Returns and Complaints

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

Returns and Complaints

30-Day Right of Return

You can return products within 30 days after you have received them. During the first 14 days you have the statutory right of withdrawal, and we voluntarily extend that to 30 days on the same conditions. More information can be found in our Terms and Conditions.

How to Return a Product

  1. Register your return within 30 days of receipt. Select “Request return” in your customer account or on the order status page, or send an email to info.nl@nordblanc.com with your order number and the products you wish to return.
  2. You will receive the return instructions and a return code from Packeta by email.
  3. Pack the products well, preferably in the original packaging and with the labels still attached. Remove old shipping labels from the packaging.
  4. Hand in the parcel with the code you received at a Packeta pick-up point no later than 14 days after you registered your return. Keep the proof of handover until you have received your money back.

You bear the cost of returning the products. We charge € 5 for the use of our return code; we deduct this amount from the amount we refund to you.

Refund

We refund the price of the returned products no later than 14 days after we received your notification of the withdrawal, using the same payment method as you used for the purchase. If you return the whole order, we also refund the original shipping costs up to the amount of the cheapest standard delivery. We may withhold the refund until we have received the products back or until you have shown that you have sent them back, whichever is the earlier.

How to Handle the Product 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 labels attached. The shoebox is part of the product, so preferably send shoes back in the undamaged box. If a product has been used more than is necessary to assess it, we may deduct an amount for the diminished value.

Exchange

Would you like a different size or colour? Return the product as described above and place a new order.

Complaints

If a product is defective, you are entitled by law to a product that conforms to the contract (Article 7:17 et seq. of the Dutch Civil Code, Burgerlijk Wetboek, BW). In the Netherlands there is no fixed statutory warranty period: what matters is how long you may reasonably expect the product to function properly. A defect that appears within twelve months of delivery is presumed to have existed at the time of delivery. Report a defect within a reasonable time after you have discovered it; a notification within two months is always in time.

  1. Send an email to info.nl@nordblanc.com with your order number, a brief description of the defect and, ideally, photos.
  2. Do not send the product to us before you have received our instructions. That way we can deal with your complaint faster.
  3. If your complaint is justified, we will pay the cost of return shipping and reimburse your reasonable costs.

We respond to your complaint as soon as possible, in any event within 30 days. Normal wear and tear and damage caused by failure to follow the care instructions are not covered by our liability. If we cannot reach an agreement, you can turn to ConsuWijzer (the Dutch consumer information point) for information and advice, www.consuwijzer.nl.