How can I return my package?

You have the legal right to return your goods within the 30 days after having received your order. All products on our site can be returned, unless stated otherwise. Returned products must meet the following conditions: 

• In a perfect state for resale
• Packaged in its original packaging
• Packing slip and filled in return form should be added to the package

*Items such as underwear and face masks cannot be returned due to hygiene reasons.
*Any product which is damaged, incomplete, or whose original packing is damaged, won’t be refunded and can’t be exchanged.

1. product which is damaged, incomplete
Please mail to [e-mail] and send following pictures
1. the damaged goods
2. the inner packaging with protective materials
3. the outer packaging clearly showing whether or not there is damage 
4. the transport label

2. How to return a Standard Parcel
-Maximum weight: 20 kg
-Maximum length of the longest side: 97 cm
-Maximum dimensions: 330 cm (length + (2 x height + 2 x width)

SHIPPING COUNTRY	Return method	Return fee
Belgium Netherlands Luxembourg France Germany Spain Italy Poland	1.Find a UPS POINT in your neighbourhood via ups.com/dropoff. 2.Go to the nearest UPS point and give the reference 'Decovry Labelless'. You don’t need a label. 3.The UPS point will print out a shipping label for you.	€ 5
Austria Switzerland	Email [e-mail] with your order number and the reason for your return. We'll send you a return label.	€ 5
Other countries	The return procedure and costs are at your own expense.

3. How to return a parcel bigger or heavier than a Standard Parcel

This kind of parcel cannot be returned with UPS.
The return costs are at your own expense, except when the return is due to shipping damage or an error on Decovry’s or the supplier’s part. In that case, the item(s) should be returned within two months of receiving your order. Please email [e-mail] (with your order number) for further information.

4. When can you expect your refund?

You can expect your refund (excl. the shipping costs) within 14 business days after we have received your returned goods, in the form of store credit (which you can use for your next purchase). A refund can also be given via your original payment method. Please email [e-mail] (with your order number) for further information.

Note: always fill in this file to ensure easy processing of the return.

5. Your purchase cannot be returned in the following cases:

Any product which is damaged, incomplete, or whose original packing is damaged, won’t be refunded and can’t be exchanged. Please note that some items such as underwear or face masks cannot be returned due to hygienic reasons.

6. Do you prefer another postal operator?

You can use another postal operator, but costs may be higher and will be at your own expense.

Return address:

DistriMedia nv (Decovry Retour)

Industriepark Noord 5a

9100 Sint-Niklaas

Belgium

Your purchase cannot be returned or exchanged 
if the product or its original packaging is damaged or incomplete.

Also see:

When can I expect my refund?

How can I use my credits?