Returns

Do you have a question about returns? You will find the frequently asked questions below. Is your question not answered on this page? Feel free to contact our Consumer Care Department. We are glad to help you!

Niet tevreden over een artikel? Dan kun je het artikel retourneren. Voor een snelle en goede verwerking van het teruggestuurde artikel, is het van belang dat de pakbon van het pakket aanwezig is. Zorg er daarnaast voor dat je de artikelen altijd terug stopt in dezelfde verpakking/hetzelfde plastic zakje als waar je het uit gehaald hebt. Daarop zitten namelijk stickers die alle benodigde informatie bevatten om het retour goed en snel te kunnen verwerken.

Je kunt je pakket afgeven bij een PostNL servicepunt of op het postkantoor. Je hoeft hiervoor geen afspraak te maken. Klik hier om te zien wat het dichtstbijzijnde PostNL servicepunt bij jou in de buurt is.

If you are not satisfied with an item, it can be returned. This also applies to items purchased as part of a promotion or sales items. You have the right to return an item within 14 days without stating a reason (right of withdrawal). Within this period of 14 days, you can inspect and fit the item, just like you would in a store. The withdrawal period expires after 14 days from the day on which you, or a third party designated by you - other than the carrier - acquires physical possession of the goods. In order to exercise the right of withdrawal, you must inform us of your decision to revoke this agreement by an unequivocal statement (e.g. written, by post, fax, or email). You can use the model withdrawal form (PDF), but you are not obliged to do so. In order to comply with the withdrawal period, it is sufficient to send your statement regarding the right of withdrawal before the withdrawal period has expired. Consequences of withdrawalIf you revoke the agreement, we will refund all payments you have made up to that moment, including delivery costs (with the exception of any additional costs resulting from your choice for a different method of delivery than the cheapest standard delivery provided by us) and in any case not later than 14 days after we have been informed of your decision to revoke the agreement. We will refund your payment using the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise; in any case, no costs will be charged for refunding your payment. We may wait to refund your payment until we have received the returned goods, or you have supplied evidence of having sent back the goods, whichever is the earliest. You must send back the goods or hand them over to us without delay, but in any case no later than 14 days after the day on which you have notified us of the decision to revoke the agreement. You are in time if you return the goods before the 14-day period has expired. You will have to bear the direct cost of returning the goods. If the item is returned to our freepost number, no return costs will be charged. You are only liable for the depreciation of the goods resulting from the use of the goods which goes beyond what is necessary to determine the nature, characteristics, and functioning of the goods. Products with a hygiene strip may only be returned if this strip has not been removed. If you remove the strip, these products cannot be returned.
When you hand in your returns at a PostNL service point, you will receive a PostNL Track & Trace code that allows you to track your returns on the PostNL website. When we subsequently receive and process your returns, you will receive a confirmation of goods returned by email. The new invoice or the amount to be refunded is also stated in this email.
Within the return period of 14 days, your order can be returned free of charge. If the entire order is returned, the shipping costs charged will be corrected. If you keep part of your order, you will have to pay the costs for preparing, checking, transporting and delivering the order (in the amount of €4.95).
You cannot exchange one item for another, but you can place a new order through the webshop. However, shipping costs will be charged again for processing and delivering your new order. If the total amount of the new order exceeds €20, no shipping costs are charged.
If you decide to return part of your order within the return period of 14 days, you only have to pay for the items you decided to keep (+ any shipping costs). After we have received your returns, you will receive an email with the amount to be refunded. This amount will be paid into your account within 14 days.
Immediately after receiving the item, check if it is not damaged and complete. If the item is damaged, please contact us to report this. Send us a clear and complete description of the damage and include a photo of the damage. Make sure the photo clearly shows where the damage can be found. Send the photo to kwaliteit@ltencate.com. We recommend sending the photos to us as a ZIP or JPEG file. We will process your request as soon as possible after receipt.
Yes, you can return several orders in one box. However, make sure to include the packing slips of the various orders.
You can return all items ordered at ten Cate, provided the price tag is still attached and the hygiene strip in our underwear has not been removed.