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RETURNS

Return conditions

  • Are you not satisfied with an item? Then return it within 14 days of receiving your order;
  • Add all original labels/packaging to your return shipment;
  • The item has not been worn or used, trying on clothes is not considered wearing;
  • The article is clean, complete and undamaged;
  • SALE items will not be taken back. 

If the return does not comply with one of the above, we cannot process the return. 

Making a return

  • You do not need to make a return notification to us, there is no need to mail/call us in advance;
  • Fill in the return form that you received with the package;
  • If you do not have a return form, you can download one here;
  • The return address is clearly stated on the package.
  • Via MyParcel you can create a return shipment (including a shipping label), you will find this link in the track and trace mail you received from MyParcel. You can also register the package yourself at a PostNL point and buy a label there;
  • We advise you to return your parcel to us via PostNL;
  • The shipping costs are for your own account;
  • Always keep your proof of posting (track & trace), this is your guarantee;
  • Always send the parcel to our address and not to another party/collection point. We do not pick up these parcels there;
  • We cannot be held responsible if a return package is missing or has not been delivered;
  • If the return address is incorrectly entered with PostNL, PostNL is responsible for this. You can contact PostNL, we cannot do this. If you have filled in the incorrect address yourself, then you are liable.

Return address
L'eau Vive - returns
Nieuwstraat 19
3141 AA Maassluis

Please note that the return address will change per February 2022.

You can also hand in your return at the back (Boogerstraat) of the shop. Please make sure to include the return form. We will receive it and take care of the rest, you can't wait for this. The amount will be refunded to you via the bank (see below).

Returns process
As soon as we have received the returned item, we will process the refund to the account used for the payment on the same working day. Processing via Mollie takes approximately 2-3 working days. 

Did you pay by credit card?
We will refund the amount directly to your credit card, only the processing by the credit card company may take longer. This is different for each company (3 to 21 working days), we have no influence on this.
Please contact your credit card company for further information.

If you return your entire order, we will refund you the full purchase price. Do you keep one or more items from your order? Then you will only receive the amount of the returned items in return.

COMPLAINT
In the hectic rush something can unexpectedly go wrong with your order. Of course we find this very annoying for you.
What should you do? Send an e-mail to info@leauvive.biz with your order number, complaint and possibly pictures.
Wait for a response from our side, sometimes it can take a while via email.
You can also send it to us via Facebook Messenger, but not both channels at the same time ;-) That's a waste of time.

RIGHT OF WITHDRAWAL
You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation you have another 14 days to return your product. You will then be credited with the full order amount including shipping costs, provided that the entire order is returned. If you return a part of your order, the shipping costs will not be credited.
Only the costs for the return from your address to the shop are for your own account. These costs are, within the Netherlands, approximately € 4.50 - € 7.25 per package, consult the website of PostNL for the exact rates. Always keep your receipt, this is your guarantee. 

If you exercise your right of withdrawal, the product will be returned to L'eau Vive with all delivered accessories and - if reasonably possible - in the original condition and packaging. To exercise this right, please use the return form. Upon receipt of your return, we will refund the order amount within 14 days to the account with which the purchase was paid and provided that the product has already been received in good order.

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