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Returns, exchanges & product claims

Need tips on how to make your return, exchange, or product claim? We’ll help you 😇

Returns, exchanges & product claims

Need tips on how to make your return, exchange, or product claim? We’ll help you 😇

Returns, exchanges & product claims

Need tips on how to make your return, exchange, or product claim? We’ll help you 😇

A helping hand if the product isn’t right for you

What happens after you receive your order is as important to us as before it’s finalized. See here for information on how to make a return, an exchange, or a product claim. And of course, we always offer a 30-day return and exchange policy, calculated from the day you receive your order. Return shipping is free, but please note that export fees may apply.

Returns, exchanges, and product claims

First; do you want to make a return, exchange a product or make a product claim?

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Return

Fill out the return form that was enclosed with your order. Don’t forget to fill out the reason why you want to return the product, using one of the codes on the form.

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Exchange

If you wish to exchange a product, you will need to fill out the correct return code for exchanges, and note the color and size of the product that you want in exchange.

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Product claim

Before you make a product claim, you will need to take an image of the part of the product that you believe to be defective. You need to e-mail this picture to our customer service, along with an explanation of what happened. If your claim is approved, fill out the return form that was enclosed with your order and make sure to choose the correct return code for defective products.

What's next?

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See above for the first step in your return, exchange, or claims process.

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Return from the US

Place the product you wish to return in a bag together with the return form, and place the pre-paid return label onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label.

Return from Canada

Place the product you wish to return in a bag together with the return form, and place the pre-paid return label and the commercial invoice onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label.

Return from Japan or South Korea

Place the product you wish to return in a bag together with the return form, and place the pre-paid return label onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label. The Air Waybill (AWB) and the commercial invoice must be placed in a plastic pouch onto the package.

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Return from the US

Drop off your package at the nearest UPS service point and keep the receipt or drop-off confirmation. Please note that your return freight is free and insured. If you have any questions, please contact our customer service.

Return from Canada

Drop off your package at the nearest UPS service point and keep the receipt or drop-off confirmation. Please note that your return freight is free and insured, but export fees may apply. If you have any questions, please contact our customer service.

Return from Japan or South Korea

Drop off your package at the nearest FedEx retail location and keep the receipt or drop-off confirmation. Please note that your return freight is free and insured, but export fees may apply. If you have any questions, please contact our customer service.

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Handling time is approximately 14 days. Depending on the type of payment chosen during your purchase, the handling time may vary. 

Note: A commercial invoice is required for all packages being returned from outside of Europe (except the US) and must be handed over to the carrier along with your return parcel; one copy can be found among the return documents that were included in the parcel you received. If that is not the case, please contact our customer service team.

Fill in the total amount of the return (i.e., all amounts from the price column added) on the commercial invoice; make sure to sign the document and cross out the items that are not being returned. Attach the commercial invoice on the outside of the package. 

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Do you have any further questions on returns, exchanges, and product claims?

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