Have you received my return?
You will receive a return confirmation via email as soon as we have received your return. It may take up to 14-21 days for a return to be received and processed.
If you returned items from different orders in the same package, then it may take a day or two longer before the returns are processed. You will receive a return confirmation email for each order.
What does it cost to make a return?
If you use the return label included in the package, then there will be a 9,95 € return fee, regardless of the value, the number of items, and whether or not any items were kept.
For purchases on invoice, you pay this amount yourself, directly on the original AfterPay invoice. (Tip: If you use the fucntion for registering returns in MyAfterPay, then the 9,95 € is added automatically and the updated amount is calculated immediately.) For other payment methods, the 9,95 € is automatically deducted from the refund.
How does it work with returns if I paid with AfterPay invoice? Will I receive a new invoice with the updated amount?
As soon as we have received and processed your return at our warehouse, we will send a credit note to AfterPay for the amount (minus the return fee). It may take up to 21 days before the return can be processed. AfterPay will then send you an email with a confirmation of the credit note, and then you will be able to see the updated amount in MyAfterPay. Please note that the items you kept (plus any additional fees) still need to be paid before the due date of your invoice. The easieast way to do this is to use the return registering function in MyAfterPay. Using this function you can easily mark the returned items so that AfterPay will show you the correct amount left to be paid, including the 9,95 € return fee. This updated amount can then directly be paid by using the One-Click payment in MyAfterPay, without having to wait for the return to be processed at our warehouse. Using this function will also ensure that AfterPay will not send you any reminders while the return shipment is underway. Alternatively, you can also calculate the amount yourself, and make a manual payment to AfterPay using the payment details on the original invoice. In that case, please make sure to include the 9,95 € return fee in your calculation. In case of a full return (all items in an order being returned), you will only need to pay the 9,95 € return fee. To avoid reminders and possible reminder fees, we recommend using the return function in MyAfterPay.
Any further questions? Please contact AfterPay on their contact form or by phone 030 76239239 (Mon-Fri, 8-17)
If I send a return and order the same item in a different size, can I still get the same discount?
Definitely! If the discount or the offer is no longer valid, then just contact our customer service after you placed your new order. They'll help you get the same discount again.
Can I return items from different orders in the same package?
Yes, you can return items from different orders in the same return package. Just be sure, for each order, to include the part of the delivery note that contains the QR-code, and make sure the items from the different orders do not get mixed up. Also let our customer service know, so that we can make sure the return fee is only charged once.
Can I return sale items?
Absolutely! You have the same return rights for all items you order from us.
How to make a return
- 9,95 € Return shipping
How do I return an item?
- Sign in and register your return online at My Pages, or, if you do not have an account, via this link. It's important that you register your return online so the return process and refund will be as quick and smooth as possible.
- You can find the return label on the backside of the delivery note. Make sure to cover the original shipping label completely, if you use the original packaging.
- Bring the package to a post office or a postal point. (Do not bring the package to DHL.). Make sure to get a proof of postage receipt, and to save that receipt until you receive the return confirmation email from us.
Done! We'll send you a return confirmation email as soon as your return is registered, and then proceed to process your refund.
NOTE: Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won't be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
Can I exchange an item?
No. We do not technically exchange items. If you would like to exchange an item, we recommend you return the unwanted item(s) through the process described above. Then proceed to place a new order for the item(s) you want in exchange. No replacement will be sent to you automatically.
Please note it can take up to 14-21 days before we can receive and process your return
When you have received a return confirmation by email, the process for your refund is initiated. Your return must be approved in order for your refund to be completed. To do so, you must send the product(s) back (undamaged, in the original packaging and with all tags attached) within 14 days.
- Debit and Credit Cards: 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.
- Direct Payment: 1-5 working days (Mon-Fri). The refund will be transferred to the bank account used for payment.
- Paypal: 1-5 working days (Mon-Fri). The refund will be transferred to the Paypal account used for payment.
- Afterpay Rechnung: Your invoice will be adjusted. You can check the updated amount in MyAfterPay
- Discount & Gift vouchers: If you have paid with a discount code or a gift voucher and choose to return your items, the balance of your discount code or gift voucher will be returned within 48 hours from when the return is registered, provided that the discount code/gift voucher is still valid.
- NLY Points: 1-3 working days (Mon-Fri). The refund will be issued to your user account.
My product is on backorder. How do I get the product?
If you were unlucky and your item is on backorder, you are obviously entitled to a refund. Your refund will start as soon the item is backordered, and you should have the money on your card within 1-5 business days. If you have chosen to pay by invoice, the amount will be adjusted on you AfterPay invoice.
Right to Cancel
Under the Distance Selling Regulations you can cancel your order at any time within 14 days, beginning the day you receive the goods. The return products must be shipped within 14 days from the date you notify NLY that you wish to exercise your right to cancel.
If you are in possession of the goods, you must retain and take reasonable care of them. The goods must be sent back to us in good condition, in their original box and well packaged. NOTE: If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return. For more information regarding our cancellation policy, read our terms and conditions here.
The warranty covers goods that are faulty, according to applicable consumer protection legislation. If you wish to report errors in your order, please contact us as soon as possible after you discover the defect.
For complete information regarding your Right of Return, read our Terms and Conditions.
How do I make a warranty based return?
We'll send you a confirmation email as soon as your claim has been processed. Note that warranty-based returns may take a little bit longer than normal returns. If your claim is approved, then naturally we will waive the return fee.
Is your order closed for return? Contact customer service and we'll help you further!
3Contact customer service
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Hey babes, from now on we only communicate in English but all other things remain the same! Please be aware that we will only respond to emails written in English ❤