Refund policy
Returns, exchanges and refunds
This policy applies to orders placed on ept.store. Questions? Email us at cseu@eastpacific-trade.com.
1. What are the return conditions?
- You have 14 days from receiving your order to return it.
- Items must be unworn and in their original box, with all accessories. The box must not be damaged.
- Items that have been worn, are damaged, or are not in their original undamaged box cannot be refunded.
- Orders placed on ept.store cannot be returned to a physical store.
2. How do I request a return?
Email cseu@eastpacific-trade.com within 14 days of receiving your order. Include:
- your order number
- the item(s) and size(s) you want to return
- whether you want a refund or an exchange
We will reply with your return instructions and, where it applies, a prepaid return label. Please put the return slip inside the parcel.
Send your return to:
Hecny Logistics Netherlands
c/o Solotwentyfive
Hazeldonk 6308
4836 LE Breda
The Netherlands
3. How do I exchange an item?
Email cseu@eastpacific-trade.com with your order number and the item and size you would like instead. The same conditions apply as for returns (see question 1).
4. I lost my return label or return slip. What should I do?
Email cseu@eastpacific-trade.com with your order number and we will send you a new one.
5. Who pays for return shipping?
Returns are free for orders of €100 or more shipped to one of these countries:
Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.
For other orders, the return shipping costs are paid by the customer. The amount depends on the country you return from.
6. How and when do I get my refund?
- Once your return arrives at our warehouse, we process it within an average of 5 working days (Monday to Friday).
- We will email you when your refund or store credit has been issued.
- If you paid with store credit, you will be refunded in store credit, not to your bank card.
- Store credit is valid for 1 year from the date it is issued.
- Store credit given as a goodwill gesture cannot be exchanged for money.
