Returns and exchanges
14 days to change your mind, without giving a reason. Below you will find how to start a return, what it costs, and the rights that hold by law whatever we write here.
14 days
Counted from the day the parcel is in your hands. Ordered several pieces that arrive separately? Then it runs from the day the last one lands.
You pay
Getting it back to us is at your own cost. What that costs depends on where you send it from, and the carrier charges you directly.
14 days
Counted from the day you tell us, not from the day the parcel reaches us. Paid back the same way you paid.
Start a return
Open the return portal
There is no password. You type your email address, we send a six-digit code to that address, and you type the code back in. You do not need an account and you never made one, so do not go looking for a password that does not exist.
Pick the order and the items
Choose the order, tick the pieces you want to send back and, if the portal asks for one, pick a reason. You do not have to justify anything: the law gives you these 14 days without any reason at all. One request holds up to 250 lines.
Send it, and wait for our answer
This is a request, not a return. Nothing is on its way yet. We read it, approve or decline it, and you get an email either way. Give us a working day.
After approval: pack it and post it
Shipping instructions, and a return label if there is one for your country, arrive after we approve, never before. Nothing is printed automatically at this end; we put it together by hand.
Send it back within 14 days of telling us. Posting it inside that window is enough, it does not have to have arrived.
Not shipped yet? Then it is a cancellation
Only items that already left us can be returned. If your order has not shipped, you cancel it instead: same place, same six-digit code, choose cancel rather than return.
What a return costs
You arrange and pay the return leg yourself, so what it costs depends on where you post it from and which carrier you walk into.
We have not published a price per destination yet. Rather than print a figure we have not checked with the carriers, we will put the table here once we have checked it. Ask us before you post anything and we will tell you what we know.
If we ever change these rules, the change only counts for orders placed after that day. Your order keeps the terms it was bought under.
Getting your money back
We pay you back within 14 days of hearing from you, using the same payment method you used. What you paid for standard delivery comes back with it. We may wait until the parcel is here or until you show us proof that you sent it, whichever comes first.
EnglishIf you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
NederlandsAls u de overeenkomst herroept, ontvangt u alle betalingen die u tot op dat moment heeft gedaan, inclusief leveringskosten (met uitzondering van eventuele extra kosten ten gevolge van uw keuze voor een andere wijze van levering dan de door ons geboden goedkoopste standaard levering) onverwijld en in ieder geval niet later dan 14 dagen nadat wij op de hoogte zijn gesteld van uw beslissing de overeenkomst te herroepen, van ons terug. Wij betalen u terug met hetzelfde betaalmiddel als waarmee u de oorspronkelijke transactie heeft verricht. In geen geval worden u voor zulke terugbetaling kosten in rekening gebracht. Wij mogen wachten met terugbetalen tot wij de goederen hebben teruggekregen, of u heeft aangetoond dat u de goederen heeft teruggezonden, al naargelang welk tijdstip eerst valt.
Swapping for another size
There is no exchange button in the portal. We would rather say that than send you hunting for one. Here is what actually works.
- Start a normal return request for the piece that does not fit.
- Pick Too big or Too small as the reason.
- Write the size you do want in the note field.
- We set that size aside and send it out once we approve the request.
Be warned: a size can sell out between your request and our approval, and we run small batches. If the piece is scarce and you really want it, the safe route is to request the return and order the new size yourself straight away. Then you are holding it, and the refund for the first one follows.
EnglishIn addition to your statutory right of withdrawal, we offer an exchange service. An exchange is a new purchase: the 14-day right of withdrawal starts again from the day you receive the replacement item. You can always choose a refund instead of an exchange.
NederlandsNaast uw wettelijke herroepingsrecht bieden wij een ruilservice aan. Een ruil is een nieuwe koop: de bedenktijd van 14 dagen begint opnieuw te lopen op de dag dat u het vervangende artikel ontvangt. U kunt altijd kiezen voor terugbetaling in plaats van een ruil.
How it should come back, and by when
Treat it the way you would in a fitting room. Try it on, check the fit, check the fabric. Keep the tags on and keep the packaging. Worn, washed or altered is a different story, and so is a piece that comes back smelling of a night out.
Send it back within 14 days of telling us you are withdrawing, to Dorpsstraat Holysloot 7, 1028 BB Amsterdam. You are on time if you post it before that window closes.
EnglishYou are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
NederlandsU bent alleen aansprakelijk voor de waardevermindering van de goederen die het gevolg is van het gebruik van de goederen, dat verder gaat dan nodig is om de aard, de kenmerken en de werking van de goederen vast te stellen.
The list of things you cannot send back is short and closed. It is not a house rule and we cannot add to it.
EnglishThe right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene, if the seal has been broken after delivery, and to goods made to your specifications or clearly personalised.
NederlandsHet herroepingsrecht geldt niet voor verzegelde goederen die niet geschikt zijn om te worden teruggezonden om redenen van gezondheidsbescherming of hygiëne en waarvan de verzegeling na de levering is verbroken, en niet voor volgens uw specificaties vervaardigde goederen of goederen die duidelijk voor u persoonlijk bestemd zijn.
Sale items count too
Sale items can be returned on exactly the same terms as anything else. A discount does not remove your right to withdraw.
EnglishThe 14-day right of withdrawal applies to every order, including items bought at a reduced price or during a sale.
NederlandsHet herroepingsrecht van 14 dagen geldt voor elke bestelling, ook voor artikelen die zijn afgeprijsd of in de uitverkoop zijn gekocht.
Returning from outside the EU
A return from outside the EU passes a customs desk, and that desk decides whether the parcel reaches us cleanly or gets held with a bill attached. Four things keep it moving.
- Write RETURNED GOODS on the customs form, with your order number next to it.
- Declare what the items are really worth. A low value to save on paperwork causes the opposite.
- Do not send it carriage forward or with any charge for the receiver. Parcels that arrive with a bill are refused, and then they travel back to you.
- Keep everything unworn and complete, tags and packaging included. That is what the relief from import duty rests on.
Be aware of one thing we cannot fix: import duty or local charges you paid on the original order do not automatically come back to you when you return the goods. That is between you and your own customs authority, and it is worth claiming there.
If you are in the United Kingdom, the same period applies under a different name: your law calls it cancelling rather than withdrawing, and it works the way it is described on this page. Buying from anywhere else in the world, you get the policy described at the top of this page, and your own national law may give you more on top of it.
Damaged, faulty or the wrong item
Do not put this through the portal. Mail us first, with a photo of the piece and a photo of the label, and we sort it out without you paying for anything. The portal is for pieces that simply did not work out.
EnglishEvery item you buy from us must be what you could reasonably expect it to be. This is a legal right under Dutch consumer law and it exists on top of anything we offer ourselves. It has no fixed expiry date and it applies to sale items too.
NederlandsElk artikel dat u bij ons koopt, moet zijn wat u er redelijkerwijs van mocht verwachten. Dat is een wettelijk recht en het staat los van en boven elke garantie die wij zelf geven. Er zit geen vaste vervaltermijn aan en het geldt ook voor afgeprijsde artikelen.
Your right of withdrawal, and the model form
Everything above is how we do it in practice. This is the right underneath it, in the words the lawmaker chose. It applies whatever we write elsewhere on this site.
EnglishYou have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple items in one order that are delivered separately, the period expires 14 days from the day on which you acquire physical possession of the last good.
NederlandsU heeft het recht om binnen een termijn van 14 dagen zonder opgave van redenen de overeenkomst te herroepen. De herroepingstermijn verstrijkt 14 dagen na de dag waarop u of een door u aangewezen derde, die niet de vervoerder is, het goed fysiek in bezit krijgt. Heeft u in één bestelling meerdere goederen besteld die afzonderlijk worden geleverd, dan verstrijkt de termijn 14 dagen na de dag waarop u het laatste goed fysiek in bezit krijgt.
How to tell us
EnglishTo exercise the right of withdrawal, you must inform us (REIER, Dorpsstraat Holysloot 7, 1028 BB Amsterdam, reier.clothing@gmail.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
NederlandsOm het herroepingsrecht uit te oefenen, moet u ons (REIER, Dorpsstraat Holysloot 7, 1028 BB Amsterdam, reier.clothing@gmail.com) via een ondubbelzinnige verklaring (bv. schriftelijk per post of e-mail) op de hoogte stellen van uw beslissing de overeenkomst te herroepen. U kunt hiervoor gebruikmaken van het onderstaande modelformulier voor herroeping, maar bent hiertoe niet verplicht. Om de herroepingstermijn na te leven volstaat het om uw mededeling betreffende uw uitoefening van het herroepingsrecht te verzenden voordat de herroepingstermijn is verstreken.
Model withdrawal form
Only fill this in if you want to use it. A plain email saying you are withdrawing does exactly the same job.
- To REIER, Dorpsstraat Holysloot 7, 1028 BB Amsterdam, reier.clothing@gmail.com:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)
- Ordered on (*)/received on (*)
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only if this form is notified on paper)
- Date
- (*) Delete as appropriate.
- Aan REIER, Dorpsstraat Holysloot 7, 1028 BB Amsterdam, reier.clothing@gmail.com:
- Ik/Wij (*) deel/delen (*) u hierbij mede dat ik/wij (*) onze overeenkomst betreffende de verkoop van de volgende goederen (*) herroep/herroepen (*)
- Besteld op (*)/Ontvangen op (*)
- Naam consument(en)
- Adres consument(en)
- Handtekening van consument(en) (alleen wanneer dit formulier op papier wordt ingediend)
- Datum
- (*) Doorhalen wat niet van toepassing is.
Ask a human
REIER is a small label in Amsterdam. Mail us and a person reads it, usually the same one who packed your order.