The basics

• View your return options and costs here.
• You have 28 days from the date you receive your order to return it for a refund.
• For most European countries, it can take up to 15 calendar days for your order to reach the warehouse and be processed. If you live in Bulgaria, Greece, Malta, or Romania, it can take up to 21 calendar days.
• If you received a returns note with your parcel, you’ll need to put it back with your return.
• All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
• Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
• We don’t offer exchanges – all accepted returns will be refunded.

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.

Placing your return

You can select the country you’re returning from.

Returning something from Belgium, Czech Republic, or Portugal? If you’re returning an item within 14 days of receiving your order or it being available for collection, returning through My Account is free. A charge of EUR 1.95 will be applied if you return an item after 14 days of you receiving it – this will be deducted from the total refund amount. Return charge exclusions apply, please see our Returns Policy for more info. You’ll no longer receive a paper returns slip with your order. Instead, you’ll need to create a return through your Account. To do that, just go to ‘My Account’, open ‘My Orders’ tab, and then select the ‘Create Return’ button next to the order number you’re looking to return.

Returning from Switzerland? If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method. You’ll also need to place your return through ‘My Account’!

If you’re returning your items from Aland Islands, Albania, Bosnia and Herzegovina, Faroe Islands, Greenland, Moldova, Montenegro, Macedonia, Norway, Serbia, Svalbard, or Jan Mayen, you’ll need to send your order back through your local post office.

Returning from Finland, Croatia, Lithuania, or Latvia? When you’re returning an item through our ReBOUND portal you may be subject to a returns charge. Returns charges will be deducted from the amount refunded to you. Please visit our Delivery & Returns page and select the country that you’re returning from to check the cost of, and timeframes for, generating a return.

Packing your return

Your label will be emailed to you – simply print it out and attach it to the front of your parcel. It’s worth checking your junk and spam if you’re having trouble finding it. In some cases, a QR code return is available instead – you’ll see if that is an option when choosing your drop-off point. If you select the QR code return option, we’ll email you the QR code instead – don’t forget to bring it to the drop-off point together with the parcel.

Please make sure all the items you’ve selected to return fit in one parcel.

You can also send us any opened or used Raxilum packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.

Please make sure your parcel doesn’t exceed your chosen carrier’s size limits (otherwise the carrier may not be able to accept it).

Make sure to keep your proof of postage as we may need to have a look at it later. If your local postal service doesn’t offer proof of postage and you’ve created your returns label online, you can track your return using the tracking number generated by our returns portal.

Want to return separate orders in one parcel? If you’re returning from Belgium, Czech Republic, Portugal, or Switzerland, and you have items from more than one order that you’d like to return, you can send them back in the same parcel. When creating your return in ‘My Account’, you’ll be shown any items that can be returned in the same parcel. If you’re returning from somewhere else, items from multiple orders need to be returned in separate parcels.

Waiting for your refund

If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel.

After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.

Just one more thing…

Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. Raxilum have no control over these sites and are not responsible for their content or availability.