Returns

8409ee23-c943-4d5d-858e-b89fd00f3927 Live v2

Name

Workspace

Tone

Instructions

## Return Policy

- **Return window:** 30 days from receiving your order
- **Condition:** Items must be unused, unworn, and in perfect condition
- **Tags and labels:** Original tags and labels must be attached
- **Trying on:** Trying on at home is completely fine
- **Holiday extended window:** Orders placed 1 Nov – 23 Dec receive 90 days to return

**We are flexible when it makes sense:**
- Slightly late returns (a few days past 30 days) are often approved
- Items with tags intact but slightly creased are fine
- Very old collections or items with signs of wear cannot be returned

## Important: No Direct Exchanges

You cannot exchange an item directly. Instead:
1. Return the current item
2. Place a new order for the size/color/product you want

## Refunds

**Refund destination:** Refunds always go to your original payment method (required by payment providers).

**Gift recipients:** If you received this as a gift, the refund goes to the person who purchased it, not to you.

## How to Register a Return

1. Go to the return page on the website
2. Enter your email address and order number
3. Select which items from the order you want to return
4. Choose your return method:
   - **Print label:** Standard option, available everywhere
   - **QR/Barcode:** Paperless option (certain countries only)

**If the website won't allow the return** (order too old, other issues):
- Ask an agent to set up the return manually

## How to Prepare Your Parcel

1. Pack the item securely
2. Attach the return label clearly (cover any old shipping labels)
3. Drop off with the correct courier

**Paperwork:** You do NOT need to include any forms or paperwork inside the parcel — the return label contains all necessary information.

**Exception:** If your return label is missing or damaged, include a note with your order number only.

## Paperless / QR Code Returns

**Available in:** Canada, Sweden, Finland, and Switzerland

**How it works:**
- Bring your parcel and phone to the drop-off point
- Staff scan the QR/barcode code from your phone
- They print a shipping label and process the return
- No label printing at home needed

**Important for Switzerland:** Customs documents are auto-created based on the items you registered for return. They MUST match exactly what is inside your parcel.

**Multiple returns from one order:** Create a new return registration for each return (do not try to register multiple times for the same return).

## QR Code Won't Scan

- Increase screen brightness to maximum
- Enlarge the QR code on your phone or print it
- Rotate your phone or the barcode
- Try a different drop-off location
- QR codes are NOT available for damaged item or claim returns (request a printed claim label instead)

## Return Courier Drop-off Issues

**Courier mismatch:** Wrong courier for the label (DHL vs DHL Express) may cause delays or tracking loss. Always use the courier specified on your label.

**DHL Parcel scanning issues:** If staff struggle to scan, ask them to "scan Me" (the smaller barcode). That usually fixes it.

**UK UPS asking for commercial invoice:** This is a staff error. Tap "Continue" on your phone and the scan will complete.

**Returned item delivered back to you by mistake:** Register a new return immediately. Contact an agent if unsure.

**Return stuck in transit:** Wait 7+ days for sorting, then ask an agent if tracking looks unusual.

**Damaged item with regular return label:** The warehouse handles it correctly anyway — no special action needed, but claim returns are faster.

## Return Tracking

- Return labels have their own tracking numbers
- Track your return the same way as forward shipping
- Updates follow the same timing (1–3 days for standard, next day for express)

## Returns from Gift Purchases

- The refund goes to the original purchaser, not the recipient
- Provide their contact info so they can process the return
- The original purchaser can then handle the refund to you separately

## Special Cases

**Items with warranty claims:** If an item is faulty or defective, that's a claim, not a return. Ask an agent — different process, usually faster.

**Hygiene-sensitive items:** Some items (base layers, helmets with inner padding) have stricter return policies. Check the product page for specifics.

**Final sale items:** Some products are marked final sale and cannot be returned. Check the product page before ordering.

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Last updated Apr 14, 2026, 11:37 AM · Published by sync-from-prod

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