Returning Your Order

Easily return your order using the return form.

We hope you’re satisfied with your purchase right away and won’t need to return it, but just in case, we’ve clearly outlined all the information on returning your product on this page. Still have a question? Feel free to contact us.

How Can I Return My Order?

1. Download the return form, print it out, and fill in your details. (We cannot process returns without the return form.)

2. Preferably pack the product in its original packaging. If you no longer have it, you may use any other packaging.

3. Ship the package via PostNL or BPost to our PO box (address on the return form) and keep the shipping receipt.

4. Once we receive the package, we will process it as soon as possible.

Download Return Form

How Long Can I Return Items?

Please note: During the holiday season, we offer an extended return period. It’s no problem to return items later than the official dates below. You can send your package back after Christmas without any issues.

After receiving your package, you have 14 days to notify us of your return along with the return form. (Please note: We are legally required to mention this, but with us, you don’t need to notify us. You can simply send your return within 28 days.) After that, you have another 14 days to send the package back. Shipping costs are at your own expense. You have a few options:

  • Return the item and receive a refund for the product to your account.
  • Return the item and choose a replacement product.

The product must be returned unworn and in its original condition.

Customer Rights

For online purchases, it’s not uncommon for some online stores to ignore established regulations. These rules can often be unclear to customers, leading to problems. Since we always aim to be as transparent as possible, here’s what you, as a customer, are entitled to:

  • You have the right to cancel your order up to 14 days after receipt without giving any reason.
  • After this, you have 14 days to return the package.
  • Return shipping costs are at the customer’s expense (please check your local postal service for rates; we recommend PostNL/BPost).
  • If the purchase is canceled, we will refund the full purchase amount (the cost of your order plus your initial shipping costs). This must be processed within 14 days, provided the product has been returned in good condition.
  • In case of a partial return, shipping costs will not be refunded.

Example 1: You return your product (€29.95 + €5.95 shipping costs). We will refund €35.90 to your account.

Example 2: You return one of two ordered products (2x €29.95 + €5.95 shipping costs). In this case, we will refund €29.95 to your account.

Cooling-Off Period

You have the right to cancel your order up to 14 days after receipt without providing any reason. After cancellation, you have another 14 days to return your product. You will be credited with the full order amount, including shipping costs. Only the costs for returning the product from your home to the online store are at your own expense. These costs are approximately €6.95 per package. Please check your carrier’s website for exact rates. If you exercise your right of withdrawal, the product, along with all delivered accessories and—if reasonably possible—in its original condition and packaging, must be returned to us. To exercise this right, you can contact us at info@knuffelboodschap.nl. We will then refund the order amount within 14 days of receiving your return, provided the product has been received in good condition.

Extended Return Period

Did you buy a gift for someone during the holidays? It’s no problem to extend the return period. During this time, you don’t need to request an extension; we apply this automatically. Outside the holiday period, you can request an extended return period in advance by filling in the comment box during the checkout process.

Damage

Any product damage must be reported within 5 days of receipt. After this period, we cannot offer a warranty for holes or tears.

Complaints

We recommend that you first notify us of any complaints by emailing info@messageinacuddle.com. If this does not resolve the issue, it is possible to submit your dispute for mediation via Stichting WebwinkelKeur. Since February 15, 2016, consumers in the EU can also submit complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not being handled elsewhere, you are free to file it through the European Union platform.