How to return?
DO YOU WANT TO MAKE A RETURN?
No problem! If you are not satisfied with one or more of the items in your order, you have up to 30 days from the date of delivery to return it for free (days are calculated from the date of proven delivery and include public holidays).
HOW TO MAKE A PRODUCT RETURN
Depending on the country you are making the return from, follow the instructions below:
Italy, Europe and United Kingdom
1. Request a return
Start the online return process and log into the return portal using your email address and order number. Select the items and choose the reasons for the return.
2. Pack the item
Place the items in the box, recycling the original order packaging. If this is not possible, use appropriate shipping packaging. Apply the return label included with the order to the outside of the box, making sure to cover or remove the forward labels.
In case you have received your order with Movopack x Brave Kid packaging, make sure to seal the packaging with the special band that is provided inside the package. The use of the zip wrapper is necessary to preserve the integrity of the package, prevent items from being lost during shipping, and to ensure that the packaging then can be reused, as per the Movopack x Brave Kid project.
3. Arrange the return
To book a pickup with DHL, simply follow these quick steps:
1. visit the DHL website.
2. select NO, on the request for a waybill creation.
3. choose the option on the drop-down menu: I HAVE A DHL waybill number.
4. confirm the reservation by clicking the NEXT button.
5. enter the pickup information with day and time preference.
To book a UPS pickup, simply follow these quick steps:
1. visit the UPS website.
2. enter your pickup information with day and time preference.
3. confirm the reservation by clicking the NEXT button.
Americas and Japan
1. Request a return
Start the online return process and log into the return portal using your email address and order number. Select the items and choose the reasons for the return.
2. Pack the item
Place items in the box, recycling the original order package. If this is not possible, use appropriate packaging for shipping. Fill out all Proforma documents included with the original order and attach them to the outside of the box along with the return label provided, making sure to cover or remove the forward labels.
3. Arrange for the return
To book a pickup with DHL, simply follow these quick steps:
1. visit the DHL website.
2. select NO, on the request for a waybill creation.
3. choose the option on the drop-down menu: I HAVE A DHL waybill number.
4. confirm the reservation by clicking the NEXT button.
5. enter the pickup information with day and time preference.
To book a UPS pickup, simply follow these quick steps:
1. visit the UPS website.
2. enter your pickup information with day and time preference.
3. confirm the reservation by clicking the NEXT button.
RETURN CONDITIONS
The products you intend to return must be returned in their original condition and box, with labels still attached and intact. Otherwise, we will not be able to accept your return and make a refund.
REFUND POLICY
We will verify and accept your return within 7 business days of receiving your package. We will make a refund of the purchased products, minus shipping costs, within a maximum period of 14 days from the date we receive the products and through the payment method you chose to pay for your original order. The refund deadline may vary depending on the payment method used.
Specifically:
- Credit card: the technical deadline to receive the refund depends on the bank that issued the card. The value date will be the same as the debit date.
- PayPal: the refund will be made directly to your PayPal account and will be processed after a couple of days. PayPal will send you a refund notification.
