Shipping

We pack every order with care. Our goal is to ship within 1 to 2 business days, depending on the destination country. All orders are sent with DHL and include a Track & Trace code. Once your order has shipped, you’ll receive a shipping confirmation by email with your Track & Trace code.

Shipping costs within the Netherlands and Belgium:

•    Orders from €90: free shipping

•    Orders under €90: €4.95 shipping

For all other countries, shipping costs are calculated based on the destination country and shown at checkout.

 

Returns and exchanges

Exchanging for a different size is free. When you use our exchange service, you pay no return costs and no fuel surcharge. You have 30 days to do this, as long as the item meets our return conditions (see below).

Would you like a different colour? This isn’t possible through the exchange service. Return the item for store credit and reorder the colour you want. Returning for store credit isn’t free, but you’ll receive €10 extra store credit as compensation.

Prefer to return your order instead of exchanging? You can do so within 30 days, with two options:

•    Refund: you pay the return costs when you register your return. You then receive the full purchase amount back.

•    Store credit: you pay the return costs yourself, but receive €10 extra store credit on top of the purchase amount.

Register your return or exchange via our returns portal: https://croyez.returnista.com/

Keep the sticker marked "proof for customer" safe. This is your proof of shipment.

Return costs and fuel surcharge

All amounts below are "from" prices and exclude the fuel surcharge. A fuel surcharge is therefore always added on top of the return costs. Only the fuel surcharge for the Netherlands (€0.30) is known in advance. For all other countries, the fuel surcharge is calculated automatically when you register your return in the portal, so you always see the exact total before you confirm.

•    Netherlands — from €5.50 (fuel surcharge €0.30)

•    Belgium — from €10.75 (excluding fuel surcharge)

•    Germany — from €11.30 (excluding fuel surcharge)

•    Austria — from €12.28 (excluding fuel surcharge)

•    France — from €12.28 (excluding fuel surcharge)

•    Luxembourg — from €12.28 (excluding fuel surcharge)

•    Denmark — from €14.40 (excluding fuel surcharge)

•    Portugal — from €14.40 (excluding fuel surcharge)

•    Spain — from €14.40 (excluding fuel surcharge)

•    Sweden — from €14.40 (excluding fuel surcharge)

•    Italy — from €15.85 (excluding fuel surcharge)

•    Czechia — from €15.90 (excluding fuel surcharge)

•    Estonia — from €15.90 (excluding fuel surcharge)

•    Hungary — from €15.90 (excluding fuel surcharge)

•    Latvia — from €15.90 (excluding fuel surcharge)

•    Lithuania — from €15.90 (excluding fuel surcharge)

•    Slovakia — from €15.90 (excluding fuel surcharge)

Please note: when exchanging for a different size via the exchange service, you pay no return costs and therefore no fuel surcharge.

Return conditions

•    Returns or exchanges are possible within 30 days, in the original packaging and unworn.

•    Do not combine multiple orders in one parcel. If you do, we may refuse the return. It is the customer’s responsibility to register each order as a separate return shipment.

•    For hygiene reasons, underwear, socks and similar products cannot be returned or exchanged, unless there is a demonstrable defect. Please check the size and model carefully before ordering.

•    To make returns more sustainable, we charge a small surcharge of €0.50 per item when you return four or more items (for a refund or store credit). This surcharge does not apply to exchanges.

Processing time

Processing can take up to 14 business days after we receive your return. Once your return has been processed, you’ll automatically receive a confirmation by email. No confirmation after 14 business days? Please contact us.

 

Stock and cancellations

It can happen that, while preparing your order, our warehouse finds an item is no longer in stock. In that case the item is automatically cancelled and refunded. Questions about this? Feel free to contact our customer service.

The same can happen with an exchange. We process your exchange as quickly as possible, but sometimes the new size is just no longer in stock. In that case the exchange is cancelled. If this happens, or if your order takes a long time to arrive, please contact our customer service.

 

Complaints, defects or other questions

Have a complaint, a defective product or another question? Contact our customer service. We’ll pick it up as quickly as possible and find a suitable solution together.

 

Refunds

Your refund is processed via the same payment method as your order. The refunded amount appears on your statement under the name Mollie Payments.

 

Still have questions? Visit our contact page. We’re happy to help.