Exchange and Return - Nelson

The following conditions apply to the exchange & return of (online) orders:

• At Nelson, you can return items up to 30 days after receiving the order.

• The item is complete, undamaged, and unused.

• Shoes purchased in a store cannot be exchanged or returned via mail, but exclusively through one of our stores.

• Online orders can be returned free of charge within the return period at a Nelson store or DHL ServicePoint.

• Exchanging online orders can only be done in-store.

How can I exchange my order?

• Shoes purchased in a store can only be exchanged via the store.

• Exchanging online purchases can only be done in-store with the correct forms and in original condition.

• Find the store nearest to you.

How do I exchange or return my (online) order in the store?

You can exchange or return your (online) order free of charge in one of our Nelson stores. Ensure that you have all items in the original packaging with you and hand them over together with the return form. The return form is always sent along with the order. When returning your (online) order, it is also possible to have the amount refunded to your account via "retour pinnen" (return PIN). In that case, the refund will be in the account within 1 to 2 days.

Please note! Should you return the online order and have chosen Klarna or PayPal, it will also be credited via that route. With Klarna, this will happen by deducting the amount from the outstanding invoice; with PayPal, the refund will be deposited into your PayPal account.

How do I return my online order via DHL?

Returning your online order is easiest via the return form that is included with every order. Follow the steps on this form and fill them in as completely as possible.

• Pack your return: Preferably pack the return shipment in the original box in which the shipment was delivered. You do not need to print or stick anything. The shipping label already stuck on the box is also usable for your return shipment. Do you no longer have the original box with the shipping label? Then use a box of comparable quality and pack all items into one box as much as possible. At a DHL ServicePoint, you can have a new shipping label printed by mentioning "Nelson Schoenen."

• Hand over your return: Find a DHL ServicePoint in your area via dhlecommerce.nl. You will receive a proof of delivery (via SMS or email) with a track & trace code with which you can follow your return shipment. Keep this proof safe.

• Refund: When the return shipment has been received in good order, Nelson Schoenen will assess and process it. If you wish to return the order or a part of it, Nelson Schoenen will refund the purchase amount and any applicable shipping costs for the initial delivery as soon as possible (at the latest within 14 days after withdrawal).

When you receive the amount in your account depends on the payment method and bank you used. We will refund you using the same payment method you used for the original transaction. Did you pay for (a part of) the order with a VVV Gift Card or FashionCheque? Then this part will be refunded in a separate transaction to the account with which you paid the remaining amount. This separate transaction may take 1 to 2 days longer. We wait with the refund until we have received the goods back, or you have demonstrated that you have sent the goods back, whichever point in time occurs first.

If the product is damaged by use, Nelson Schoenen reserves the right to withhold a reasonable compensation from the refund amount, or to charge it.

Shoes purchased in a store cannot be exchanged or returned via mail but exclusively via the store.

Model form for withdrawal

Returning your order is easiest by making use of the return form supplied with the order and following the steps described on it. However, you can also always make use of the European model form for withdrawal. This is, however, not mandatory.

Are there costs associated with returning?

Returning is free within the Netherlands via the store or a DHL ServicePoint. If you choose to send the return shipment with PostNL, this is at your own expense and your own risk.

Can I return an item with a discount?

Yes, you can return all unworn items for free within 30 days; trying them on is, of course, allowed. In the case of a return shipment, you will receive the purchase amount back in the account with which you paid.

How does 'retourpinnen' work?

If you bring your order back to the store and wish to receive your purchase amount back, our preference is to refund that to your bank account via 'retourpinnen'. This is essentially a reversed PIN transaction. When your return is processed at the cash register and you receive your purchase amount back via retourpinnen, you insert a debit card into the PIN terminal at the instruction of the store employee and follow the instructions on the screen. After you have successfully completed the steps, you will receive the return receipt from the store and the purchase amount will be refunded to the bank account of the card that was used. Depending on the bank, the amount will be in the account within 1 to 2 days.

Please note! Keep the return receipt safe; this is the proof that the retourpinnen was performed. More information can be found on this website.

Will I get the paid shipping costs back?

If the entire order is returned, the (if paid) shipping costs of the initial shipment of your package will be fully refunded. When only part of the order is returned, only that part of the purchase amount will be refunded and the (if paid) shipping costs of the initial shipment will not.

How do you return from Belgium and Germany?

The return form that you received with your order contains an address label. Cut this out and stick it over your own address on the outer box. Subsequently, add the completed return form with the items in the outer box, and tape the box well. Then hand your package over at a DHL ServicePoint.

Where do I find the nearest DHL service point?

These can be found on the website of DHL. You can fill in your zip code and city on the website and the website will then show the nearest DHL point.

What is the return period?

You can return items in original condition within 30 days after delivery. Due to the "return-on-same-label" principle, the shipping label is also the return label and you no longer need to print or request it. Put the items you wish to return back into the shipping box in their original packaging and hand it over at a DHL ServicePoint or bring the items back to one of our stores.

Do you no longer have the original shipping box and associated shipping label? Pack your order in an arbitrary sturdy box and request a new return label at a DHL ServicePoint by mentioning "Nelson Schoenen." There are no extra costs associated with this.