Refund policy
14-day money-back guarantee
Are you not satisfied with your order? We are very sorry to hear that, and we would like to know what we can do to make you satisfied.
To qualify for a return shipment, the item must be in the same condition as you received it, unworn or unused, with the labels and in the original packaging. You also need the receipt or proof of purchase.
How does it work?
You can return your product up to 14 days after receipt, we ensure that the purchase amount is refunded to your account within 14 days after receipt.
Return costs: The return costs can often amount to £25 because the package has to be sent back to China.
Easy returns in 3 steps!
Step 1: Send us an email at info@deqalli.nl with the reason why you want to return and which products you want to send back or exchange. Download the return form and fill it in.
Step 2: Send your order. Send the items along with the completed return form to the address on the return form. Make sure to provide the package with a track and trace code. As the sender, you are responsible and we want to avoid any misunderstandings.
Step 3: After receiving the product, you will receive your money back within 14 days.
For questions about returns, you can always contact our team via info@deqalli.nl
FAQ
- Is returning free?
Returns are at your own expense; depending on the courier and the country from which you send your package, these costs may vary. Please note that most items come from Asia and therefore the costs may be higher.
- What are the return conditions?
Our return policy guarantees that you can return your order within 14 days of receipt without any reason.
Items must be returned to us in an unworn and unwashed condition, suitable for resale with labels still attached.
- How long does it take to exchange a product?
If you indicate that you want to exchange a product when you register your return, we will work on this immediately. This way we can ensure that your exchange is completed within a few days.
- What can I do if my exchange product is no longer available?
Ask the customer service team about the possibilities. We will give you an update when we expect to be able to deliver the product. If you have already made your return and the exchange product is sold out, we will contact you and work with you to find a solution.
- Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. This is a five-digit code. If you did not receive this email correctly, our customer service will be happy to assist you.
- What should I do if a product is defective or damaged?
Unfortunately, sometimes a product is damaged during shipping or production. Of course, we are willing to resolve this with you. Send a message to info@deqalli.nl with a photo of the item and a description. Our customer service will work with you as soon as possible to find a solution.
- What should I do if I want to return my order outside the return period?
Don't forget to deliver your return within the 14-day period before the return period expires. In the unlikely event that this does not work, we offer you the option to exchange the product for a voucher. Ask our customer service for the possibilities.
- How long does a refund take?
We do our best to process returns as quickly as possible. After receiving your return shipment in our warehouse, we process your refund within 10 working days. In the track and trace code you receive with your return shipment, you can see when the package has arrived at our warehouse. From then until the 10 working days start, after the refund is made, you will receive a message about it. Please note that it may take up to 3 days before the refund is visible in your bank.
