Returns
Step 1
Register your return
Register your return via our return portal and indicate which items you want to send back. You will immediately receive a confirmation email with your return number.
Step 2
Print & attach the shipping label
You will receive a shipping label that you can stick onto the package. Place it over the existing labels. Make sure no old barcodes are visible anymore; if necessary, cover them with a black marker.
Step 3
Drop off the package at a service point
Depending on the shipping label, take the package to a PostNL, DPD, UPS, or DHL point. Note: your return may be shipped with a different carrier than the one that delivered your package.
Step 4
We process the return
Approximately 5 working days
Once the package has been received, we will process it within 5 working days. We will check whether the product has any damage and whether it has not been used. If the product has been used, unfortunately it cannot be returned.
Step 5
The refund will be made
Approximately 2 working days
If the return has been approved, the amount will be refunded. If you chose a voucher, you will receive it by email at the address you used when placing the order.
Step 6
Claim Back VAT/Import Duty on Returned Orders (UK Customers)
If you ordered from our store and paid UK VAT or import duty when your parcel entered the UK, you may be able to claim this back if you return the goods to us. This process is handled directly with HMRC (UK Customs & Tax Authority), not by us.
When Can You Claim?
- You paid import VAT and/or customs duty when your order arrived in the UK.
- You returned the goods to us outside the UK.
- The goods are returned in the same condition as received (unused/unworn).
- The return is made within the allowed time period (usually 12 months).
What You Need
- Proof of the original import charges (e.g. invoice from Royal Mail, Parcelforce, DHL, UPS, FedEx, etc.).
- Proof that the goods were returned to us (e.g. postal receipt, tracking information).
- The completed Returned Goods Relief claim form – Form C1314.
How to Apply
- Download the official HMRC form: C1314 - Returned Goods Relief Claim Form (PDF)
- Fill in the form with your details and attach your supporting documents.
- Send the completed form and evidence to HMRC (address is on the form).
Important Notes
- We as the retailer cannot refund UK VAT or import duty – only HMRC can.
- Refunds are processed directly by HMRC and may take several weeks.
- If you have questions, you can contact HMRC Import VAT helpline here: HMRC Contact Page
Quick Summary
- Paid VAT/duty on your order? → Returned the goods?
- Use Form C1314 (Returned Goods Relief) to claim back.
- Provide proof of import charges + proof of return.
- Submit to HMRC.
Need a copy of your original invoice from us to support your claim? Contact us and we’ll be happy to help.
Return Policy
We apply a zero tolerance policy for used items.
Items that are worn, washed, damaged or otherwise used will not be accepted for return. Inspection always takes place upon receipt.
A maximum of 45 days applies for returns, see below.
Period
- Register return within 30 days of receipt.
- After registration, the package must be with us within 15 days.
- After these periods, the return will be refused.
Choose your refund
Wrong size, want to exchange, or order another item? With more than 5,000 products we have plenty of choice. When you return, you have two options: gift card with store credit or your money back.
1. Free shipping label -> Choose gift card
If you choose to return the package for free, you will receive store credit. With this, you can place a new order on our website.
2. Pay for the shipping label yourself -> 100% Refund
If you choose to pay for the shipping label yourself (€4.95), we will refund the full purchase amount to you.
Our return address:
Sideways
Hinmanweg 3 BE68
7575 BE, Oldenzaal
The Netherlands
Returns from outside the EU
When returning an order from a country outside the EU, previously paid import duties and customs fees cannot be refunded. In some cases, it may be possible to reclaim these costs through customs. Please check with your carrier or the customs authority for conditions and procedures. The shipping costs for returns are at your own expense.
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If you are returning an order from outside the EU, please note that we cannot refund any import or customs charges that have already been paid. In some cases, it may be possible to reclaim these charges through your local customs office. We recommend contacting them directly for further information.
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Return shipping costs are the responsibility of the customer.
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Please attach a CN22 or CN23 export form to the outside of the package.
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Make sure to inform the carrier that the shipment is a return. Your carrier can
advise you on how to arrange this.
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Clearly mention on the shipping invoice and/or the package:
“ RETURN SHIPMENT FOR ECOMMERCE ORDER WITH UPS/DHL/DPD +
[the original UPS/DHL/DPD tracking number].”.
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Clearly state on the package: “Customs code 604 – Return Goods - full
exemption”.
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Include a copy of the original invoice and cross out any items that are not
being returned.
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Packages for which we are charged import duties will either be refused or the
duties will be passed on to you.
Information about the export form
CN22 and CN23 export forms
If you are returning an order from outside the EU, you must use a CN22 or CN23 customs declaration form. This form can be obtained from your chosen carrier. Below is a list of forms used by the most common carriers. If your carrier is not listed, please contact them directly, as most carriers make these forms available on their website.
These forms are only required for returns from outside the EU. If you are returning an order from within the EU, you do not need to complete a CN22 or CN23 form.
Whether you need to use a CN22 or a CN23 form depends on the value and weight of the returned items. Please refer to your carrier’s website for the applicable limits.
On the CN form, make sure to tick the box “Returned goods” or “Return shipment via e-commerce”.
The completed form must be attached to the outside of the parcel.
If the CN form is not completed correctly, import duties may be charged to us. Any such charges will be deducted from your refund.
In addition, you may be required to attach or upload a commercial invoice. You can use the invoice you received from us after completing your purchase.
International
DHL Express: You can create a CN22/CN23 form when booking your shipment online.
UPS: You can create a CN22/CN23 form when booking your shipment online.
United Kingdom - Royal Mail.
CN-22 form
CN-23 form
Create your form on the post office website.
Switzerland - Swiss Post
Create your form on the Swiss post website
USA - USPS
Example of a CN22 form.
Create your form on the UPS website
Claim Back VAT/Import Duty on Returned Orders (UK Customers)
If you ordered from our store and paid UK VAT or import duty when your parcel entered the UK, you may be able to claim this back if you return the goods to us. This process is handled directly with HMRC (UK Customs & Tax Authority), not by us.
When Can You Claim?
- You paid import VAT and/or customs duty when your order arrived in the UK.
- You returned the goods to us outside the UK.
- The goods are returned in the same condition as received (unused/unworn).
- The return is made within the allowed time period (usually 12 months).
What You Need
- Proof of the original import charges (e.g. invoice from Royal Mail, Parcelforce, DHL, UPS, FedEx, etc.).
- Proof that the goods were returned to us (e.g. postal receipt, tracking information).
- The completed Returned Goods Relief claim form – Form C1314.
How to Apply
- Download the official HMRC form: C1314 - Returned Goods Relief Claim Form (PDF)
- Fill in the form with your details and attach your supporting documents.
- Send the completed form and evidence to HMRC (address is on the form).
Important Notes
- We as the retailer cannot refund UK VAT or import duty – only HMRC can.
- Refunds are processed directly by HMRC and may take several weeks.
- If you have questions, you can contact HMRC Import VAT helpline here: HMRC Contact Page
Quick Summary
- Paid VAT/duty on your order? → Returned the goods?
- Use Form C1314 (Returned Goods Relief) to claim back.
- Provide proof of import charges + proof of return.
- Submit to HMRC.
Need a copy of your original invoice from us to support your claim? Contact us and we’ll be happy to help.