Return / exchange policy
If you are not completely happy with your Marshmallow and Me online purchase, you may send it back to us for an exchange or a refund.
- You must email us at firstname.lastname@example.org within 14 days of receiving the item(s) to notify us.
- Return items must be received by us within 14 days of notifying us of the return.
- Return shipping costs are incurred at the expense of the customer. This also applies to orders that initially qualified for free shipping (orders above € 100 for NL, BE and DE).
- Original and return shipping costs will not be refunded. Provided the item(s) is being returned as a result of our error or damaged merchandise.
- Return shipments to be done via the original shipping company.
- All merchandise returned must be unworn, unaltered and unwashed with the price tags attached and intact.
- Exchanges and refunds are processed within 7 days after we receive the merchandise. You will receive a confirmation by email when your exchanges/credits are processed.
- Returns are only accepted from the country to which it was initially sent.
- We have the right to deny credits if the merchandise returned does not meet our return policy requirements.
- We are unable to refund any import tax/duty that your order may have incurred for returned items. Please be advised that any exchanges may require additional tax/duty for import to delivery destinations outside the EU.
Want to return / exchange something? follow these steps:
- Email us on email@example.com within 14 days of receiving the item and state your order number in the subject line.
- Pack and securely seal the merchandise (in the original package if possible) and ship it back to us ASAP.
- Add a printed copy of the order confirmation (or a note with the order number on it) in the package and let us know why you are returning the garment - wrong size, not what I expected etc.
- Share the tracking number with us via email so we can follow the garment back home.
- We will let you know when your return has arrived and has been processed.
Returns will be credited to the account/card from which the original payment was made.
If you have any questions please email firstname.lastname@example.org.