Cevelann Refund Policy
Please note that the following applies to retail customers only. Wholesale clients, please see the wholesale terms of trade.
Cevelann products are handmade. As a result variations in pattern, colour, size, and hemming are part of their natural character, and should be expected. If for any other reason an item is not to your satisfaction or you have ordered the wrong product, and provided that the product is unworn, clean and undamaged, please email us at firstname.lastname@example.org and follow the return directions provided below.
We strive to offer a hassle free returns policy if for any reason you change your mind with any item. We’re happy to refund your purchase within 14 days (from the date of arrival) subject to our terms of sale. The cost of the merchandise will be refunded if all conditions are met. Shipping, duty and other costs at the moment of purchase are exempt from this refund. If you wish to return items for an exchange or refund please notify us within 14 days upon receiving your order by sending an email to email@example.com. Please include in this email your IBAN number along with a brief description of your case so that we can arrange the refund process promptly. The items must be returned within 14 days of receiving. However, we will first need to confirm your return per e-mail.
• Each item must be in its original condition with all of the labels attached.
• Please include a copy of your original order email or your invoice in the parcel. If we do not receive these details, we will have no ways of finding who the package comes from, as such we cannot send you a refund.
• 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.
• The customer is responsible for shipping costs related to the return of the existing product. We do not accept packages where the postage is unpaid. Any customs charges incurred during the return process are the responsibility of the customer. To prevent any customs charges please clearly mark the package ‘RETURNED GOODS’.
• Once the item arrives and is deemed re-saleable your refund (excluding shipping, duty and other costs incurred by Cevelann at the moment of purchase) will be done within 14 days of arrival of your return. You can email us at any time at firstname.lastname@example.org to follow-up your return process.
• If you would like to purchase an alternative item (different size or color, etc.) please place a new order online and contact us via e-mail to return the original item(s).
• Exchanges are accepted within 14 days of your receipt of the original item (just as returns).
• Exchanges are held to the same standard as Returns, i.e. products must arrive in completely unused and re-saleable condition.
• The customer is responsible for shipping costs related to the return of the existing product and shipping costs associated with the delivery of the exchanged item. International orders 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.
• Typical processing time for exchanges is 1-2 weeks from the time an exchanged item returns to our shop.
If you had placed an order for which the order amount had qualified for free shipping, and initially did not incur any delivery costs for the same reason, and, however, you would like to return or exchange one or more items from your order, such that the new order value becomes less than the amount that fulfills free shipping criteria, we will have to deduct the initial shipping cost from your refund. The amount to be deducted will be duly communicated with you, and should you require, we will be happy to provide you with a receipt indicating our initial delivery cost.
The cases in which we will not be able to honor requests for return or exchange:
• 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.
International orders 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. We are not responsible for any duty/import/customs/brokerage charges or taxes you may incur.
Packages are marked with the value of the item as paid by the customer in legal accordance with international postal regulations.
Cevelann will not be liable for any loss, damage, cost or expense related to any delay in shipment or delivery. The risk of loss and title for all merchandise purchased passes to you upon our delivery of the merchandise to the carrier.
We do not refund postage for lost, unclaimed or undeliverable packages. If a package is returned as undeliverable/unclaimed, it is the customer’s responsibility to follow up with the postal carrier. 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 lost or damaged package. If the product is lost, or 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/or help to find a reasonable solution.
Residents of The Netherlands will automatically be charged a 21% sales tax. International customers are responsible for all import/customs/local tax fees that may be incurred upon receipt of your package.
Just a few more return/exchange related points:
• If something is incorrect with your order, please let us know asap and we will fix it.
• Shipping fee is non-refundable.
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. Thank you!
U hebt het recht uw bestelling (of een deel ervan) binnen een periode van 14 dagen zonder opgave van reden te ruilen of retourneren. Deze termijn begint op het moment dat de bestelde zaken zijn afgeleverd. Indien u bij afloop van deze termijn de geleverde zaken niet aan Cevelann heeft teruggezonden, is de koop een feit. Retourneringen dienen, binnen 14 dagen na aflevering, ten aller tijden voor verzending onder vermelding van het ordernummer en uw IBAN nummer aangemeld te worden via het e-mailadres email@example.com, en pas na bevestiging geretourneerd te worden. Retourneringen die niet binnen de gestelde termijn aangemeld en geretourneerd zijn, worden door ons niet geaccepteerd. Datum poststempel is bindend. 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 14 dagen op dezelfde wijze c.q. rekening waarmee u betaald heeft. Verzendkosten worden niet vergoed. 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.
Vragen? Wij zijn bereikbaar op werkdagen (maandag t/m vrijdag) van 10:00 tot 17:00 op 020-2215552.