Returns and Complaints

This is an English translation provided for information. The binding version is the Latvian version.

Returns and Complaints

Returns Within 30 Days

You can return goods within 30 days of the day you receive them. During the first 14 days the statutory right of withdrawal applies (Consumer Rights Protection Law, Patērētāju tiesību aizsardzības likums), and we voluntarily extend it to 30 days on the same terms. More information can be found in our Terms and Conditions.

How to Return an Item

  1. Notify us of the return within 30 days of receiving the goods. Select “Request return” in your customer account or on the order status page, or send an email to info.lv@nordblanc.com stating your order number and the items you wish to return.
  2. You will receive return instructions and a Packeta return code by email.
  3. Pack the goods well, preferably in the original packaging and with the tags still attached. Remove any old shipping labels from the packaging.
  4. Hand the parcel in at a Packeta point, stating the code you received, no later than 14 days after you notified us of the return. Keep the proof of handover until you receive your refund.

You bear the cost of the return. We charge a fee of 5 € for the use of our return code, which we deduct from the amount to be refunded.

Refund

We refund the price of the returned goods without undue delay and no later than 14 days from the day on which we received your return notification (notice of withdrawal from the contract), using the same payment method that you used for the purchase. If you return the entire order, we also refund the delivery costs for the cheapest standard delivery method. We may postpone the refund until we have received the goods back or you have provided proof that the goods have been sent, whichever is earlier.

How to Handle the Item Before You Return It

Try on clothes and shoes as you would in a shop, preferably on a clean and dry surface, and leave all tags attached. The shoebox is part of the product, so please return shoes in an undamaged box. If an item has been used more than is necessary to assess it, we may deduct an amount for the diminished value of the item.

Exchange

Would you like a different size or colour? Return the item in accordance with the instructions above and place a new order.

Complaints

If an item does not conform with the contract, you have the right to make a complaint under the Consumer Rights Protection Law. We are liable for any lack of conformity that existed at the time of delivery of the item and becomes apparent within 2 years of delivery. If the lack of conformity becomes apparent within 12 months of delivery, it is presumed to have existed already at the time of delivery. A lack of conformity that has been discovered must be notified within 2 months of the day on which it was discovered. First you can request repair or replacement of the item, and after that – a price reduction or cancellation of the contract.

  1. Send an email to info.lv@nordblanc.com stating your order number, a brief description of the lack of conformity and, if possible, photos.
  2. Do not send the item to us before you have received our instructions. That way we will handle the complaint faster.
  3. If the complaint is justified, we will bear the cost of sending the item back and reimburse your reasonable expenses.

We respond to the complaint in writing within 15 working days of the day on which it was submitted. Liability does not extend to normal wear and tear or to damage caused by failure to follow the care instructions. If we reject the complaint in whole or in part, we explain our reasons in writing and inform you in writing of the possibility of seeking out-of-court dispute resolution – before the Consumer Disputes Resolution Commission (Patērētāju strīdu risināšanas komisija) of the Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, PTAC), www.ptac.gov.lv.