REFUND POLICY

Return

You have 14 days to open a return request by contacting us. Upon receipt of your email, we’ll send the returns postal address.

Please note that all returned items must be unworn, unwashed, complete with original tags and/or packaging. Items returned in non-resalable conditions, won’t be eligible for refund, and we will need to send them back to you.

If returning footwear, please use an outer packaging to protect the shoe box; it is part of the product, so any damage to the shoe box may result in the return being refused.

Due to hygiene reasons, underwear cannot be returned. Unless there is a manufacturing issue with your garment, it is eligible for free return and full refund.

We usually take care of returns within 2-3 business days upon delivery at our Return Centre and you will receive an email update about it. We issue refunds through the same payment method you used for your order.

Credit card refunds may take up to 10 business days before showing up, due to varying processing times among payment providers.

Please note that shipping costs are not refunded. This applies both to the original shipping costs and to the return shipping costs. Please ensure the return is clearly marked as a return to avoid customs and duties charges.

Exchange

For an exchange please contact us within 14 days of receiving your order. Exchange shipping costs are covered by the customer. However 1 exchange per order Van Carsten re-sends out free of charge. Please ensure the return is clearly marked as a return to avoid customs and duties charges.