If you’re not happy with your order, you have 30 days to send us back any items.
We want to make sure that your expectations are exceeded. However, if you want a refund or exchange for any reason, please follow the instructions below. For assistance with requesting a refund or exchange, please contact our customer care team: firstname.lastname@example.org
OUR RETURNS POLICY
We will provide refund for any items within 30 days from the date your order was delivered for a full refund (excluding shipping costs if applicable). All garments must be unworn, unaltered, unwashed and have their original tags and labels attached.
COSTS OF RETURNS
Germany & Austria: Always FREE returns & exchanges on all orders
EU: FREE exchanges if you want to change colour and/or size. Otherwise 10€*/£10
International: Shipping charges are the responsibility of the customer
*or equivalent local currency.
HOW TO ARRANGE A RETURN?
- Register your return: Go to our returns platform https://sanvt.shipping-portal.com and add the details of the order you like to return. To find your shipment we just need your postcode and the original tracking number. You can also reach the returns platform via the “Returns” section in your account.
Note: The tracking number can be found in the e-mail shipping confirmation. Alternatively you can also find the tracking number on the label on your parcel (below the SANVT logo). Please enter this 14 digit number without spaces or additional characters.
- Confirm details & choose drop off point: In our returns platform you find a wide selection of convenient drop off locations
- Print your label: Our returns platform enables you to print your return label at home
- Prepare & drop off your shipment: Attach the return label, close the box and take it to the drop-off point that you selected in step 2
Note: Alternatively you can follow the returns process of international customers (see below). In this case potential costs of return do not apply.
Contact our customer care team in case you need help with your return: email@example.com
- Register your return: Send us an email with the subject line: Return + Order #
- Prepare: Pick a carrier of your choice (shipping charges are your responsibility). We recommend using tracked shipping. Please keep the receipt as proof of shipping.
- Ship back: Ship the package back to us (see address below). We will then send you an email once we have received and processed your return.
Please note that it can take two to three days for your returned items to be processed and checked once they reach our warehouse.
Once we have checked your returned items, we will immediately initiate the refund process. All refunds use the same method of payment that was chosen for the original payment. The date on which the money will actually be credited to your account/credit card depends on the provider of the payment service. This may take up to 5-10 working days to appear on your statement.
All exchanges are based on stock availability. If you wish to exchange an item for a different style, please return within 30 days upon receipt of your order the item to us and place a separate order. Within the EU, we offer 100% free exchanges if you want to change colour and/or size. We cover both the return shipping cost and the shipping of the replacement item. Outside the EU, customers are required to organise and pay return shipping.
Please note that we will not send out the exchange items until the returned goods have been received and approved.