Refund policy

If for any reason you wish to return an item, you can return it within 30 days of receipt via Returnista. You can do this with DHL (Netherlands) or DPD (Belgium).

Enter your order number and email address on the return page of Returnista - you have also received this link in the order confirmation email. You will now enter your personal environment to register your returns. You will see the items you ordered, which you can select to return. Then select the reason for the return.

After you have completed all steps, a return label will be created for the items you want to return. You will receive this by email. Print the return label and attach it to the parcel. You can return the items per country as follows:

• Netherlands: Drop off the parcel at a DHL point. You can find the locations near you at https://www.dhlparcel.nl/nl/consument/dhl-servicepoints.
• Belgium: Drop off the parcel at a DPD Pickup parcelshop. You can find the locations near you at dpd.com/be_particulieren.

If you experience any problems returning the items, we kindly ask you to first contact the customer service of Returnista or ELBSAND before sending the parcel back.

Exchange

At ELBSAND it is possible to exchange items. You can also arrange this - within 30 days of receipt - easily with Returnista.

Enter your order number and email address on the return page of Returnista - you have also received this link in the order confirmation email. You will now enter your personal environment to register your returns.

Select the product you wish to exchange and choose the correct size you would like to receive. Then click on ‘Exchange product’.
The shipment of the new product is free of charge.

Repeat this process if you wish to exchange more products. When you are finished, click ‘Confirm’ in the bottom right corner. You will then see the product overview. If everything is correct, confirm your selection.

Once you have completed all the steps, a return label will be created for the items you wish to exchange and you will receive it by email. No costs will be charged for this. You can return the items per country as follows:

• Netherlands: Drop off the parcel at a DHL point. You can find the locations near you at https://www.dhlparcel.nl/nl/consument/dhl-servicepoints.
• Belgium: Drop off the parcel at a DPD Pickup parcelshop. You can find the locations near you at dpd.com/be_particulieren.

If you experience any problems returning the items, we kindly ask you to first contact the customer service of Returnista or ELBSAND before sending the parcel back.

Refund

ELBSAND guarantees that you will receive a refund for all returned items, provided that the items are returned in their original condition. This means that the items are returned as original and unworn as possible and, as far as possible, with all labels or tags still attached to the item. If you have returned a worn product, we may charge costs for this.

Money back: we will process a refund of the purchase amount of one or more returned items as soon as possible and no later than within 14 days after cancellation. We will inform you by email that we have processed the refund by sending a credit note. The amount will be refunded via the same payment method that you used for your purchase.

Have you received my return shipment?

As soon as your return shipment has arrived at the warehouse and has been processed, you will receive a confirmation email. When you use our return service via Returnista, this will usually be the case within a week. If you send the parcel with your own courier, this may take longer.

I received an incorrect or damaged item

In rare cases it may happen that you receive an incorrect or damaged item. If this is the case, we sincerely apologize. Please contact our customer service so that we can provide an appropriate solution as soon as possible.

Return costs

The following return costs apply per country:

Why do we charge return costs?

We highly value sustainability and want to reduce the number of return shipments. The fashion industry faces extremely high return rates—sometimes up to 50%. Return logistics cause CO₂ emissions, unnecessary transport and waste.

By asking for a small contribution:

• we encourage more conscious and selective shopping;
• we help to reduce unnecessary returns;
• we work together towards a smaller ecological footprint.

When you return fewer items, your total return costs go down and together we reduce the impact on the environment.
A true win-win!

Together, we are taking important steps towards a more sustainable fashion industry.