Your refund has been initiated and is currently being processed in our payment system, Mollie. Refunds are usually processed within 3 business days in the system.
1.2 Refunded
The refund has been fully processed in Mollie. The amount has been returned and is on its way to your original payment method. Please note that it may take an additional 2-5 business days to appear, depending on your payment method.
2. Requesting a refund before shipment
2.1 Request a refund before shipment
Before an order has been shipped, you can request a full refund. If you submit such a request, we will forward it to the relevant Woovin store, which will handle the processing. In most cases, requests are processed in time; however, it may happen that the package is already prepared for shipment and cannot be canceled in time. If you wish to cancel an order, please contact the Woovin team at [email protected].
2.2 Request a refund before shipment in case of delay
If an order cannot be shipped on time and the delay exceeds 3 business days, you can request a full refund at any time via the platform. Please note that the item may already be prepared for shipment and cannot always be canceled immediately. If the item is not shipped within 1 business day after submitting your request, your order will automatically be fully refunded.
3. Refunds for lost packages
3.1 We initiate an investigation with the carrier
If a customer does not receive their package, they are entitled to a full refund. This policy applies when the package is confirmed as not delivered to the customer's address. To claim a refund, the customer must contact our customer support team, provide the necessary information, and complete the required investigation form. Completing this form is important for legal purposes. Our carrier will then conduct an investigation to determine the cause of non-delivery and gather all necessary information to process the refund.
3.2 Timeframe for initiating an investigation
If a package has not yet been marked as delivered and the customer believes it may be lost, the package must have no scans for at least 5 business days before we can initiate an investigation. If a package is marked as delivered but has not been received according to the customer, the customer must contact the Woovin support team within 3 business days of the delivery confirmation. In both cases, please contact the Woovin support team at [email protected].
3.3 Investigation handling time
As a marketplace, we act as an intermediary between the customer, the store, and the carrier. As our shipments contain high-value items, we are required to first await the official investigation conducted by the carrier before we can proceed with a refund. This is necessary to determine exactly what has happened and to prevent misuse. Unfortunately, we cannot make exceptions to this process, no matter how understandable your position may be. That being said, please rest assured that you are in good hands with us. We remain in active contact with the carrier and are doing everything we can to expedite the investigation where possible. Once the carrier has completed the investigation and the outcome is clear, we will handle the matter promptly and correctly.
4. Refunds for orders refunded by the store
Due to the exclusivity and high demand of Woovin items, it may, in rare cases, occur that a store needs to cancel an order. For example, due to a challenge in stock or the logistics process. The customer will then receive the full amount back. Woovin provides a compensation, and the full amount will be processed within 3 business days after the cancellation. Woovin is happy to assist the customer in such situations. For any questions or assistance, the customer can contact [email protected].
5. Refunds for returned orders
5.1 Return handling time
Once the return shipment has been received at the store's warehouse, the store processes the return within 3-5 business days. Once your return meets the return requirements, the store will process your refund. Please note that once the refund has been processed, it typically takes an additional 3-5 business days for the amount to be credited back to your account, depending on the payment method you used.
5.2 Refunded amount
Customers will receive a full refund for their order, with the exception of return shipping costs, which are not covered by Woovin. However, if a damaged or incorrect item has been delivered, the customer will receive a full refund, including return shipping costs, to their original payment method.
5.3 Lost return shipments
For the Netherlands, Belgium, Germany, and Austria, Woovin provides customers with a return shipping label. These return labels are always sent with insurance. If a return is not correctly delivered to the store, Woovin will initiate an investigation. As described in section 3.3 of the Refund Policy, such an investigation may take some time. We will coordinate with the store and the carrier to ensure the issue is resolved properly. If you are returning an item from a country not listed above, you must create your own shipping label for the return and register it through the return portal. It is important that you return the package with insurance, as Woovin cannot be held responsible for lost return shipments.
6. Refunds for return to sender
6.1 Return to sender due to carrier error
In some cases, an issue may occur with the carrier, causing the package to be returned to the sender (the respective Woovin store). Once the package has been delivered back to the store, we will contact you to ask whether you would like to have the package reshipped. If so, we will arrange a new shipment at our expense. You may also choose to receive a full refund in this situation. The Woovin team will contact you by email to discuss your preference and handle the matter accordingly. If you notice that your package has been returned to sender and no case has been opened yet, please contact the Woovin team immediately at [email protected].
6.2 Return to sender due to customer issue
In some cases, the return to sender may be caused by a customer-related issue, such as providing an incorrect address or failing to collect the package from a service point in time. In these situations, the package will be returned to the sender. Once the package has been delivered back to the store, we will contact you to ask whether you would like to have the package reshipped. If you choose this option, new shipping costs will apply before a new shipment can be arranged. You may also choose to receive a refund in this situation. The Woovin team will contact you by email to discuss your preference and handle the matter accordingly. If you notice that your package has been returned to sender and no case has been opened yet, please contact the Woovin team immediately at [email protected].