Returns & Exchanges

• Exchange shipments are delivered to your nearest pick-up point
• 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

• Refund to bank account or voucher

  When setting up your return, you can choose to receive a refund to your bank account or a voucher with 15% extra value to use on your next order.

  Please note that vouchers are non-refundable once they have been used for a purchase. If you accidentally set up your return as a voucher, please contact our customer service via the contact form.

• 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.