Can I return a product?
We will take back any product in its original packaging returned within 1 month of the receipt of your order.
Will I receive a refund?
The price of the product will be refunded in full (excluding shipping costs charged). The shipping costs of the return are at your expense. Returns are to be sent directly to our warehouse located at 1950 Kraainem, Belgium.
The refund will be made after receipt and quality control of the product.
If you qualified for free shipping upon initial the placement of your order, shipping costs will still be withheld when processing the refund of the returned products.
What are the conditions for the return?
The returned product must be in its original seal, complete and in perfect condition.
Please be aware of these conditions when returning your products.
Conditions of return
- For reasons of hygiene, cosmetic products must always be in the sealed packaging. We cannot accept packaging that has already been opened.
- Clothing can only be returned if it has not been worn or washed and if it bears the original labels when present. Undergarments can only be returned in unopened packaging.
- We can only accept returns when the order is sent undamaged, in the original packaging and in a sturdy shipping box. For products that are damaged or show signs of use, we reserve the right to refuse the return or only make a partial refund to cover the damage.
- When you return the entire order, we ask that you also return the purchase gift, if applicable. Otherwise, we will retain the value of the purchase gift in the refund amount.
Always ask for a proof of return.
Carefully open the shipping box and the original packaging so that you can reuse them to return the order if necessary.
How do I make a return?
Send us an e-mail to firstname.lastname@example.org to inform us and obtain the necessary information for the return, specifying your contact details, the order number, and the items you wish to return and why. If you can, provide pictures of that article.
I have not claimed my parcel, or I have refused the package
For packages refused or unclaimed by the recipient, only the value of the products deducted from the shipping costs incurred will be refunded. The shipping costs incurred are the responsibility of the customer.
I have received a damaged or a wrong product
We make every effort to select our products carefully and to take care of our shipments.
If a product is damaged or if we have made a packing error, send us an e-mail to email@example.com to let us know of the problem (please include photos). We will do our best to bring you the right solution.
Once the claim has been taken into account, we will offer you a partial or full refund of the order, as well as a partial or full refund of the shipping costs, depending on the situation.
Missing or damaged products/extras
We always do a thorough quality check of our products before sending them to you, to ensure a perfect product arrives. However, it is possible that things are damaged or missing upon arrival.
If the missing item is part of the sealed album (e.g. a photocard, lyrics sheet, …) there is sadly nothing we can do. Nor us, nor our supplier have the possibility to open sealed albums to check them. It concerns a manufacturing error.
If the missing item is an extra included to your purchase that we add separately (Weverse gift, Withmuu cards, SM/YG gifts, …) please email us at firstname.lastname@example.org.
If the missing item is a free extra item, we reserve the right not to send this to you separately.
If the damage concerns something within the sealed album (e.g. misprint, crooked poster, …) there is sadly nothing we can do. Nor us, nor our supplier have the possibility to open sealed albums to check them. It concerns a manufacturing error.
If your item was damaged during the shipment process, please send us an email at email@example.com with clear pictures of your damaged product, the box it arrived in, and your Order reference. You can find the latter in your order confirmation email, or in your account.
Please make sure to do this within a week of arrival of the product. We will not be held accountable for any damage reported after this time period.