Return request
You can easily return your order by following the steps below.
- Check whether your return meets our return conditions.
- Follow the steps to take. Don't forget to remove the old shipping label.
- Make sure you send your return insured, because if it goes missing, you are responsible for the shipment.
RETURNS
You may return your purchase directly to us without giving any reason. You can return your shipment via PostNL or another carrier. We recommend sending the shipment insured. Please return the return form with your shipment, so that we can easily process your return. If you return your order via PostNL or DHL, you will receive a shipping receipt from the counter employee with a Track & Trace code. You will also receive a shipping receipt from Returnista with a Track & Trace code. Keep the proof of shipment safe until your return has been fully processed and refunded.
PAY ATTENTION! : We do not send confirmation when we have received your return. You can follow your shipment yourself via the Track&Trace. Your return will be processed immediately after it has been delivered to us. The return amount will be refunded to your account within 14 days after we have received your shipment.
EXCHANGE
If you want to exchange your purchase, you can immediately return the product and order it again via our website. In this way you do not lose any time and you will receive the new product within 2 to 3 days. when exchanging or returning, the item must be reasonably unused and in good condition. This means that the item must not have been worn and must be returned in its original packaging. In addition, you may never remove the label. If you do not meet these conditions, we cannot exchange or take back the item.
RETURN ADDRESS: Versano / Mezam BV, Nikkelstraat 23, 4823 AE Breda The Netherlands
Without a valid proof of shipment with a Track & Trace code, we cannot start an investigation into returns and we will therefore not refund missing returns.
Although the maximum refund period is 14 days, processing your return with us 'from receipt' only takes a few days. After processing your return, you will be notified by e-mail with further information about your refund.
If you have not received a message from us after 14 days, please contact us via the contact form or [email protected]. Mention your name, e-mail address, telephone number and the order number.
Answering questions can sometimes take longer than you are used to from us. We therefore recommend that you submit your question via one channel. If you have a question about an order, it is wise to refer to your order number. Of course we try to answer you as soon as possible
It is unfortunately possible that your order is damaged during shipment. As a customer there is of course nothing you can do about this. In that case, we ask you to contact our customer service immediately. It is also useful to send photos of the complaint. Our customer service will process your message as soon as possible and will look for the best solution together with you.
As soon as we have received and processed your return, an adjustment will be made to your invoice. You will then receive an adjusted invoice from Klarna within 24 hours, adjusted based on your return.
The great thing about Klarna is that you do not have to pay your full invoice in advance. We do, however, recommend that you pay your invoice on time to avoid an increase in costs.
Have you already paid your Klarna invoice and eventually returned items? In this case, you will receive a refund from Klarna as soon as we have received and processed your return.
Are you already familiar with the Klarna app? With the Klarna app you have an overview of your orders and you can, among other things, put your invoice 'on hold' or register returns.
For more information, visit https://www.klarna.nl
This can have several causes. We recommend that you enter your address manually in the checkout and do not use autofill. If it still does not work after this, we recommend that you contact our customer service. It is useful to send a screenshot of the entire checkout or the error message.
Packing up
Fold the items neatly as you received them and pack them carefully. Also enclose the return form with packing slip.
return
Return your package with a valid shipping label. You can buy this at a PostNL or DHL shipping location. Do remove the old label from the box.
Drop off Postnl Punt
Deliver your package to a PostNL acceptance point in your area. You can find a location near you by postcode and house number at postnl.nl/locatiewijzer.
Refund
The refund will be made to the account number with which the payment was made. Typically, refunds are processed within 14 days of receipt.