RETURN POLICY

We believe it is important that you are happy with your purchase. You can return your order if it does not meet your expectations. This also applies to sale items. Products can be registered for return within 14 days after delivery. After registration, please send the return package within 7 days.

You are allowed to try the product at home. However, if the product has been used, damaged and/or washed, we unfortunately cannot accept the return.

Do you want to report a complaint and return an item?
Please email us at hello@antracite.com and we will work together to resolve it properly.

Scan the QR code on the delivery note to easily register your return via our return portal.
Or register your return via the following link:
https://www.futureship.io/return/order

In the portal, you can create a return label yourself and receive it by email. Print this label and include it with your return shipment.

Follow these steps:

1. Scan the QR code on the delivery note or go to: https://www.futureship.io/return/order and register your return via the return portal.

2. Select the items you wish to return and fill in the required details.

3. Print the return label you receive by email and include it in your package.

4. Place the new return label over the old shipping label or remove the old label.

5. Take the package to a DPD Parcelshop near you. Find a location near you:
   https://www.dpdgroup.com/nl/mydpd/parcel-shops

6. Take a photo of your label so you can track the package using the track & trace code.

Once we have received the return shipment, we will process it and issue a refund. We aim to do this within 14 working days after receipt.

RETURN OUTSIDE OF THE NETHERLANDS?

Send us an email and we will provide you with the address of our warehouse.
Return costs are not included and are at your own expense.

Returning multiple orders at the same time?

Do you have multiple orders that you would like to return together in one package?
Please send us a message specifying which items from which order numbers will be returned. We will then make a note of this and ensure that the return costs are charged only once.

What cannot be returned?

• Worn, used, damaged, or washed products

• Products that are not in their original condition

• Products without labels / original packaging

• Underwear (if the seal has been broken)

If the product or packaging is damaged more than necessary to try the product, we may charge you for the depreciation of the product. Please handle the product with care and ensure it is properly packaged when returning it.

If you exercise your right of withdrawal, the product must be returned with all supplied accessories and—if reasonably possible—in its original condition and packaging. If the product or packaging is damaged more than necessary to sell the product, we may charge you for the depreciation. Please handle the product with care and ensure it is well packaged for return.

To exercise this right, you can contact us via hello@antracite.com. We will then refund the order amount due within 14 days after registration of your return, provided the product has already been received in good condition.

Can I exchange my product?

Unfortunately, exchanges are not possible at ANTRACITE.
If an item does not meet your expectations, it can be returned. Once we have received the returned item, we will issue a refund. You can then place a new order via our webshop.

Do you have a complaint?

Please do not hesitate to contact us.

What are the return costs?

Via our Sendcloud return portal, you can easily and quickly create a return label. The cost is only €4.95 per shipment. When refunding the amount, €4.95 will be deducted per order.

When can I expect my refund?

If your purchase has been returned according to our return conditions, we will refund the purchase amount, including any shipping costs, within 14 working days. This is excluding the €4.95 return costs.

It takes a few days for the return shipment to reach us. We aim to process returns within 14 working days.

Did you place your order during the sale weeks?

Did you purchase your item during the COUNTDOWN WEEKS and are you not satisfied with it? You can return it within 14 days and receive a refund of the amount paid.

During the sale weeks, discounts are offered on various brands. These discounts vary per brand, per item, and per week. If an item purchased at a discount does not meet your expectations, you may return it. It is not possible to receive a refund of the price difference if you decide to keep the item. A refund is only issued when returning a product, for the amount you paid for it. A €4.95 return fee will be charged when processing the refund.

I placed my order using KLARNA. How does returning work?

Did you pay with KLARNA Pay Later? The amount will be refunded within 14 working days after receipt of the return package and will automatically be forwarded to KLARNA.

After creating a return label via our return portal, you can also register your return with KLARNA. KLARNA will pause the invoice until they have received the refund from us. If possible, pay for the items you kept and deduct the amount of the returned items from the KLARNA invoice.

Return address:

Hazeldonk 6308
4836LE Breda
North Brabant
The Netherlands

Do you have additional questions?

You can email us at hello@antracite.com
Or call us at +31 (0)85 – 666 7710