Cancelling order before delivery
You may cancel any order, provided it has not yet been shipped.If you have submitted an order and wish to cancel, please check the status of your order first by visiting the My Account link at the top right of the relevant Website.If the status of your order is Register we might still be able to cancel your order so contact our call centre (see help section of relevant website) to request an order cancellation.Our CustomerCare service will request a cancellation of your order at our warehouse.If successful, they will send you an email and the cancellation will be free of charge.If cancellation was not possible, the products will be delivered to you, which you will need to refuse upon receipt.The products will be returned to us and your money will be refunded.
Defective product returns
You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them.
You can do so within 2 months after you notice the defect.This does not affect your statutory rights.In the event your claim is justified, the purchase price and the shipping costs will be refunded.For practical information on how to return and refund information see the Hepl/FAQ's section of the Website.
Returning products for whatever reason
If you are for whatever reason not happy with the products you ordered, you may return the products delivered to you within 30 calendar days after delivery, as long as:
• the products are unwashed and not used in any way (you are allowed to try garments or shoes on for fit, unless we have indicated otherwise - but you cannot wear them)
• the product is in its original, undamaged packaging (a carefully opened package will
not be considered damaged)
• the product is complete:e.g. both items of a pair must be returned
You cannot return:
• products that have been tampered
At the moment, we cannot offer a product return to the person who has received it as a gift.In order to return the product, please contact the person who purchased the product for you and ask them to follow the procedure for returning orders as stated in Returns Policy.
Product exchange or sizes
To exchange an article for another or exchange the size please see how in Returns.
In the event you return because they are defective or otherwise not in conformity with your order, we will pay for the ship-to and return-shipping costs.In the event you return goods for reasons other than defectiveness or non-conformity with your order, does not refund the shipment cost.In practice, when returning, you will use our logistics provider.As the costs entail by us for these return shipments are equal to the costs of sending the goods to you, we will not refund costs the you originally paid for delivery.
Refunds will be issued based on the original form of payment.If you paid via bank transfer you need to give your bank details to CustomerService when you initiate the return so that we can refund the money directly to your account.You will receive your refund after the product has been returned and processed.
For practical information on how to return and refund timelines, see the help section of the Website.Please read the help section information and follow the directions carefully in order to prevent unnecessary delay.