Customer Service

We strive for the highest possible customer satisfaction. If an item you ordered is not quite what you were looking for, you can return your order within 14 days of receiving it and ship it back to us. The product may of course be tried out but may not be damaged or show signs of wear, and should be returned in its original packaging. If the product is returned having been frequently used, washed, or damaged, we will not be able to process a refund. In the event of a complaint or defect, we kindly request that you contact our customer service team before returning the product(s) in question.

All return parcels need to be sent back to be processed in our warehouse in the Netherlands. Due to the exit of the UK from the European Union, we will no longer be able to offer free returns for UK customers. This means that from the 1st of January 2021, the customer is responsible for the costs of returning their order. We will not be able to bear the cost of return shipments. Furthermore, due to Brexit, an extra custom duty charge may be incurred when returning your order back to our warehouse address. The customer is responsible for paying this cost; we will not be able to bear the cost of any added duties or tariffs incurred for returning your parcel to us.

Our warehouse address is:

Etrias Warehouse
Schouwrooij 9
5281RE Boxtel
The Netherlands

After you have sent the product(s) back to us, the purchase price (including any shipping cost you paid to have the parcel shipped to you) will be refunded to you as soon as possible. This is normally done within 1-2 working days of us receiving your parcel, but in busy periods this can take up to 14 days.

Exchanging
Would you like to exchange your order instead of receiving a refund? In order to do so, simply follow the instructions above for the return of your item and then head on over to our webshop to place an order for the item you wish to receive instead. This means that we can have the replacement item shipped to you as soon as possible and will then refund the cost of the initial order once it has arrived back with us.