty
A seam that gives, a coating that peels, a broken buckle — or goods that do not match their description.
For two years from delivery you are entitled to goods that match what we promised. You choose between repair and replacement, free of charge, shipping included. If neither is possible, or it would take unreasonably long, you can have the price reduced or get your money back.
What to do
1Write to us with the order number, what is wrong and, if you can, a photo. Many seam and coating issues are sorted without a return.
2If we need the item back, we give you the address and pay the shipping.
3We repair or replace it, or refund you if neither is possible.
Who pays for shipping
It did not suit
You pay to send it back. The standard delivery you paid on the way out is refunded with the price.
It is faulty
We pay shipping both ways.
Another size or colour
Return this one as above and order the one you want — the new parcel ships at the usual rate.
How the money comes back
The way you paid
A bank transfer goes back to the account it came from, unless you ask us for something else. No fees for you.
What is refunded
The price you paid, import VAT and duties included, plus the standard outbound delivery. If you chose a faster delivery, the difference is not refunded.
When
Within 5 working days of the parcel reaching us. If you have shown us proof of sending, no later than 14 days after your notice, even while the parcel is still on its way.
To refund you we never need your card number, CVV, SMS codes or online-banking passwords. If someone asks for them in our name, it is fraud.
If the item was used
Your right to withdraw stays, but if the item was used more than needed to examine it — worn in the field, washed, altered — we may keep back the value it has lost.
Want to return or exchange something?
Send the withdrawal form, or write to us with your order number — it is in the order confirmation email.
