Refund policy

Not completely happy with your purchase? You can return your order within 14 days.

Cooling-off period (right of withdrawal)

You have the right to withdraw from your order within 14 days of receiving it, without giving a reason. After notifying us, you have another 14 days to send the product back.

The easiest way to withdraw is through our returns portal. You can also email info@dutchsuitcase.nl.

How returns work

  1. Register your return through the returns portal (log in with your email address and order number).
  2. Within 3 working days you will receive return instructions from us with the correct return address. In some cases we include a return label — this is not the case for every return.
  3. If you receive a return label from us, the cost is €6 per label (for multiple parcels, this applies per parcel). This amount is deducted from your refund.
  4. If you do not receive a return label, you arrange the return shipment yourself and the shipping costs are at your own expense. Always ship with a carrier that offers track & trace (such as PostNL, DHL or DPD) and keep your proof of shipment.
  5. Pack the item carefully, preferably in its original packaging.
  6. Wait to ship until you have received our return instructions — the return address differs per product and may be outside the Netherlands. That way you can be sure your parcel arrives safely.

Please note: our return address is not a visiting address. Personal drop-off is not possible.

Conditions

  • You may unpack and inspect the product as you would in a shop. If a product has been used or damaged and has lost value as a result, we may deduct that loss in value from your refund.
  • Custom-made or personalised items are excluded from the right of withdrawal.

Refund

  • We process your return within 7 days of receiving it. The refund is then made within 7 days via the same payment method you used for your order. You will receive a confirmation by email.
  • If you return your entire order, we also refund the original shipping costs. For a partial return, we refund the amount of the returned items.
  • If you received a return label from us, the €6 per label is deducted from your refund.

Refund not received yet?

First check your bank account; with credit cards, processing can take a few days. Still nothing after that? Email us at info@dutchsuitcase.nl.

Exchanges

Want a different size or colour? The quickest route: return your item through the returns portal and place a new order right away. If your item was delivered defective or damaged, we will replace it free of charge.

Received damaged or defective?

Let us know as soon as possible — preferably within 48 hours of receipt — via info@dutchsuitcase.nl with clear photos of the damage and the product label. We will arrange a suitable solution: replacement, repair or refund. In that case, the return costs are of course on us.

Responsibility during return shipping

Send your return with track & trace and keep your proof of shipment. Until it is delivered to us, you are responsible for the shipment; with a traceable shipment and proof of shipment you are always in a strong position.

Contact

Questions about returns? Email info@dutchsuitcase.nl — we reply within 48 hours (Mon–Fri 09:00–17:00).