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Cevelann Refund Policy

If something is incorrect with your order, please let us know asap and we will fix it. We want you to be happy with your purchase and we love feedback, so please let us know if there is anything we could be doing better with our product or service. 

Please note that the following applies to online orders from retail customers only. Wholesale clients, please refer to the wholesale terms of trade.

Refund

Cevelann products are handmade. As a result, variations in pattern, colour tint, size, and hemming are part of their natural character and should be expected. We do not accept refund or exchange requests on the grounds of these variations.

We strive to offer a hassle-free returns policy. If an item is not to your satisfaction due to reasons other than the above, or you have ordered the wrong product and provided that the product is unworn, clean and undamaged, please email us at info@cevelann.com and follow the return directions provided below. Please bear in mind that we will first need to confirm your return per e-mail. Once the item arrives and is deemed re-saleable your refund will be done within three days. 

  • Each item must be in its original condition with all the labels attached.
  • Please include a copy of your original order email or your invoice in the parcel. 
  • The parcel needs to be wrapped securely to make sure the items reach us undamaged. Make sure you put your (sender’s) address on the label or parcel. 
  • Cevelann offers FREE RETURNS on items delivered to all countries in the European Union. You can return the item in new and unused condition for up to 30 days after purchase. For returns originating from countries outside the EU the customer is responsible for shipping costs, customs and duty charges related to the return of the product. To minimise customs charges please clearly mark the package ‘RETURNED GOODS’. International orders outside the EU may be returned using a carrier of your choice, at your expense. We strongly recommend that you use a trackable and insured service, as Cevelann will not be held liable for any cost or expense related to a delay in shipment or delivery. In the event that a return cargo gets damaged or lost during transit, Cevelann cannot issue any refund.

The cost of the merchandise will be refunded if all conditions are met. Once the item arrives and is deemed re-saleable your refund will be done within three days. 

For deliveries outside the European Union, shipping, duty and other costs related to the initial purchase and customs clearance fees for the return shipment will be deducted from the refund value.

    The cases in which we will not be able to honor requests for return:

    • If an item is received, and is not in re-saleable condition, the cost of the item will not be refunded, nor will the item be exchanged and the product will be returned at the customer’s expense.
    • If a product arrives back damaged due to careless packaging, it will not be accepted for return or exchange.
    • If a product arrives back and it clearly has been used, worn or washed, it will not be accepted for return or exchange.
    • If a product arrives back, however, is beyond the return/exchange policy window, and you did not arrange with us prior to sending it back, it will be returned at the expense of the customer.
    • If the customer fails to respond to our email about customs clearance costs related to the return of cargo or refuses to pay the clearance charges.

    Shipping Terms:

    Cevelann cannot be held liable for any loss, damage, cost or expense related to any delay in shipment or delivery. Shipments are held on FCA basis. The risk of loss and title for all merchandise purchased passes to the customer upon Cevelann's delivery of the merchandise to the carrier. 

    We do not refund postage for unclaimed or undeliverable packages. For packages that are not picked up from your post office within 14 days, Cevelann reserves the right to charge you a handling fee to cover return shipping and freight companies' administrative costs.

    We do not issue a refund for damaged package. However, if upon receiving you notice that the item has been damaged during transport, you should immediately report this to us within 5 days after the delivery of the package, enclosing a photo of the item, as well as of the box and the packaging material so that we can do our best to track it down for you and help to find a reasonable solution.

    We are not responsible for any returns that are sent back to us that are lost in the mail. We highly recommend using a tracked service, so that you can check the status of your return. We are not liable for any parcels are lost before they reach us. Until the parcel is received at our returns address, it is still in the care of the postal service provider.Should your return parcel be lost en route, you will need to make a claim with your postal service provider.

    International orders outside of the EU are subject to the receiving country's import fees, duty, taxes and/or brokerage fees. These funds are not set by Cevelann, rather they are paid to and set by your home country's government as per import/export regulations and charged by your local postal carrier. Funds are due upon receipt in accordance with your local import and postal regulations. Cevelann cannot be held responsible for duty/import/customs/brokerage charges or taxes incurred at the destination or on return.

    Packages are marked with the value of the item as paid by the customer in legal accordance with international postal regulations.

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    NEDERLAND:

    Bent u niet geheel tevreden met uw aankoop? Geen probleem! U hebt het recht uw bestelling (of een deel ervan) binnen een periode van 30 dagen zonder opgave van reden te ruilen of retourneren. Deze termijn begint op het moment dat de bestelde zaken zijn afgeleverd. 

    Retourneringen dienen, binnen 30 dagen na aflevering, ten aller tijden voor verzending onder vermelding van het ordernummer aangemeld te worden via het e-mailadres info@cevelann.com, en pas na bevestiging geretourneerd te worden. Na melding van de retourzending dient het product binnen 14 dagen in ons bezit te zijn of dient u een bewijs te overleggen dat u het product binnen 14 dagen na melding naar ons verstuurd heeft. 

    Het product kan alleen ongebruikt en onbeschadigd geretourneerd worden. U ontvangt uw geld terug indien het aan deze voorwaarden voldoet. Indien wij bij ontvangst vaststellen dat de zaken zijn gebruikt of op enige wijze beschadigd zijn geraakt, vervalt uw recht op teruggave:

    • U dient items ongedragen en ongebruikt in de originele verpakking met de originele labels etc. nog bevestigd te verzenden. Stuur uw factuur altijd mee terug. Uw postadres dient duidelijk leesbaar op het retourpakket vermeld te staan;
    • Bewaart u het verzendbewijs dat u bij afgifte bij uw PostNL kantoor ontvangt goed. Aangetekend versturen verdient aanbeveling. Het terugzenden van de geleverde zaken komt geheel voor uw eigen rekening en risico;
    • U ontvangt uw terugbetaling van het aanschafbedrag binnen 3 dagen op dezelfde wijze c.q. rekening waarmee u betaald heeft. Houdt u er rekening mee dat een creditcard refund mogelijk pas de volgende maand op uw overzicht te zien is.
    • Ruilen? Wenst u een andere kleur? Plaats eenvoudig online een nieuwe bestelling en reken deze af. Voor het retourartikel ontvangt u dan uw geld terug.

    Indien de retourzending onvolledig of onnodig beschadigd is (bijvoorbeeld de verpakking ontbreekt of onnodig beschadigd is) dan zijn wij gerechtigd de waardevermindering aan u in rekening te brengen.