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Customer Service

Returns

Returning my order

You have the right to withdraw the contract within a period of 14 days without specifying reasons. The withdrawal period expires 14 days after the day that you or a third party appointed by you, not being the carrier, physically take(s) possession of the good.

To exercise the right of withdrawal you must inform us that you want to withdraw the agreement via an unambiguous statement (for example in writing, per post or e-mail). You can use the concept withdrawal form (PDF) or the return note for this, but you are not obliged to do so.

In order to comply with the withdrawal period you must send your notification with respect to exercising your right of withdrawal before the withdrawal period has expired.

Return shipments are for your own risk. This means that Otrium is not liable for damaged or lost articles that have been returned. Please make sure that you always send the return shipment in a way that it can be traced and carefully keep hold of the Track & Trace code. The costs for the return shipment are always for your own account.

Roadmap for returning goods

Obviously we hope that you are happy with your article. Are you not completely satisfied with your purchase or have you made a mistake? No problem at all. You have the right to return the article within 14 days after receipt or to withdraw the order.

Follow the steps below to quickly and easily return your item(s).

Step 1: Put the articles that you want to return in the original packaging (insofar as this is reasonably possible).

Step 2: Use the return form with the order to indicate which articles you are returning and add the return form with the order. Have you lost the return form? Then you must use the standard return form. You may also use the concept withdrawal form for this but that is not mandatory.

Step 3: Take the return shipment to the nearest post office and keep the proof till we have confirmed the return.

The return address is Otrium, Handelsweg 4, 2404 CD, Alphen aan de Rijn

Step 4: The costs for the return shipment are for your own account. This is because Otrium already gives the highest possible discounts. Unless you send a return because you have receive a wrong or damaged article.

Step 5: When the return shipment has been received and processed in our warehouse, you will automatically receive a refund (the full purchase amount including any standard shipping costs) on the account used by you for the payment. In any case you will receive the refund no later than 14 days after we have been informed that you wish to withdraw your order. We may postpone the refund till we have received the returned articles or you have demonstrated that these were sent back.

If you have any questions about the return process, please do not hesitate to contact us via [email protected] or (+31) 020 221 71 84. We are happy to help you!

What do I need to return my article?

If you want to return an article you need the following:

  • The undamaged and unworn articles, insofar as reasonably possible, that you want to return
  • Sturdy packaging material
  • The return note from the box or the withdrawal form
  • The return address is: Otrium, Handelsweg 4, 2404 CD, Alphen aan de Rijn

When can I return an order?

You can return an order if you comply with the following conditions.

  • You withdraw the contract within a period of 14 days (without specifying reasons). The withdrawal period expires 14 days after you or a third party appointed by you, who is not the carrier, take(s) physical possession of the good.
  • Article must be returned unworn and in the original state with all original labels and packaging.

When will my return be processed?

After you have sent your return and we have received your return in good order, the status of the article changes to “return processed”. It may take a few days after receipt of your return shipment before it is processed.

But the full purchase amount will in any case be refunded within 14 days after dissolution.

How will I know that my returned order has been received correctly?

Your return shipment is always for your own risk. This means that Otrium is not liable for damaged or lost articles that have been returned.

Therefore you must always send your return shipment in a way that it can be traced and you have a Track & Trace code. You can use this to check where your return shipment is.

Once your return shipment has arrived it takes an average of five working days before the status of your order changes to ‘return processed’.

When will I receive my refund?

Once the status of your order has changed to ‘return processed’ it takes on average 10 working days till you receive your refund. The refund is made via the payment method that you used to pay.

Your payment will only be refunded if you reported your return in advance via the “Return” button in the “Orders” overview.

Can I exchange an article?

It is not possible to exchange an article for another article. You can always return your article if it complies with the return conditions and subsequently re-order the article you want if this is available.

How can I cheaply return an order from Belgium?

We have set up a special return process for Belgian customers. So if you are a Belgian customer you can cheaply return your order via DHL. You will then pay the same rate (€6.95) as in the Netherlands. You can find all information on the page Belgium Return Instructions.

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