- Our return policy
- Return period
- Why do I have to pay to return my order ?
- How do I return my order ?
- I have returned my order. When will I receive my refund?
- Can I exchange my article(s)?
- My order cannot be delivered. When will the money be refunded to my account?
Our returns policy
Pylos59 guarantees a full refund on the returned item. If you exercise your right of withdrawal, the product will be returned to us with all delivered accessories and - if reasonably possible - in its original condition and packaging. Please also include the cotton shopper, polybag and all labels so that these can also be processed by us in a sustainable manner.
You are responsible for the item you wish to return until we have received it. We would therefore ask you to pack the item carefully to prevent damage during transport. We also advise you to ask for a proof of posting at the parcel point to track your return. All returned items will be individually checked at our distribution centre.
Pylos59 makes every effort to inform you as fully as possible about our products through our website. Should an ordered item still not meet your expectations, it can always be exchanged or returned. We give you the opportunity to report your return within 14 days of receipt. After that you have another 14 days to send your returns back to us.
Why do I have to pay to return my order?
Returns are unfortunately still a big problem in the fashion industry, due to the millions of returned garments and also bags that are thrown away or destroyed every year.
The returns process consists of many steps that are invisible to you, the customer. It consists of processing the return, assessing the returned item, repackaging the item if necessary and putting the item back into (online) stock to be sold to a new customer.
There are many hands, environmental impacts and costs involved in this process. At Pylos59, we want to avoid throwing away and destroying bags unnecessarily. We process every return with care, so that each item gets another chance to find a new suitable owner. It is therefore our goal to make 100% of returned items saleable again.
In this way, we would also like to create awareness among our customers about the delivery routes a parcel takes and thus minimise the number of returns.
How do I return my order?
With our "Return Form" you can easily register your return. Enter the order number and the e-mail address you used to place the order. Once your order has been found, indicate the number of items you want to return. Fill in all the fields of the return form. Select the reason for return. It is not compulsory to state the reason for the return on the return form, but we would greatly appreciate it if you mention the reason for the return so that we can learn from it. You then indicate your preferred solution.
When you register the return, you can choose from two options :
- I would like to receive a voucher code worth the purchase amount plus €5.00 extra shopping credit. The return costs are €4.95 if the offered return label is used. The parcel must then be returned to a DPD depot. The return costs will be deducted from the amount we refund. Please note: if you have downloaded the return label and you choose another carrier, we cannot refund the return costs, this is automatically processed in the system. If you choose which carrier to use to return the parcel, you will be responsible for the return costs.
- I would like a refund. The return costs are €4.95 if the offered return label is used. The parcel must then be returned to a DPD depot. The return costs will be deducted from the amount we refund. Please note: if you have downloaded the return label and you choose another carrier, we cannot refund the return costs, this is automatically processed in the system. If you choose which carrier to use to return the parcel, you will be responsible for the return costs.
If the product is damaged or defective upon receipt or if you have received the wrong product, the return label is always free of charge. We ask you to upload a photo of the defect or damage or the wrongly delivered item, after which we will assess the return. After approval of the return, you will receive the return label by e-mail.
If you have any comments or questions, please write them in the text box.
Then fill in all your details and the shipping method. The return costs are € 4.95 if you hand in your parcel at a DPD location. If you choose another option, the return costs will be at your own expense.
You can then choose to insure the shipment. You remain legally responsible for the return shipment. If the package is lost or damaged, the purchase amount will be refunded.
The last step is to request the return label.
Place the item you wish to return if possible with its original packaging in the shipping box. Attach the return label to the outside of the shipping box. Make sure the return label is clearly visible as it will be scanned by the courier.
Take the return parcel to a DPD depot near you. Keep the track & trace to track your return.
I have returned my order. When will I receive my refund?
We do our best to refund the purchase price of your returned items within 14 days to the account you paid with. Please note that the return costs of € 4.95 (if you have downloaded a return label) will be deducted from the amount we refund.
You will receive a confirmation e-mail once your return has been approved and processed. You can then expect the refund within 1-3 working days.
If you have not received a refund after 14 days, please send an e-mail to firstname.lastname@example.org.
Can I exchange my item(s)?
If you want to exchange an item for another colour or another model, please return the item and place a new order with the desired item. Follow all the steps as described under the heading "how do I return my order". The return costs will be borne by the customer.
My order cannot be delivered. When will the money be refunded to my account?
After placing an order, it can sometimes happen that the article ordered is no longer available. If this is the case, we will send you an e-mail about this. After receiving this e-mail, the amount will be transferred back into your account within 1-3 working days.
If you have not received an e-mail, please send an e-mail to email@example.com.
Our entire team will of course do its utmost to provide you with a fast and good service. Still have a complaint? Please send an e-mail to firstname.lastname@example.org, and we will solve the problem in consultation with you as soon as possible. Please include the order number and your phone number so we can contact you.