Question 1

How do I return items?

Accepted Answer

With every shipment, we provide you with a receipt as well as all the necessary documents for returning items. To return an item, you can use the return document and return label.

In rare cases, your order may be delivered in multiple packages. Please ensure that you return items in their respective original packages when sending them back, as this ensures quicker processing and reimbursement. If not, the handling and refund of your returns may take a little longer. Rest assured, there are no additional costs for submitting multiple return packages.

Here's how easy it is:
1. Place the item in its original packaging (if reasonably possible) and then into the return package.
2. Include the return document in the package.
3. Securely seal the package and attach the return label to it.
4. Drop off the package at your nearest PostNL point.

If you haven’t received or have lost the return document and label, you can easily download and/or print them again via your account:
1. Log in with your email address and password.
2. Click on the account icon.
3. Go to 'Your Orders'.
4. Select the order you wish to return from the list and click 'Return Item'.
5. A window will open. Select the items you want to return.
6. Click 'Create Return' to register your return and download a return barcode. You can optionally print this and attach it to the package.
7. Bring the package to the nearest PostNL point. Show the barcode on your phone or the printed version on the package. The staff member will scan the barcode and handle the rest!

The invoice amount will be refunded as soon as possible, but no later than 14 days after returning, via the payment method you used to place the order. We may withhold reimbursement until we have received the goods or until you provide proof of return shipment. Please return the items in the same condition you received them. A reduction in value may be charged if the products are damaged.

You don’t need to notify us separately that you are returning an item. Our system will automatically update once the return barcodes are scanned.

If you have any questions, feel free to contact our customer service team.

Question 2

When will I receive my refund after a return?

Accepted Answer

The amount will be refunded within 14 days after cancellation. However, we are required to wait until we have received the package or until you have provided proof that the package has been shipped. Once the package arrives, we will always inspect the return.

Question 3

Is it possible to exchange an item?

Accepted Answer

It is not possible to directly exchange an item. However, you can return your items free of charge using the return label included in the package. Once we have received your package in our warehouse and your returned items have been processed (you will receive a confirmation email), the amount will be refunded within 14 business days. The timing of the refund depends on the payment method you used.

In the meantime, you can order the item you would like to have by placing a new order.

Question 4

Will I be refunded the shipping costs if I return my order?

Accepted Answer

You will receive a full refund, including the shipping costs, if you return all items from your order.

Question 5

Right of withdrawal

Accepted Answer

We are required by law to include the following information on this page. This information pertains to additional requirements that apply if you wish to invoke our return policy. Although the text may seem confusing, we want to make it clear that this does not change our return policy. You have 100 days to return your order.

The return address is included along with the return label in your order package.

You have the right to withdraw from the contract within 100 days without providing any reason. The withdrawal period expires 100 days after the day you or a third party designated by you (who is not the carrier) physically takes possession of the goods. To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement (for example in writing, by mail, fax or email). You can use the model withdrawal form (PDF) for this, but you are not required to do so. This form can be downloaded and, if desired, sent to Thuiswinkel.org. To meet the withdrawal deadline, it is sufficient for you to send your notification of the exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal
If you withdraw from the contract, we will refund all payments made by you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), without undue delay and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the delivery costs will not be refunded. We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any case, no fees will be charged for such refunds. We may delay the refund until we have received the goods or until you have provided proof that you have returned the goods, whichever occurs first. You must return the goods without undue delay, and in any event no later than 14 days after the day you informed us of your decision to withdraw from the contract. You are considered on time if you return the goods before the 14-day period has expired. The costs of returning the goods are borne by us. Returns are free when you use our return label, which is included in the package. Of course, you can return the products using another method, but the costs will be at your expense.

You are only liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Question 6

Is your return not showing in the order overview?

Accepted Answer

After dropping off your return at the delivery point, you can check the status of your return on the order overview page. Please note that it may take some time before we can display the return status.

In exceptional cases, we may not have access to the tracking details of your return, which means we cannot provide you with this information:

If you did not use the return label included in the package but instead used a self-generated label from your account or one provided by our customer service.
For certain items, we work with trusted partners who handle shipping on our behalf. If your order was shipped through one of these partners, we may not have access to the return status.

Question 7

What happens to my return shipment?

Accepted Answer

After packing your return in the original packaging and dropping it off at the nearest post office, it will be sent to our returns warehouse.

Once your return arrives, the process is as follows:

Returns are first unpacked and inspected. Your refund will be automatically processed.
Any items that need repair or cleaning are handled on-site.
Finally, items are repackaged to be resold.

Products that are too damaged to be resold are passed on to our partners for recycling. This way, we help take care of the environment.

Question 8

My order was damaged during shipping, what now?

Accepted Answer

If an item delivered by us is damaged, defective, or otherwise not in good condition, you can file a complaint and return the item with the return document free of charge. For all information on returns, please refer to 'How do I return an item?'.

Question 9

Where can I drop off my return package?

Accepted Answer

You can always drop off your return package for free at any PostNL location.

Question 10

How can I make a complaint about an item?

Accepted Answer

At ABOUT YOU, we want you to be completely satisfied with your purchase! If you have any reason to make a complaint or need to make a warranty claim, we are happy to help.

All items you purchase from us come with a statutory warranty period of 2 years. If you discover a defect in your item within these two years, please contact our customer service. In this case, please provide us with your order number and the article number, as well as a brief description of the problem and, if possible, a photo. Please note that the warranty does not cover normal wear and tear or damage caused by improper handling.

To return an item under warranty, please use the return slip and note the reason for complaint on it so that we can process your request as quickly as possible. The return is of course free of charge for you. As soon as the item arrives at our warehouse, it will be checked by us. This can generally take up to 6 weeks. If the item meets our warranty conditions, we will of course refund the purchase price to you. If the item does not meet the warranty conditions, your complaint will be rejected and the item will be returned to you free of charge. Of course, you can reorder the desired item as soon as you have sent the return. So you don't have to wait for your favorite item.

Question 11

Is returning items free?

Accepted Answer

Yes, returning items is completely free. We cover the shipping costs.

Question 12

How long do I have to return an item?

Accepted Answer

After receiving your package, you have 100 days to return items. For more information about the return policy, please refer to our terms and conditions.

Question 13

Help! I don't have a return label anymore. How do I get a new one?

Accepted Answer

If you haven't received the return document and return label or have lost them, you can easily download and/or print these documents again via your account:

Log in with your email address and password.
Click on the account icon.
Go to 'Your Orders'.
Select the order you wish to return from the overview and click 'Return Item'.
A new window will open. Choose the items you want to return.
Click 'Create Return' to register your return and download a return barcode. You can optionally print this and attach it to the package.
When you bring the package to be returned to the nearest PostNL point, you can show the barcode on your phone. If you’ve printed the barcode and attached it to the package, you can present the printed version. The barcode will be scanned, and you’ll hand over the package to the staff member, who will take care of the rest!

The invoice amount will be reimbursed as soon as possible, but no later than 14 days after returning, using the payment method you used to place your order. We may withhold reimbursement until the goods have been returned or until you have provided proof that the products have been sent back. Please ensure that you return the items in the same condition in which you received them from us. We may charge a reduction in value if the products are damaged.

There is no need to inform us separately that you are returning an item. This will be automatically updated in our system as soon as the return barcodes are scanned.

If you have any further questions, please feel free to contact our customer service.

Question 14

Will I receive a confirmation of my return?

Accepted Answer

Yes, you will! You will receive a confirmation email from us once we have received your return.

Question 15

How will I get my money back after a return?

Accepted Answer

The refund is always made through the same payment method you used for your order.

If you paid by credit card, we will refund the amount to your credit card account. If you paid with PayPal, the credit will be added to your PayPal account. For invoice payments: we will reduce the invoice amount by the value of the returned item (including VAT) and you should transfer the remaining amount to the specified account. If you have already paid the full invoice amount, we will refund the amount of the returned items to your account.

Question 16

Which address should I send the return package to?

Accepted Answer

The exact address to which the return should be sent is automatically printed on the return label. You can find the return label on the return receipt.

If you haven't received a return receipt, you can easily find the return documents for your order in your account on en.aboutyou.nl.

Place the return receipt along with the items you wish to return in the package. Then, attach the return label to the package. After that, you can drop off the package for free at any PostNL location.

Return & Refund

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