How can I exchange or return an order?

You have the right to revoke the agreement within 30 days without giving reasons, provided that the product is undamaged, without signs of use and provided with original labels and/or size stickers. This period starts from the moment you receive the product.

If you revoke the agreement, you will receive the full purchase price back from us within 14 days, including the (possible) shipping costs that you paid for your original order. If you only return part of your order, the shipping costs will not be refunded.

We will refund you using the same means of payment as you used for the initial transaction, unless you expressly agree otherwise.

NB: Custom-made items cannot be returned.

Did you buy something at Texelana and do you want to exchange it? This is no problem at Texelana, provided that the model and price are the same. Indicate via the return portal which size you want to receive and Texelana will send you the new size (of course if in stock).

During the cooling-off period, you must handle the product and its packaging with care. You may only unpack or use the product to the extent necessary to assess the nature, characteristics and functioning of the product. The starting point here is that you as a consumer may only try on and inspect the product as you would be allowed to do in a store.

Depreciation
As a customer, you are liable for any decrease in value of the items resulting from the use of the items that goes beyond what is necessary to see if the product meets your expectations.

The product must be unused and have the original labels and/or size stickers . This means that you may try on slippers and/or clothing, but not actually wear them. Duvets/underblankets/pillows may also not have been slept in. Please note when trying on slippers : you should try them on a soft surface (e.g. carpeting) so that the soles remain clean and free of signs of wear. The seal on lanolin products must still be intact.

We would like you to do everything you can to return the product neatly in the packaging in which you received it from us, provided with the original labels and/or size stickers and possibly the original brand box. Only in this way does the product retain its full value and can we resell it.

NB : For hygienic reasons, our cosmetic products are sealed. Returns are only possible if the seal is still intact. Opened items are excluded from the right of withdrawal.

Texelana does not include a return label. You can sign up your return via the return portal.

Return costs (costs you make to send an item back to us) are for your account, unless an item does not meet our requirements (damaged/delivered differently than ordered). In that case, you will receive a return label from us and we will cover the costs.

In case of an exchange, we will send you the new size without new shipping costs.

We aim to credit the payment within 5 working days. We will refund you using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise.

You can track the status of your return in our return portal. Enter your order number and email address in the return form (just as you registered your return) and click on ‘Resume’. As soon as the status of your return changes, you will be notified by e-mail. You can then click through to the returns portal from this e-mail to check the status.

Yes, you can. You can return your order in one of our stores within 30 days, this will save you return costs. We will process your return in our administration, this can take a few days.

Je kunt pakketpunten vinden op de website van de pakketverzender door je adres in te vullen en te zoeken naar het dichtstbijzijnde service punt.

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