Returns & Refunds

RETURNS AND REFUNDS

We want you to be completely happy with your Remalovinda order. If something does not fit or simply is not right for you, you can return it. As a consumer, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

BEFORE YOU RETURN

Finding the right size
Please check the size guide on each product page before ordering. If you are unsure which size to choose, send us a message at info@remalovinda.com and we will gladly help.

Trying items on
Try your new clothes on at home just as you would in a shop. Keep all labels and tags attached until you are sure you want to keep the item, so a return stays simple.

Keeping the packaging
Hold on to the original packaging until you have decided to keep your order. It makes sending items back much easier.

RETURN CONDITIONS

Return period: You can return items within 14 days of receiving your order.

Condition of items: Items should be returned unworn, unwashed and in their original condition, with all labels attached and, where possible, in their original packaging. If an item has been handled beyond what is needed to check its nature, characteristics and fit, we may deduct an amount that reflects its loss in value.

Return shipping costs: The cost of returning items is paid by the customer, unless the item you received is faulty, damaged or not what you ordered. In those cases, we cover the return costs.

Exceptions: Items made to your personal specifications or clearly personalised for you cannot be returned, unless they are faulty.

HOW TO START A RETURN

1. Email us at info@remalovinda.com with your order number and the items you would like to return.
2. We will reply with the return address and the next steps.
3. Pack your items securely and include your order number or delivery note in the parcel.
4. Send your parcel back to us within 14 days of telling us about your return. We recommend using a tracked shipping service and keeping your proof of postage.

Please send a separate return for each order.

Once your return arrives, we usually check it within 3 to 6 business days.

REFUNDS

When we have received and checked your return, we will let you know by email. We will refund the purchase price, including the original standard shipping cost, no later than 14 days after we receive your withdrawal notice. If you chose Insured Express Shipping, only the cost of standard shipping is refunded, as standard shipping is free.

Refunds are made using the same payment method you used for your order. We may hold the refund until we have received the items back or you have provided proof that you have sent them, whichever comes first.

If you have not received your refund after this time, please contact us at info@remalovinda.com.

EXCHANGES

Would you prefer a different size or colour? Contact us at info@remalovinda.com with your order number and the item you would like instead. If it is available, we will arrange the exchange for you. If you prefer, we can also issue store credit instead of a refund.

FAULTY OR DAMAGED ITEMS

If an item arrives faulty, damaged or incorrect, please let us know as soon as possible at info@remalovinda.com with a short description and a photo. We will arrange a replacement or refund and cover the cost of the return. Your statutory guarantee rights remain fully in place.

WITHDRAWAL NOTICE

Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party named by you who is not the carrier, take possession of the goods.

To exercise your right of withdrawal, you must inform us (Maison Mastour B.V., Pont Léopold 12, 4800 Verviers, Belgium, email: info@remalovinda.com, phone: +49 163 1006304) of your decision to withdraw from this contract by a clear statement, for example a letter sent by post or an email. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is enough for you to send your notice before the withdrawal period has ended.

Effects of withdrawal
If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (except for any additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery we offer), without undue delay and in any case no later than 14 days from the day we are informed of your decision to withdraw. We will use the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. You will not be charged any fees for this refund. We may withhold the refund until we have received the goods back or until you have supplied proof that you have sent them back, whichever is earlier.

You must send back the goods without undue delay and in any event no later than 14 days from the day on which you inform us of your withdrawal. The deadline is met if you send the goods before the 14 day period has ended. You bear the direct cost of returning the goods. You are only liable for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract.)

To: Maison Mastour B.V., Pont Léopold 12, 4800 Verviers, Belgium, email: info@remalovinda.com

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods:

Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

QUESTIONS

If you have any questions about returns, refunds or exchanges, we are here to help.

Remalovinda
Maison Mastour B.V.
Pont Léopold 12
4800 Verviers, Belgium
Email: info@remalovinda.com
Phone: +49 163 1006304