Returns & Exchanges
You have 14 days from delivery to withdraw from your order, no reason needed, and another 14 days after that to send the shoes back. Try them on indoors the way you would in a shop; that never costs you your refund. Start a return with the withdrawal form, or email info@paarline.com with your order number. Return postage is yours: about €7 to €9 within the Netherlands and roughly €15 to €40 from other EU countries. The binding terms are in our refund policy, and you accept them when you check out.
Two things worth knowing before you order. Norway: your right to withdraw under the angrerettlova applies in full. You pay the return postage, and the refund policy sets what may be deducted. The import VAT and declaration fee the carrier charges at your door are not ours to refund. Switzerland: Swiss law gives no automatic right to cancel an online order, so ours is a contractual one, on the same terms as in the EU. Clause 12 of the refund policy covers customs on the return.
1. Tell us
2. Post the shoes
3. Money back
What else you should know
The 14-day clock, what comes off a refund and what does not, and the two countries where it works differently.
Try them on the way you would in a shop: indoors, on a clean floor. That never costs you your refund. Wear beyond that, and we may deduct the loss in value from what we send back. The same goes for a missing shoebox, insole or lace, so send the shoebox back with them, packed inside an outer box.
You do, when it is a change of mind. A tracked parcel of this size costs about €7 to €9 within the Netherlands and roughly €15 to €40 from other EU countries, depending on the country and the carrier. Send it tracked, because until it reaches Rotterdam the receipt is what proves you posted it.
That is not a change of mind, so the postage is on us. Email info@paarline.com with your order number and a photo of the problem. We arrange the return and put it right: the same pair again if your size is still here, otherwise the money back in full.
Yes. One thing to know first. If what you keep drops below the level that earned a discount, we recalculate the order at the price that would actually have applied and the difference comes off the refund. A free gift belongs to the order you are withdrawing from, so send that back too or its value comes off as well.
If a parcel comes back to us because it was refused at the door or left uncollected, and you have not told us you are withdrawing, we refund the goods minus the return freight we actually paid to get them back. That is clause 10 of the refund policy.
Norway: your right to withdraw under the angrerettlova applies in full. You pay the return postage, we refund the delivery charge you paid us at our standard Norway rate, and nothing else comes off beyond any loss in value. The import VAT and the declaration fee the carrier charged at your door are not ours to refund. You reclaim the VAT from Tolletaten and we send you the export documents.
Switzerland: see clause 12 of the refund policy.
Withdrawal, return, faulty pair
Three different things, and they get mixed up. Withdrawal is the legal right: 14 days from delivery to pull out of the purchase without giving a reason, under EU consumer law and the Dutch herroepingsrecht. The notice is what matters. Filling in the withdrawal form starts the clock; putting the shoes in the post on its own does not.
The return is the parcel going back to Rotterdam afterwards, the practical half of the same thing. You have 14 days from your notice to do it.
A faulty pair is neither. That is a conformity claim, it is not capped at 14 days, and the postage is ours. Email us the order number and a photo and we deal with it.