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Q. Online returns procedure (guide)

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Step 1 - Access the returns portal

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Your returns note is no longer included in your parcel. Access the returns portal where you will be able to select the items being returned and generate your returns label. You will also need to tell us why you're returning the item - we use your returns reason as feedback to improve our products !
For further information, please click here.

Step 2 - Print your returns label and affix this to your parcel
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Now that you have generated your returns label. Please print this label and attach it to the outside of your parcel. To avoid any delays, please remove or black out your shipment address.

If you decide not to use PostNord to return your parcel. You can return via a carrier of your choice. Please note that you will be responsible for the cost.

Here is the returns address:

Arvato distribution GmbH,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY

Step 3 - Last check and package the item

Please ensure the item is in a resalable state and that the labels are still attached with their original links to the product. Please click here for further details.

Step 4 - Drop your return at your closest PostNord Service Point
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Return to a PostNord Service Point (find your nearest branch here).

Step 5 - Your return will be sent back to the warehouse and processed


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Please allow up to 15 working days for your parcel to be returned back to the warehouse and processed by the returns team. We will send you a confirmation email as soon as we have processed your return. Please do wait until you receive your confirmation email.

Step 6 - Refunded

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Your refund will be made into your original payment method. If by credit/debit card, please allow up to 3-5 working days from receipt of confirmation email. If by PayPal, allow up 24 hours for the funds to show in your account.

                                          Exchanges?

We do not offer exchanges online however you are able to exchange your online item in-store if you aren't satisfied. Find your store here.

                                           Troubleshooting

  • We will only accept returns that are made within the 30 days returns period. Any returns outside of this period will not be able to be selected in the portal and cannot be returned.
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  • If you forgot to add any item to your return when completing the process on our portal, please write them at the end of your packing slip with the item code starting by 200… that you can find on your invoice.
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  • If you are attempting to return any innerwear, underwear or swimwear the returns portal will not allow for returns of this type to be made. Please click here to review the returns policy.

 

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