Why we don’t offer free returns or exchanges
We pride ourselves on offering top-quality products at some of the most competitive prices in the market. To achieve this, we keep our profit margins very low, passing the savings directly to you. Unlike many of our competitors, we don’t inflate our prices to cover the cost of returns or exchanges.
Many companies build the cost of free returns into their product pricing, which means customers who keep their purchases end up subsidising those who return them. We believe this isn’t fair to our loyal customers who knows their size, or those who take the time to research carefully and keep what they buy.
For first-time customers needing an exchange
We understand that finding the perfect size can be challenging, especially for first-time customers unfamiliar with our products. If you need to exchange for a different size, we’ll do our best to make the process as smooth as possible, but you will need to cover the shipping cost to return the item to us (however, we do cover the shipping of the new size to you, so two shipping costs still end up on us). To help you find the right fit from the start, we provide detailed size guides and measurements. While we can’t guarantee sizing since preferences and fits can vary between individuals, you’re always welcome to contact us before making your purchase. We’re happy to assist you with any questions or recommendations.
For customers requesting a refund
If you wish to return your order for a refund, you are welcome to do so within our return policy timeframe, 14 days from receiving the product. However, the return shipping cost will be your responsibility. This ensures that we can continue offering our products at affordable prices, without raising costs for all customers to cover returns. Keeping prices fair for those who keep their orders is a core part of our philosophy.
We encourage all our customers to take advantage of the size guides and product details we provide and to reach out to us with any questions before purchasing. This helps reduce unnecessary returns while promoting sustainability. By not subsidising return shipping, we can continue to offer the same high-quality products at unbeatable prices for those who value and keep what they order.
An example of the costs involved
Let’s look at an example of an order totalling €150 with free shipping. For such an order, we pay €25 for the initial shipping, €5 for packing and handling, and a 5% transaction fee to the payment provider, amounting to €7.50. This means our actual cost is already €37.50 before considering the cost of goods.
If the customer requests an exchange, we must cover the shipping cost for sending the replacement item (€25) and the packing and handling fee again (€5). If we were to offer free exchanges, the costs would escalate further when factoring in the return shipping (€25) and return handling (€5) for the first item.
This means the total costs for a free exchange scenario would include:
- €25 for the original shipping
- €5 for the initial handling
- €7.50 transaction fee for the original purchase
- €25 for the return shipping
- €5 for the return handling
- €25 for the exchange shipping
- €5 for the exchange handling
This brings the total cost to €97.50, before even considering the cost of goods. Covering these expenses would not only eliminate any profit but would also result in a substantial loss, making it unsustainable for us to continue offering our products at such competitive prices.
We do know that several other retailers or brands have much lower purchase prices than ours, and still charge about 50-150% more than us for products that is lower quality than ours. That means they have a lot more margin on their products which makes the customers pay for the returns, except that they include it in the margin from the beginning.
From us you always just pay for a product at a great price, if returns and exchanges is needed it's covered by the individual consumer and not by you or other consumers. We believe that's the most fair solution. If you have any other solution you find reasonable and fair we are always here to listen and would love feedback and possible ways to improve.
Thank you for your understanding and for supporting our commitment to fairness and sustainability.