Returns & Exchanges

• I haven’t received my refund – what should I do?

  Start by tracking your return parcel. The processing time is calculated from the day the parcel is delivered to our warehouse.

  During and after busy periods, it may take up to 10 days to process your return. Once the refund has been issued, it may take an additional 1–3 business days for the money to appear in your account. Weekends are not counted as business days.

  If you selected invoice payment: Register the return with your payment provider and pause the invoice if possible. You are responsible for monitoring the invoice status and due date. Do not allow the invoice to become overdue without taking action, as this may result in additional fees that we cannot guarantee will be removed.

  Contact us if:

  • You haven’t received an update within five business days after the parcel was delivered to our warehouse.
  • The refund hasn’t been processed within 10 days.
  • The money hasn’t appeared in your account three business days after the refund was issued.

  Please provide your order number and the return parcel’s tracking number so we can assist you.

• The returns portal isn’t working – what should I do?

  If you’re unable to register your return or exchange in the returns portal:

  1. Make sure you have entered the correct order number and the same email address used when placing the order.
  2. If you have previously made an exchange, use the new order number sent in connection with your exchange order, not the order number from your original purchase.
  3. If the details are correct, clear your browser’s cache and cookies and then try again.
  4. You can also try using a different browser or opening a private/incognito window.

  You can access the returns portal here:
  https://returns.turnr.se/mayadelorez?lang=EN

  If the problem persists, please contact our customer service team and provide:

  • Your order number
  • The email address used for the purchase
  • The error message you receive
  • A screenshot of the problem, if possible

  We’ll help you from there. Please do not send payment details or other sensitive information.

• Which order number should I use after an exchange?

  An exchange creates a new order with a new order number. Always use the new order number for future questions about the exchanged item.

   

• Before sending your return or exchange – checklist

  To help us process your return or exchange as quickly as possible:

  • Register your return or exchange before sending the parcel.
  • Use the correct return label and provide the correct order number.
  • Make sure the item meets the conditions for a return or exchange.
  • Keep all product tags attached and retain the original packaging, where applicable.
  • Pack the item securely and remove any old shipping labels from the parcel.
  • Do not include items from different orders in the same parcel.
  • Keep your drop-off receipt and tracking number until your request has been completed.
  • For exchanges: Please note that the requested item may sell out before your exchange is processed.

   

• Back in Stock

  How do I sign up for Back in Stock notifications?

  If a size is sold out, click the bell icon next to the size and enter your email address. We’ll send you an email when the size is back in stock.

  Is the product reserved when I sign up for Back in Stock?

  No. When a product or size is restocked, an automatic email is sent to everyone who signed up for that size. If multiple customers have registered, they will all receive the notification at the same time, even if only a limited number of items have been restocked. As a result, the product may sell out again shortly after the email has been sent.

• Gift purchases – exchanges, returns & claims

  To help you with an exchange, return, or claim for a gift, we need to be able to link the item to an order.
  Please make sure you have:

  • Order number, or
  • Name/email used for the purchase
    Without this information, we unfortunately cannot guarantee that we can process your request.
• How to make a return

  It’s easy to return your item if it’s not quite what you wanted.
  
  Just follow these steps: 
  https://returns.turnr.se/mayadelorez

  1. Enter your email and order number, and then select the item you want to return

  2. Select the “return” tab at the top

  3. Select the reason(s) for your return

  4. Review your return and click “save” 

  5. Choose your preferred return shipping option

  6. Complete the return

  7. You will get the return shipping instructions in a separate email

  

• How to make an exchange

  It’s easy to exchange your item if it’s not quite the right size or color.
  
  Just follow these steps:
  https://returns.turnr.se/mayadelorez

  1. Enter your email and order number, and then select the item you want to exchange

  2. Select the new product that you want to change to 

  3. Review your exchange and click “save”

  4. Choose your preferred return shipping option

  5. Complete the exchange

  6. You will get the return shipping instructions in a separate email

  

• How to make a complaint

  Experiencing any defects with your item?
  
  It’s easy to make a complaint, just follow these steps:
  https://returns.turnr.se/mayadelorez

  1. Enter your email and order number, and then select the item you want to return 

  2. Select the “complaint” tab at the top

  3. Add a comment describing the defect 

  4. Add a photo that shows the defect

  5. Review your complaint and click “save” 

  6. Complete the complaint

  7. We will review your complaint and come back to you in a separate email 

  

   

• Return policy and terms
  • When you order from our website, you always have the right to return your purchase within 30 days from the day you received it. 
  • The product(s) must be unused and in the same new condition as when it was received.
  • The product(s) must also be in its original packaging, with intact labels.
    
    Extended Return Policy
    All purchases made in November and December have an extended return and exchange period until January 15.

  Returns & Exchanges

• How much does it cost to return my package?

  We have a fixed return cost as outlined below:

  UK: 10 GBP
  US: 15 USD

  Germany: 5 EUR
  France: 10 EUR
  Finland: 10 EUR
  Netherlands: 10 EUR

  Switzerland: 11 CHF
  Liechtenstein: 11 CHF

  Sweden: 49 SEK
  Denmark: 79 DKK
  Norway: 100 NOK

  Europe (other countries): 10 EUR
  All other countries: 15 USD

  Please note: No return cost is charged for exchanges.

   

• What condition must the item be in to be approved?

  To be eligible for a return or exchange, the item must be in perfect new condition and in the same condition as when delivered.

  This means that the item must:

  • Only have been tried on, not worn
  • Be free from any odors, stains, pet hair, or signs of use
  • Be returned in its original packaging

  If the item is supplied with tags, these must be fully intact and attached.

  Items showing any signs of use or not meeting the above requirements will not be accepted and will be returned to the customer.

  We reserve the right to refuse returns or exchanges if these conditions are not met.

• What happens if my return or exchange is not approved?

  If, upon inspection, we determine that the item does not meet our return requirements, you will be notified via email.

  In case of an exchange:
  If a new item has already been shipped and you choose to keep it, we will send you a payment link for the new item.

  In case of a rejected return:
  If a refund has already been issued and the item, upon further inspection, does not meet our return requirements, we will charge the corresponding amount via a payment link.

  You also have the option to have the item returned to you, in which case you will be responsible for the shipping cost.

• Important to save your drop-off receipt for returns or exchanges

  It is important that you, as a customer, save your drop-off receipt, either physically or via email, in case something happens to the package during transit. This is required for warranties to apply and for us to be able to assist you in the best way.
  
  If we do not have tracking on packages, and if you do not have a valid drop-off receipt, we cannot approve any exchanges or returns for a refund.

• Right of Withdrawal

  For items purchased from our regular assortment, the following applies:

  • As a customer, you always have a 30-day return period from the date you received your order from us.
  • The product(s) must be unused and in the same condition as upon delivery.
  • The product(s) must be in their original packaging with all tags intact.

  Read more about our Returns & Exchanges.