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Exchanges and refunds
Web and App orders
Changed your mind? Happens.
How do I make a return to Wethenew?
Deadlines
You have 14 days from receipt of your order to submit your returns request via our returns portal.
Products
Products returned may be tried on but must never have been worn.
Seal
The seal must not be removed: it ensures that the returned product is the one we sent you.
Original packaging
Your product must be returned in its original packaging, with all its accessories (laces, etc.).
Returns form
The returns form that you will receive by e-mail must be slipped into the return parcel. Any parcel received without the returns form cannot be processed by our team.
Shipping carton
You must protect the product and its packaging with the original shipping carton or another shipping carton provided for this purpose. We reserve the right to refuse the return if the product and/or its packaging are returned to us damaged.
Please note: if you have received a product that is faulty or different from the one you ordered, do not submit a returns request via the returns portal. Contact our customer service department directly by filling in the contact form.
RETURNS PROCEDURE - EUROPEAN COUNTRIES
Return shipping costs for European countries are €10.90. This amount, as well as the initial shipping costs, will be directly deducted from your refund once your return has been processed by our team. You will then be refunded within 48 to 72 hours using the same method of payment you used to place your order.
If you choose to make an exchange, you will receive by e-mail a gift card with a value equal to your initial order (excluding return costs) in order to place a new order.
If your return is refused, you will be informed by e-mail within 7 days of our team receiving your return. We will then be able to send the product back to you at the address you gave when you placed your order, at your expense.
Making a return
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