EXCHANGES AND RETURNS


EXCHANGES


VITRIN cannot administrate exchanges of items that are purchased online outside of Luxembourg. If you live in Luxembourg and want to purchase a different item, another size or color, please come by our store and we'll make sure to find a replacement for you.If you live outside of Luxembourg and you'd like to purchase a different item, another size or color, please return the purchased item and place a new order online.


RETURNS


If you wish to return an item please follow our return policy. You have 14 days to return your purchase from the day you receive your purchase to the day we received the return.


Return in Store (free of charge)


1) Send an email to: customercare@vitrin-concept.eu with your order number.

2) Bring the item you wish to return directly to the store, with the invoice and original packaging.

3) All garments must be returned in original condition, with all tags attached in it’s original packaging Shoes must be tried on a carpet surface until you have decided to keep them.

4) Please return the parcel to VITRIN Store.

5) All approved returns will be refunded within 14 days to the payment method* used for original purchase.


Return via DHL:


When using the DHL label provided with your order, VITRIN takes a 15 euro return fee for returns within Luxembourg and a 20 euro return fee for all returns coming from outside Luxembourg.

Please follow the steps below. 


1) Send an email to: customercare@vitrin-concept.eu with your order number.
2) Fill out the return form that was provided with your order. 
3) All garments must be returned in original condition, with all tags attached in its original packaging. Shoes must be tried on a carpet surface until you have decided to keep them.

4) Leave your package at your nearest DHL drop off station or arrange a pick up. DHL will then pick up your package at your preferred address. 
4) All approved returns will be refunded within 14 days after arrival to the payment method* used for original purchase. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier if the return has been purchased with a voucher, a new voucher will be issued.


If you wish to return your order with your own shipping method, the return is your responsibility. The 14 days applies from the day you receive the item until the day we receive your return.

*If you made your purchase with a promotional voucher, you will receive a refund for the amount actually paid, which was charged to you after the voucher was applied. The promotion voucher then loses its validity.


Terms & Conditions for returns: All garments must be returned in original condition, with all tags attached in its original packaging. Shoes must be tried on a carpet surface until you have decided to keep them. The right of return only applies to unworn, unwashed and defect-free items from which the labels have not been removed. Any loss of value due to wearing, washing or causing other traces of use as well as removal of the brand label, removal/damage of the original packaging, accessories, etc. will result in the return being rejected, as we cannot offer these items for sale again. In this case, the goods will be returned to the customer without reimbursement of the purchase price. If the package does not arrive to our return address & the customer does not provide us with a valid tracking no. regrettably, we cannot administrate a refund of the goods.