Exchanges & returns

How do I get a new return label?

Start the exchange or return process by clicking on the button below:

1. APPLY

Within 60 days of receiving your order, select the items you wish to return and choose your preferred return method. The return process can only be started when all items have been shipped.

2. WACKING

Pack your items and attach the return label to the parcel. Don't forget to remove the old shipping label.

3. SEND

Bring your parcel to drop-off point within one week of registering or have your parcel collected by using the collection service (depending on which return method you have chosen).

4. RETURNS

Once our distribution centre has received your return, you will receive a refund or an adjusted Klarna invoice within 15 working days.

Please note: If you have chosen Klarna as your payment method, you have a payment period of 30 days. If you want to extend the payment period, please contact Klarna.

QLS
QLS is our carrier and processes all returns when you buy a label through our returns portal.

Carriers

Price:	€1,95	€2,95
Drop-off point:	Find parcel shop	Find a parcel shop
No Printer:	✕	✓
Insurance:	✓ up to €500	✓ up to €500
Track & Trace:	✓	✓

Return policy:

• You have a 60-day cooling-off period. If you have chosen Klarna as your payment method, please note that Klarna has a 30-day payment period.
• Exchanging for another size of the same product is free of charge. You can register your exchange online via our returns portal. If you have chosen Klarna as your payment method, do not register the item you want to exchange as a return in the Klarna app.
• The items must be in the same condition as you received them, with all original labels and packaging, as described in the Terms and Conditions. If an item is faulty or missing labels, please contact customer service immediately so we can solve the problem as soon as possible.
• You can return items with our return label worth €1.95 (including insurance) by registering your return online via our returns portal. An overview of the various providers can be found at the bottom of this page.
• You can return multiple orders in one package. More information about this can be found at the bottom of this page.
• If you have received an incorrect or damaged item. Please report this within 48 hours of receipt! Please contact our customer service team as soon as possible at [email protected]. Our terms and conditions can be found at the bottom of this page.

Returning multiple orders in one box

If you want to return multiple orders in one box, no problem. Just register your returns in our returns portal and purchase a total of one return label. You can register the remaining shipments without purchasing a label. Write all order numbers of the orders in the box clearly on the return forms and enclose these forms with the box. Also note that there are multiple returns, so we can make sure your return is processed properly.

Received wrong or damaged goods

If you have received an incorrect or damaged item, please contact our customer service team as soon as possible at [email protected]. We find this very annoying and will try to solve the problem as soon as possible. Please attach photos of the damaged item (and possibly photos of the shipping box) to your e-mail so we can help you as soon as possible.

EU countries

Return costs are always the customer's responsibility. Return costs for a label start from €1.95. Label prices vary per country. The prices only apply if you use the labels offered by us via our return form. If you want to return in another way, for example using a different shipping service, the costs may vary. If you are returning items from another country, you will be responsible for all return shipping costs.

Non-EU

You have the right to return the order within 60 days of receiving the products. We cannot provide return labels for countries outside the EU, such as the UK and Switzerland. The customer is responsible for return shipping, customs documents and other related costs. Please enter only one order as a return in the returns portal and enclose the completed return form with the package. Keep the shipping receipt until your return has been processed by us. The package can be sent to the following address:

Return address

If you do not wish to use our return options, you can also return your return to us at your convenience. This can be done to the following address:

Maes & Hills Collection
Paalsteenlaan 38
3620 Lanaken
Belgium