If the received item does not meet your expectations, you have the right to return it within 14 days of receipt. If you choose to exercise this right of withdrawal, please initiate the return of your item(s) at your own initiative and cost.
For returning products purchased in-store, you will receive a gift voucher.
Step 1 Ensure that each item in your return shipment meets the following requirements:
- The article was delivered no more than 14 days ago.
- The item is in its original condition, without any alterations, and it is clean and unused.
- The article must be well and securely packaged, preferably in its original packaging, including inner packaging, if possible. All other protective materials should also be included if possible.
- The packaging of the item should not be written on.
Step 2 Each return package must include our completed Return Form. Your order number is provided in your (digital) order confirmation. It is essential for a swift processing of your return that you include your order number on the return form. If you do not have a printer, you can write the requested information on a note and enclose it in the package you wish to return.
Step 3 Address your return shipment to:
2516AN Den Haag
Please note that we are unable to collect return packages from a package point. Therefore, you need to address your shipment to our return address and not a package point.
Step 4 Choose a preferred parcel service. You are responsible for arranging and paying for a return label. You may return your package to us using any parcel service of your choice.
Keep the shipping receipt until you receive a confirmation of the return shipment from us, ensuring that the package has arrived at our facility.
As an alternative, you can also personally return the order to our showroom in The Hague during opening hours.
Step 5 Once your return shipment arrives at our facility, we will process it as soon as possible, but no later than within 14 days. You will receive an email from us once your return has been processed.
Parcel post, from €8.99:
For products that can be sent by parcel post you can send your product(s) back with a logistics company of your choice. Pack the product(s) well and bring them to a parcel point in your neighbourhood. The return costs are at your own expense and depend on the courier you have chosen. We can also provide you with a return label via mail, please contact us for this.
The cost of a return label provided by us depend on where the parcel with be sent from.
Within The Netherlands:
- Parcels with a max. dimension of 100 x 70 x 58 cm: €15
- Parcels with a max. dimension of 175 x 78 x 58 cm: €20
For other countries, the costs are from €19.99. Please contact us for more information.
If you are returning something by parcel post please follow these steps:
- Report the return within your account. In case of orders with multiple items you have the choice to indicate the specific return items.
- Please note: If you have placed your order as a guest, an account must be created with the e-mail address that was used to place the order.
- Package the products in such a way that damage is avoided. Address the items and send the shipment. Address: Wegastraat 33, 2516 AN in The Hague.
Pick and Return, from €28:
For products that cannot be returned as parcel post, such as furniture and folding screens, we offer a Pick and Return. This means that the product is picked up at your place by appointment and returned to us.
The costs for a Pick and Return within the Netherlands and Belgium are €28. Different rates apply for other countries. Please contact us for more information.
If you wish to exchange an item, you will need to return the item at your own expense (as mentioned above) and place a new order with the desired product. Once we receive the returned item at our warehouse, the amount will be credited within 14 days.
If an item is delivered incorrectly, damaged, or defective, please contact us within 24 hours of receipt to file a complaint.
If the item is damaged or defective, we kindly request a photo of the damage or defect. If photographing the defect is not possible, please send us an email describing the issue or contact us by phone. Once we have determined that the product is faulty (defective or damaged), we will assess whether the warranty applies and determine the appropriate steps for repair and/or shipping. We reserve the right to replace or repair the product before a refund obligation arises.
If the complaint is valid and an arrangement has been made with our customer service, Orientique will cover the shipping costs for replacing or repairing the product during the warranty period.
If you choose not to utilize the solution offered by Orientique, you have the option to return the product at your own expense. For this, you can follow our standard return procedure.