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STORE RETURN POLICY
 

It is very important for us that you are happy with your purchase, and therefore, exchanging and returning items is possible, just like in any other webstore. Please see below for the general rules that apply, and for specific instructions in case you have a problem with your order. Please don’t hesitate to contact us on store@loonar.org if you have any questions.
 

Exchanging items (general):

If you ordered something, but you’re unhappy with the size or color, and you want to return it for another size or color, we can exchange the item for you under certain circumstances.

Please take note of the following rules and instructions:

  • You can only exchange items within 14 days

  • The new item you want it exchanged for has to be of the same price. (If not: see the possibilities for a total refund)

  • You are responsible for the shipping costs involved in returning the item to us. We will send the new item to you at our cost, though.

  • Items must be returned to us in the exact same condition as they were when you received them. It has to be completely re-sellable for us. Damaged, washed or worn items will not be exchanged for new items. 

  • Before you send something back, contact us on store@loonar.org. That way, we know something is coming our way, and we can directly check for you if there is a suitable item to replace it with!

  • Once you’ve contacted us, you can send the package to:

    Loonar Official Store
    Handelsweg 16
    4387 PC Vlissingen
    The Netherlands
     

  • We advise you to return the item with a track & trace number. Although it doesn’t occur very often, please take note that we are not responsible for any items getting lost in the mail.
     

Exchanging items (if damaged or if you received something you didn’t order):

If you ordered something but upon receiving it, you notice the product is damaged, or if you ordered something but the wrong item was shipped to you, we will exchange the item for you under a few circumstances.

Please take note of the following rules and instructions:

  • We have to be able to check what went wrong with your order, so before returning any of the items, start by sending us an e-mail at store@loonar.org with a description (including clear pictures) of the problem. 

  • You can only return damaged items within 14 days

  • If we can confirm the damage or other mistake on our part, we will refund:

    • The amount payed for the damaged/wrong item upon ordering

    • The shipping costs payed for the damaged/wrong item upon ordering

    • The shipping costs you payed for returning the damaged/wrong item to us. For Dutch customers, this is done by e-mailing you a pre-paid, printable postage label so that you don’t have to add postage to your package at your cost, and this label also con taints the correct return address. Customers outside The Netherlands can apply for a refund of these postage costs, but are kindly asked to contact us about this specifically prior to sending anything back to us.

    • We will only refund these costs after we received the damaged/wrong item and if we have indeed confirmed the damage and/or other mistake on our part.
       

Returning items and getting a total refund:

If you ordered something, received the item(s) in good state, but still you’re unhappy with it for whatever reason, you have the right to return the item and receive your money back (including the shipping costs you paid upon ordering), under certain circumstances.

The following rules apply:

  • You can only return items within 14 days

  • You are responsible for the shipping costs involved in returning the item to us. These will not be refunded by us. 

  • Items must be returned to us in the exact same condition as they were when you received them. It has to be completely re-sellable for us. Damaged, washed or worn items will not be exchanged for new items. 

  • We advise you to return the item with a track & trace number. Although it doesn’t occur very often, please take note that we are not responsible for any items getting lost in the mail. We will only refund items after we have actually received them and have concluded that they are in a completely undamaged and re-sellable condition.

  • Before you send something back, contact us on store@loonar.org. That way, we know something is coming our way. 

  • Once you’ve contacted us, you can send the package to:

    Loonar Official Store
    Handelsweg 16
    4387 PC Vlissingen
    The Netherlands

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