Return and Refund Policy
Cancellation
Cancellation of an order is only possible when an order has not yet been processed (personalised items), or has not yet been shipped (non-personalised products).
Return
We offer a 30-day return policy, meaning you have 30 days from the date of receiving your item to request a return.
Customers are not required to return defective or incorrectly personalised products that qualify for a refund or replacement. These items may be discarded at your discretion.
Return Policy for Non-Personalised Products
To be eligible for a return, your item must be in the same condition as when you received it, unused, and in its original packaging.
We are not obligated to accept returns for sealed items that are unsuitable for return due to hygiene reasons once they have been opened, unless the items are defective or misdescribed.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Any damage, shortages or defect should be notified to us within 24 hours of delivery.
Send the complaint with photos of the entire exterior of the package, showing the overall condition of the package; the opened package, with the contents and inner packaging in the package being clearly visible; and a detailed photo (close-up) of the actual damage to the item. We will handle the complaint as soon as possible.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Delays and Lost Parcels
Investigations within the EU including Switzerland and Denmark, can take up to 7 days from the moment you contact us regarding a delayed delivery. Please monitor the tracking information and notify us as soon as possible if your parcel has not been delivered on time.
Investigations outside EU can take up to 28 days from the moment you contact us regarding a delayed delivery. Please monitor the tracking information and notify us as soon as possible if your parcel has not been delivered on time.
Remote Area Shipping is handled by PostNL in cooperation with your local postal service. This means that delivery within your country will be managed by the local postal service and may take up to 28 business days. Please note that, unfortunately, we cannot be held responsible for the quality of the local postal service. However, we do provide full tracking information for all shipments, and all our parcels are insured. If the parcel is not delivered within 28 business days, we will initiate an investigation, which may take an additional 14 business days. In the unlikely event that your parcel is lost or damaged in transit due to a carrier malfunction, we will issue a full refund.
Shop Returns Due to Incorrect Address or Uncollected from Parcel Shop
To ensure flawless delivery, please make sure to provide a correct email address when placing your order. Regularly check for tracking updates to stay informed about your parcel's progress. A correct email address is crucial to avoid any issues, such as your parcel being returned or sent to a distant parcel shop.
Once we receive a parcel that has been returned due to an incorrect address or not collected from the parcel shop, we will contact you immediately and store it for up to 3 weeks. Please note that you will be responsible for the cost of reshipment. If we do not receive a response regarding the returned parcel within 3 weeks, we will dispose of the parcel without issuing a refund.
In accordance with the EU Consumer Rights Directive (2011/83/EU), personalized products (those made to the consumer's specifications or clearly personalized) are not eligible for a refund.
You can always contact us for any return question at hello@just-born.nl