Exchange & return

 

  • How can I return my order?

    If you would like to return an item, you can do so free of charge within 14 days after the date of receipt. Exchanging is unfortunately not possible. 

    How to return with DHL:
    - Fill out the number of items you are returning;
    - Fill out the number of your reason for returning the item and include the return form with your parcel;
    - Return the unworn item in the original Profuomo packaging and pack the item in the originally delivered packaging;
    - Cover your own address details with the DHL return label. Make sure the package is closed well;
    - Drop your return parcel off at a DHL Service Point. Find your most nearby Service Point at 
    https://locator.dhl.com/ServicePointLocator/;
    - Don’t forget to ask for a return receipt. This will serve as proof of return when the package does not arrive at our external warehouse.
    How to return with UPS:
    - Fill out the number of items you are returning;
    - Fill out the number of your reason for returning the item and include the return form with your parcel;
    - Return the unworn item in the original Profuomo packaging and pack the item in the originally delivered packaging;
    - Cover your own address details with the UPS label. Make sure the package is closed well;
    - Make your pick-up appointment at 
    www.ups.com or drop your package at a UPS Access Point or call the UPS customer service in your country;
    - Click on ‘Schedule a Pickup’ or ‘Schedule a Collection’ at www.ups.com and use the pre-printed UPS label;
    - Enter the tracking number starting with 1Z. You can find this on the pre-printed UPS label.
    - Choose UPS Domestic Services: UPS Standard to schedule your return;
    - Don’t forget to ask for a return receipt. This will serve as proof of return when the package does not arrive at our external warehouse.
    How to return with PostNL:
    - Fill out the number of items you are returning;
    - Fill out the number of your reason for returning the item and include the return form with your parcel;
    - Return the unworn item in the original Profuomo packaging and pack the item in the originally delivered packaging;
    - Cover your own address details with the PostNL return label. Make sure the package is closed well;
    - Drop your return parcel off at a PostNL point. Find your most nearby Service Point at 
    https://www.postnl.nl/locatiewijzer;
    - Don’t forget to ask for a return receipt. This will serve as proof of return when the package does not arrive at our external warehouse.

    In case you are returning your item(s) in another way and/or carrier than described above, we cannot be held responsible for the costs incurred or any loss or damage of package. 
    Please feel free to contact us via our contact form if you have any questions.

  • How can I exchange an item?

    It is not possible to exchange items through our webstore. You can however return an item for free and order it again in the desired colour or size.

    Items that have been ordered online can be exchanged within 14 days in one of our stores. Returning one of your items in one of our our stores is not possible. The conditions for exchanging your item is that article is unworn, although trying the items on is of course permitted, and that the exchange for this item is only possible for items with the same purchase value. Please note that online purchased items are not always in stock in the store. When exchanging online purchased items, please make sure you bring the order slip and that the labels are still attached to the items. Click here for the contact details of our stores. 

  • Why did I not receive an email confirmation of my order?

    We advise you to always check your spam inbox as email confirmations sometimes end up here. If you’re sure you didn’t receive a confirmation of your order, please let our customer care know as soon as possible by filling out the contact form. 

  • Are there costs related to exchanges or returns?

    No, the exchange or return of unworn products is free of charge. If you have any questions, please let our customer care know as soon as possible by filling out the contact form.

  • Can I also return a discounted product free of charge?

    Yes, even discounted items can be returned free of charge within 14 days, if the return conditions are met. The purchase amount will be refunded via the payment method used to place the order. 

  • Will the paid shipping costs also be refunded when I return my order?

    We will only refund the shipping costs if you return the entire order. If you keep one or more articles, the shipping costs will not be refunded.

  • How many days do I have to decide if I want to keep an item?

    We offer you 14 days to decide whether to keep an article. If you want to return it, this can be done free of charge via UPS.

  • Can I also return items that I purchased online to one of the Profuomo stores?

    No, unworn items can also be exchanged in a Profuomo store. Please make sure to bring the order slip and that the labels are still attached to the items.

  • Can I return an item I bought in a Profuomo store by mail?

    No, this is not possible. Items that are bought in a Profuomo store can only be returned in the store itself.

  • How can I exchange or return a product that I have purchased at a Profuomo reseller?

    Exchanging or returning purchases purchased from one of our Profuomo resellers is unfortunately not possible via our online webshop or in one of our Profuomo Brand stores. We advise you to contact the store of purchase. This also applies to purchases made in the tax-free zone of Schiphol airport.

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