We design every piece with care and precision. If your purchase does not meet your expectations, you may return it within 14 days of delivery. Returns must be shipped within this 14-day period.
Right of Withdrawal (EU Consumers)
As a consumer in the EU, you have a statutory right of withdrawal in addition to the return options described in this policy. You may cancel your order within 14 days of receiving your items, without giving a reason. After notifying us of your withdrawal, you have a further 14 days to return the goods.
You may inspect and try on items as you would in a physical store. We may reduce your refund if the value of the goods has diminished due to handling beyond what is necessary to establish their nature, characteristics and functioning. We will refund your payment, including the cost of standard delivery, within 14 days of being notified of your withdrawal, although we may wait until we have received the goods back or you have provided proof that you have returned them. Nothing in this policy limits your statutory rights as a consumer.
Return Conditions
To be eligible for return, items must be:
- Unworn
- Unwashed
- In original condition
- With all tags attached
- In the original packaging
Items that do not meet these conditions may not be eligible for return, except where your statutory right of withdrawal applies.
How to Register a Return
To ensure your return can be processed correctly, all returns must be registered through our official return portal before shipment. Returns sent to our warehouse without prior registration through the return portal cannot be processed. This also applies to returns sent using external carrier services arranged independently and not issued through our return portal. In such cases, the parcel may be refused upon arrival or returned to sender.
Non-Returnable Items
The following items cannot be returned:
- Underwear, including socks
- Fragrances without the original sealed packaging
- Final Sale items
- Items returned after the 14-day return period
Bundles & Promotional Offers
Bundle or multipack items may be returned provided the complete set is returned, including all individual items and original packaging. Individual items from a bundle cannot be refunded separately.
Items purchased as part of 1+1 or 2+1 promotional campaigns are considered final sale and are not eligible for refund.
Exchanges
We currently offer direct exchanges for orders shipped to the Netherlands, Belgium and Germany. If your order is eligible, you can select an exchange directly in our return portal.
For orders shipped to other countries, direct exchanges are not available at this time. If you would like a different size or item, please return your order for a refund and place a new order separately.
Return Costs
Return shipping costs are the responsibility of the customer and vary depending on your location and chosen courier. For international returns, any customs duties, import taxes or related charges are the responsibility of the sender.
If you selected Fast & Insured Shipping at checkout, this service fee is non-refundable.
We recommend using a tracked shipping method and retaining proof of shipment until your return has been processed. Return costs are non-refundable.
Refunds
Once your return has been received and approved at our warehouse, your refund will be processed within 10 business days. Refunds are issued to the original payment method.
Depending on your payment provider, it may take up to 3 business days for the amount to appear in your account. You will receive an email confirmation once your refund has been completed.
Damaged or Faulty Items
If you receive a damaged or faulty item, please register your return request through our Returns Portal as soon as possible after delivery. When submitting your request, please include a brief description of the issue and upload clear photographs showing the damage or fault. Our Customer Care team will review your request and contact you with the next steps or a suitable resolution.
This does not affect your legal guarantee: goods must conform to the contract, and you retain your statutory rights in respect of faulty or non-conforming items beyond the standard return period.
Need Help?
For questions about your return, contact our Customer Care team at hey@feelcosy.co.