Exchanges & Returns
14 DAYS RETURN / EXCHANGE PERIOD
You have the right to cancel and return purchases made online within 14 days. You don’t need a specific reason, so you can cancel even if you simply changed your mind. Please note that this 14-day cooling off period does not apply to personalized goods. Be aware that the cooling off periodexpires 14 days after the day you received your goods. In case the cooling off period expires on a non-working day, your deadline is extended till the next working day.
WHICH ITEMS CAN BE RETURNED?
Please be aware that it's not possible to return gift cards, and personalized items. For all other items we are able to offer you a refund or exchange. The items you want to return must be returnednew, unused and with all labels and tags still attached in the original packaging.Please ensure that the Phriya pouch is properly protected in the DHL flyer in which your order was packed. If your return has been damaged, soiled or altered we may not be able to accept it and the return may be sent back to the customer.
WHICH ITEMS CAN BE EXCHANGED?
You are able to exchange your purchased item for the same item in a different size or the same item in a different color with the same price, depending on stock availability.
Example: You can exchange a pyjama set for a pyjama set in a different size, or color if it is offered for the same price and also on stock.
You are not able to exchange your item for a different product, or the same type of item offered for a different price, unless we make an exception. These kinds of exchanges are also subject to stock availability.
Example: You can not exchange a pyjama set for a dress, or pyjama set offered against a different price.
Please be aware that it's not possible to exchange personalized items.
The items you want to exchange must be returned new, unused and with all labels and tags still attached in the original packaging. Please ensure that the Phriya pouch is properly protected in the DHL flyer in which your order was packed. If the product you want to exchange has been damaged, soiled or altered we may not be able to accept it and the package may be sent back to the customer.
WHAT TO DO WITH FAULTY AND WRONG ITEMS?
In case you received an incorrect or faulty order please contact us at firstname.lastname@example.org within 14 days from the delivery of your order. Attach a picture of the damaged or faulty items to your mail and include your order number followed by the text “Faulty/Wrong Items” to the subject line of your mail. We will do our best to arrange collection and replacement of your product(s) as quickly as possible. We do not take responsibility for returns received in a damaged condition without prior notice.
Please note that goods are only classified as faulty if you have received them in damaged conditions upon arrival of your order.
We take care of the standard delivery costs made for returning faulty items. Any supplementary costs arising from choosing a type of delivery other than the least expensive type of standard delivery offered by us will not be covered by us.
HOW TO RETURN / EXCHANGE YOUR ORDER?
Check if your products meet all of the following conditions:
~ The item you want to return/exchange must be unworn, unwashed, undamaged and with all labels and tags still attached and packed in the original packaging.
~ The 14 days period from the moment you received your delivery, to inform us about your return/exchange, has not expired.
Contact our Customer Service to request the return/exchange form, the return label and the shipment instructions.
~ Send an email to email@example.com.
~ Include your order number in the title of your email.
~ Let us know if you would like to return, or exchange your order.
~ Please fill in the return/exchange form.
Pack the items you would like to return/exchange.
~ Place the Phriya pouch, including the items you want to return, in the original DHL flyer in which you received your order.
~ Include the filled in return/exchange form into the DHL Flyer.
~ Attach the return label on the outside of the DHL flyer.
~ Use the link and instructions in the email you have received to schedule a pick up.
Please remember responsibility for the return is yours until the parcel has reached us!
You will receive an email notification once we have received and verified your return shipment. Verifying the items will take 3 to 5 working days. Based on the details filled in on your return/exchange form we will either proceed with a refund or an exchange of the returned product.
*We kindly ask you to send returns or exchanges with our prepaid return labels. This way we can track your goods. We cannot refund a lost return/exchange sent to us using any method other than our return labels.
WHAT ARE THE COSTS FOR RETURNS/EXCHANGES?
Within the EU
We offer free returns and exchanges within the European Union.
*Please note that each order can only be exchanged once.
Outside the EU
Unfortunately we are currently unable to offer free return services for international orders outside of the EU.
For international returns, a restocking fee of €25 will be deducted from your refund once the return has been processed, if our return method is used.
Exchanges however are performed free of charge.
*Please note that each order can only be exchanged once.
Refunds for returned items
Once we have received your return shipment you will receive an email notification.
Before we make a refund we verify the integrity of the items. This process usually takes 3-5 business days. After accepting the return we will process the refund.
The refund will be made in the same payment method used for the purchase within 10-14 business days, depending on your bank.
Please note that taxes and duties are nonrefundable.
Refunds for cancelled items that have not been dispatched
You will receive a refund within 14 days of receiving your cancellation in case you cancel your order before it has been dispatched. The refund will be made in the same payment method used to make your purchase. In case you cancel the order after the order has been dispatched we will make a refund after we have received and verified the returned items.
CAN I CANCEL MY ORDER BEFORE IT IS DISPATCHED?
Please send a mail to firstname.lastname@example.org in case you want to cancel your order before it has been dispatched. Add the word “Cancellation” and your order number to the subject line of your mail. Afterwards you will receive a withdrawal form from us by email. Please fill in this withdrawal form and return it back to us. Once we receive your form we will perform a refund.
Our returns policy does not affect your statutory rights. More information about your statutory rights can be found under our "terms and conditions" section.