Refund policy

First we have to tell you we are a very little store with very special clothes that are not very commercial, there is a lot of hard working ladies here ;) who do this for little money and a lot of love. As we do everything ourselves (otherwise it's not possible cost wise with this type of products) we are not always checking the email all the time.. so it might maybe once happen that it is lasting a bit longer then you are used to with big compagnies before we answer. :-) But we are very committed to our customers, and want to make sure you are happy.

How much do I pay for shipping?

Shipping within Germany

Standard Shipping 3-5 business days 

Cost €5.99 

Shipping within the rest of the EU

Standard Shipping 3-5 business days

Costs round €15,99

(Countries may vary, UK and NO for example is more expensive)

We always send with track and trace.

Usual conditions : 

RETURNS WITHIN GERMANY
We hope that you are pleased with your order. If for any reason you are not fully satisfied, you can return any purchases (including reduced items) within 14 days of receipt. 

For returning an item you will be responsible for paying your own shipping costs. Shipping costs of returned items are non-refundable.

Return address:

Iris van Dongen

Hotel Paris (Laden)

Mulackstr. 4

10119 Berlin

Deutschland

 

TO COMPLETE YOUR RETURN

It is sufficient that you send the item back within 2 weeks after you received the item to the adress provided above. Please send with track and trace, so nothing gets lost. All approved returns will be credited as soon as possible (currency, account and payment method as used for original purchase).

REFUNDING THE PURCHASE
Once the return has been checked by our team, we will refund you as quickly as possible. Please note:

• The refund is always credited to the payment method with which the original purchase was made

• The refund is always credited in the same currency as the original purchase

• The refund is always credited to the purchaser’s account

• If the purchase was made with a gift card, a new gift card will be issued

• The time it takes to receive your refund depends on the payment method or your credit card provider

• If your purchase was made with a promotional voucher, you will receive a refund only for the amount paid—that is, the amount charged after the voucher was applied. Furthermore, the promotional voucher will no longer be valid.

• If the purchase was made with a promotional voucher and is returned partially, you will receive a refund proportionately reduced by the value of the voucher

If 14 days have gone by since your purchase arrived at your place, unfortunately we can’t offer you a refund or exchange.

RETURN CONDITIONS
• All items must be returned in their original condition, without having been worn, washed or altered, and with tags still attached

• Merchandise must be returned in one package

• We advice to use for return shipments a trustable service. And send with track and trace, so it's not getting lost. We don’t guarantee that we will receive your returned item.

• Customised items cannot be returned.

Please do not send your purchase back to the manufacturer.
Any item not in its original condition, that is damaged or has missing parts for reasons not due to our error, can't be refunded.
Any item that is returned more than 14 days after delivery can't be refunded

SHIPPING
For returning an item you will be responsible for paying your own shipping costs. Shipping costs of returned items are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

When shipping an item you should consider using a trackable shipping service or purchasing shipping insurance.  We don’t guarantee that we will receive your returned item.

DUTIES & TAXES
CUSTOMS DUTIES AND TAXES WITHIN THE EUROPEAN UNION
No additional taxes or customs duties are charged for articles that are shipped within the European Union. The articles’ prices and shipping costs include VAT and are thus listed as gross prices.

You may be charged additional taxes or customs duties for articles that are shipped to the 'None EU' locations. 

Please note that our prices do not include Customs Duties and Taxes. Prices displayed on www.peonyrougestore.com are purely for the item alone and any applicable shipping costs are added at checkout.

For more information on taxes, duties and customs regulations please contact your local customs office directly as we are only seller and this topic is out of our domain of expertise. 

Peonyrougestore takes no responsibility for any custom duties, foreign taxes or other fees that may be imposed during the importation into your local government.

All taxes and duties differ between countries and states and therefore we are unable to provide estimated costs before delivery. These costs are made at the discretion of your local postal service and are out of our control.

While we will endeavour to inform all our customers regarding relevant import restrictions that we are aware of. Understanding such restrictions and the payment of any associated costs is considered the responsibility of the purchaser/receiver.

Shipping fees and taxes will not be refunded for packages that are refused due to tax and customs duties.

 

LOST GOODS

If your order is lost in transit or has not arrived by the estimated delivery date, we're here to help.

Please, try the following steps:

  • Check your tracking link via your confirmation email to view the up to date tracking. This is available for all carriers and some International carriers.

  • Check your delivery information provided on your order to make sure we have the correct information.

  • Check for any notification via text message, email or attempted delivery cards from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.

  • Check with any authorized person if they have received the parcel on your behalf.

  • Check on any safe areas. Couriers may have left your parcel on such areas like behind bins or in a shed, garage or porch.

  • If you have not done any of these please do so now. If you’re still having difficulties finding your parcel, please contact us with your order number. 

We will do our best to locate your -return- parcel straightaway. If it cannot be found, you will need to make a claim with your carrier with proof.

We are not responsible for lost garments we have send to you with signature and proof of delivery, which means we cannot replace nor refund in that case.