Returns FAQ

Returns

What is the return policy?

You can return an item for free within 14 days of receipt.

Obviously, you have to try on an item to see how it looks and if it fits. But please note, if you would like to return the item, it must be unwashed and unworn.

Make sure the items are packed in the added original shipping bag. Add the completed return form.

For more information about returning your order, see "What are the return options?".

Always make sure that your package is returned with DHL Express and always ask for a return receipt.

What are the return options?

We work with DHL Express.

1. You can personally deliver the box with the items you want to return to a DHL Express Service Point for shipment. Don't forget to put the return label on the box.

Via this link you can find the nearest DHL Express Service point, based on your zip code / city:

The link with the DHL Express Service Points: https://locator.dhl.com

2. You can also schedule a courier pick-up. This can be done via this link:

https://mydhl.express.dhl/en/en/home.html#/schedulePickupTab

You do not need to create a new shipping label. The DHL Waybill number requested is stated on the return label included in the box of the delivery.

For more information about the pick-up, see "How can I schedule a courier pick-up?".

You can also contact the customer service of DHL Express on:

Tel.: (088) 055 20 00 

I received a faulty item, how to return it?

You can return faulty items within 14 days after you received them. Get in touch with our customer service by sending an email including pictures to  support@janelushka.com.

Can I exchange an item?

Unfortunately we cannot exchange items. After we have received the items in our warehouse, the money will be refunded within 2 to 3 working days. If you want to exchange the item, you can place a new order.

When will I receive my refund

As soon as we have received your returned items, depending on the payment method (ideal, paypal, credit card or other) we aim to process them within 2 to 3 working days. Credit card payments often take longer to process, which is within a maximum of 14 days.

Check the package's T&T code to make sure your return is on its way. If the 14 working days have passed, please contact our customer service via  support@janelushka.com.

If you have any questions, please do not hesitate to contact us.

Can I return an item without the original box?

Yes, you can return an item without the original packaging. Put the products you want to send in a durable packaging in which the products will not be damaged.

In line with our sustainability policy, we add a Jane Lushka shipping bag to every shipment, which you can use when you want to return a product.

We ship with DHL Express

Where can I find a DHL Express drop off point?

We work with DHL Express, not DHL Parcel, important to pay attention to that! If you wish, you can personally deliver the box with items that you want to return - with the return label attached to it - to a DHL Express Service Point for shipment. 

Via this link you can find the nearest DHL Express Service point, based on your zip code/city: 

The link with the Express DHL points: https://locator.dhl.com

How can I schedule a courier pick-up?

We work with DHL Express, not DHL Parcel, important to pay attention to that! You can contact DHL Express by phone to request a courier pick up by phone.

Tel.: (088) 055 20 00 

Otherwise, you can also schedule a courier pick up via this link:

https://mydhl.express.dhl/nl/en/home.html#/getQuoteTab

You do not need to create a new shipping label - click 'No' here. The DHL Waybill number that is requested can be found on the return label included in the box of the delivery. For more clarification, that is the label with the barcode and the abbreviation 'RET' (return) on it.

I have lost my return form, what now?

Please contact our customer service: support@janelushka.com

My shipment barcode is not being recognised at DHL, what now?

If you would like to return your order, but your barcode is not recognized at a DHL service point, then you have most likely gone to the wrong DHL. We work with DHL Express, not DHL Parcel, important to pay attention to that!

Via this link you can find the nearest DHL Express Service point, based on your zip code / city:

The link with the Express DHL points: https://locator.dhl.com

Can I contact DHL Express by phone?

You can certainly contact DHL Express by phone to request a courier pick-up by phone, for example.

Tel.: (088) 055 20 00 

Note: keep the shipment number (the waybill number) at hand.

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Free returns within 14 days

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