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.
1. Tell us
2. Post the shoes
3. Money back
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, both ways. Email info@paarline.com with your order number and a photo of the problem, and we arrange the return. You choose: a replacement pair or a repair. If neither is possible, if it takes too long or causes you serious trouble, if the fault comes back, or if the fault is so serious that you can't be asked to wait for a repair, you get a price reduction or your money back in full.
Yes. We work the second-pair discount out again on the pairs you keep, and the difference comes off the refund. Two pairs at €44.99 cost €83.24, because the second pair costs €38.25 after 15% off. Return one and you get €38.25 back: the pair you keep goes back to its full €44.99. With a €44.99 pair and a €59.99 pair, the cheaper pair gets the 15% and the order costs €98.24. Return the €59.99 pair and you get €53.25 back; return the €44.99 pair and you get €38.25.
A faulty pair or a size swap keeps the discount. Send the whole order back and you get everything you paid. Orders that got the old 5%/10% discount keep that rule. 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.
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. Sending the withdrawal form is what counts. Putting the shoes in the post without telling us is not enough.
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.
