How do I return an item?
If for any reason you are not happy with your purchase, please fill out the return form on this page within 14 days of the delivery of the order*. After filling out the return form you have another 14 days to return your order to the following address:
* Please note: This is the date the courier marks the package as “delivered”, not the day the customer picks it up from the delivery point (if the package happens to be delivered to a point up point/neighbours). In case of store pick-up, this is the date we confirm the order is ready for pick up.
A confirmation of the return form is not necessary. However, if you’re unsure if you’re still on time to return your order, please contact us before returning your order.
When exercising your right to return an item, the shipment is paid by the customer. OnTheBlock will not compensate for returned packages lost in the return shipping, this is the customers sole responsibility. Therefor we recommend sending a return with tracking code.
Condition of the item
Within 30 days of receiving your order, you can do what’s reasonably necessary to assess the product. You may try the product as you would in a physical store. You can also remove the product from the packaging, unless the packaging contains a seal. If you have done more than was necessary to try the product (like remove the labeltags), we can not sell the product any longer and we will charge you for this.
The original shoe box is a very important part of the product and has value for many customers. If you are returning shoes, please take extra care to ensure that the box isn’t damaged. Also, always use (extra) packing material for the box.
If there is evidence to suggest that the goods have been used to a degree such as to decrease the value of the product (this also includes the items having a strong smell of cigarettes/perfume, make-up stains or soles looking used), the customer loses his/her right to exercise a return.
Once returned goods are checked and if the above conditions are fulfilled, the amount is deposited back into the customer’s account.
Pierced earrings are non-returnable for reasons of hygiene and safety.
In the event of a return, you will receive all payments, including delivery costs for receiving the product, as soon as possible and no later than 7-14 days after we have received your returned order. We will refund you with the same payment method you paid with, unless you agree with us on another method.
When your order consisted out of multiple items, and you choose to return your order partially, we will not refund your shipping costs. Also, we do not refund any shipping costs for international orders.
We currently don’t offer exchanges. If you’d like to change an item for another size/color or different item, simply return the item and place a new order.