- To which countries do you ship?
- What are the shipping costs?
- How long will it take before my order is shipped?
Return & Refunds
- What are the return conditions?
- How can I return my order?
- Can I exchange my product for a different item or size?
- How long does it take to get a refund?
- How do I track my order?
- I want to change/cancel my order
- There is something with an item (wrong/ missing/ damaged)
- My tracking says the package is returning to sender
- My tracking says it was delivered, but I didn't receive it
- I didn't get any emails!
How can I pay for my order? We accept:
- Paypal payments
- Credit card payments: Visa, Mastercard, eMaestro
- iDeal payments
What does VAT mean?
VAT is a value-added tax that both EU and non-EU customers pay. VAT is already included in the prices of all the products on our shop.
To which countries do you ship?
We ship all over the world. We offer several shipping methods. When you place an order you can choose the shipping method that suits you best. If you are not able to select your country at the checkout please contact us at firstname.lastname@example.org.
What are the shipping costs?
The shipping costs are variable. The shipping costs will be displayed in the checkout. Our prices do not include customs fees or other additional taxes that might apply to customer in non-EU countries. Any customs or import duties that are levied on the ordered package and/or customs declarations and regulations required once it reaches its final county of delivery are the sole responsibility of the recipient.
How long will it take before my order is shipped?
If everything is in stock and the payment has been received, your order will usually be shipped the same day. It may happen that goods are out of stock and have to be ordered. In that case, shipment may take a little longer. You can always refer to the status of your order on our website. You do need to be logged in order to do so.
Return & Refunds
What are the return conditions?
Our return policy entitles you to return the product for any reason within 14 days counting from the day you received your package. However, the products can only be returned when they are completely unused and sent in the original packaging. Be sure to mention the article, invoice number and the reason why you would like to send back the product(s).
- You must return the product in the original and undamaged packaging
- Shipping costs and the risk of returning are on your expense
- Ensure a thorough package besides the original packaging. Do not attach stickers or other notes to the original packaging. If this is done the product can’t be exchanged because of unsaleability
- The invoice or a copy of it should be send along with the return
- You must add the e-mail confirmation.
- Unstamped packages or cash on delivery sent packages will not be accepted by us and will automatically return to you
How can I return my order?
When returning an item the customer is responsible for the shipment and costs. Your Merchandise can only process a refund once we have received the products in good condition. We therefore advice you to always keep hold of your Track&Trace code and receipts. Be sure to mention the article, invoice number and the reason why you would like to send back the product(s). Send the return items to:
Can I exchange my product for a different item or size?
We cannot exchange products, if you would like a different size or product you can place a new order.
How long does it take to get a refund?
We strive to process your refund within seven business days counting from the day we receive the products. However, do take into account that we are legally entitled to process refunds within 14 business days. Also, please note that – depending on the payment platform – it can take up to 5 business days for the money to be on your account.
How do I track my order?
Once your payment is finalized and your order has been processed, you will receive a Track&Trace code by mail with which you can track your order.
Can I cancel or change my order?
Cancelling or changing an order is not possible. After an order is confirmed, the packing and shipping process starts immediately so we are not able to make changes. Of course after receiving your order, you can return it within 14 days.
I'm missing items in my package!
We're sorry to hear that! Our shipping procedure and software involves a meticulous packing system whereby all items are accounted for before the final boxing, so please thoroughly check the packing materials to make sure that your item isn't wrapped in them. Our shippers pride themselves in taking good care of your orders and often wrap an item in packing materials to keep it safe. So, don't recycle those packing materials until you've checked them thoroughly!
Still Missing? Is there any visible damage to the box? Please take pictures of the damage and the contents of the box, then send us the pictures.
No Damage to Box? It's very rare, but the item may not have made it into the box before we finished packing it up. Sorry about that! Contact us and we will check the shipping footage for you and get that missing item out to you ASAP.
International Orders: Does it look like Customs inspected the contents of your order? In rare circumstances they might forget to place all the items back in the package. Contact us and we will check our shipping footage and follow up with the shipping service for you to see what might have happened.
My tracking says the package is returning to sender
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, you will be issued a full refund for the item(s) excluding the shipping charges.
Returned undeliverable packages are subject to our standard 3-5 business day processing time, so if you would like to expedite redelivery, you may place a new order. If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund, please contact us.
My tracking says it was delivered, but I didn't receive it
Hope is not lost! Following these instructions enables you to get your package as quickly as possible if it's around.
- Verify the shipping address.
- Look for a notice of attempted delivery
- Look around the delivery location. See if someone else accepted the delivery.
Check around the entrances of your residence for the package: particularly on back porches, in bushes, garages, grills, or other places that might protect your package from theft or weather. Note that delivery drivers may also use plastic bags to protect your package from the weather.
Check with any family members, roommates, or neighbors who may have received the package for you without your knowing.
- Speak with the specific postal carrier who delivers your mail as they do scan the package in order to mark it 'delivered'.
- Wait 36 hours—packages can show as delivered while still in transit.
If your order is 36 hours passed the expected delivery date, then you will want to file a missing package claim with the shipping carrier and contact us with the claim number.
Please note: Occasionally, packages are not delivered in the expected timeframe and are unable to be located by the tracking information (if available). It may take additional time for delivery. If the tracking doesn't update within 3 weeks, the package is considered missing at that point.
If a package falls in to this category, Your Merchandise reserves the right to send a replacement. Refunds or returns are only available for orders that have been successfully received. We are unable to provide refunds or replacements for missing packages where an incorrect shipping address was provided to us.
I didn't get any emails!
If you have placed an order with us but you haven't received any emails, then there may be a couple issues:
- If you haven't already, check your Spam or Junk folder. Filters can be overly aggressive causing legitimate emails to be lost.
- If you are still logged into your account, check your email address. Sometimes the incorrect email address is provided or there is a typo. Be sure to double check it.
- If you no longer have access to the account, contact us, and we can try to locate the account for you.
Didn’t find the answer you were looking for? Or do you have another questions please contact us at email@example.com. If its about an order be sure to mention the article and invoice number.