Exchange items

Of course it is always possible that your new items do not quite fit as you had hoped. In that case you can exchange your items for another size (if available) for free within the Netherlands and Belgium. Outside the Netherlands and Belgium we cannot offer free exchanges. You can send the items back to us on your own, we will send you the new size for free! You must indicate within 14 days that you want to exchange your products.

Follow these steps to exchange items:

Do you need advice on which size to exchange for? If so, please emailisanoa 

• You can register your exchange through this link. Here you can download the label for exchange for free. 
• Pack the items you wish to exchange carefully (items must be unworn and have all original tags, labels and packaging for hygiene reasons we may refuse items if it is clear that this is not the case). Stick the shipping label on your package and take it to the post office. Items to be exchanged must be sent within 7 days of receiving the label.
• Once the exchange arrives at our warehouse, the new items will be shipped to you free of charge within a few business days! 

* The items you want to exchange are reserved for 28 days, if after 28 days we have not received the items you want to exchange it may be that the items can no longer be exchanged. You will then receive a store credit.

Returning items after exchange

If you still want to return items after exchanging, this must be done within 7 days after receipt of the new items. Note: Only the items that have been exchanged can still be registered for return, for other items in the order the return period is not extended, (if it is a set you can of course just return the whole set). 

 

Returning 

Our products can be returned within 14 days of receiving the package at your own expense. The products must be in original condition, (Please make sure you fit the underwear over your own underwear. For hygienic reasons, we may refuse to return items if it is clear that this has not been done). Returns must be notified within 14 days of receipt, the day the package is delivered counts as day 1. After 14 days we cannot accept returns. 

How to return your items

If you want to return something, follow these steps within 14 days:

• Report your return here to. 

• Pack the items you want to return carefully ((items must be unworn and have all original tags, labels and packaging for hygiene reasons we may refuse items if it is clear that this is not the case).  Please include a bill with your name & order number, without a name and order number we cannot tell who the shipment is from. If there is a hygiene label in an item, it must still be in there to accept a return.

• After registering, you have 14 days to take your package to the post office.

• Within 14 days of receiving the return at our warehouse, we will credit the purchase amount. 

If you have received a damaged or wrong product, please email info@isanoaintimates.nl with your name and order number within 7 days of receipt. If damaged, please include a photo.

 

return costs:

Netherlands : Letterbox parcel €4.75 - DPD normal parcel €5.00 - €6.25 DHL printerless

Belgium €7,99

Germany €10.85. 

You can NOT return the order on your own. 

Return conditions

1. Worn items will not be refunded or exchanged for hygienic reasons. These will be returned to you at your expense or discarded here. Items must still have all tags and labels and be in the original packaging. If the items are not in their original bags we will charge you 3,5 euro per item. If tags or cards have been removed from an item, the return will not be accepted. If a hygienic lining was provided, it may not be removed for exchange or refund. Items with a strong smell of smoke, sweat or hair will be charged 20% of the purchase price. 

2. We will refund the cost of your items in full minus the return charges. Our warehouse checks the status of the products and will refund only if it complies with our return policy.

3. Always send the notified items within 7 days after notification of the return. Ifan item has not reached us 4 weeks after registration it will no longer be accepted. If your return is still with us after 4 weeks it will be returned or you will receive a store credit. Purchase amounts will no longer be credited.

4. All prices for items on sale are valid only during the sale period and as such we will not credit or refund any price difference for items purchased outside of that sale period. However, items on sale may be returned. 

 

5. If you receive a gift with your order because you ordered above a certain amount, and by returning items you fall below that minimum order amount or you return the entire order, you must also return the gift. If not, the value of the gift will be deducted from the amount credited.