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RETURNS

If you want to return your order, do not worry, we accept your RETURN gladly. Making a return is very easy. You have 15 days from the day you receive your order to request your return.

The refund will be made in the same method that you paid your order (credit or debit card/PayPal), the refund will be immediate after having confirmed the return, but you may be not able to see the refund until after 30 days (this period depends on each bank and we do not have any control of it).

You can choose between 2 options to send the package back to our warehouse:

o    Using your preferred transport service. (You will be responsible for all costs associated with returning your order and Intropia is not responsible for what may happen to the delivery).

o    Choose our easy pick up service, with a fixed cost that we will deduct from your refund. Check out our pick up prices per country below.

Please note that the refund process during sales or promotions can take between 8 and 10 days.

 

To request the return, you just have to follow these instructions:

If you have made your order without being registered, access VIEW MY ORDER and write your email address and order code. Then, choose VIEW MY ORDER (black button) and click REQUEST  RETURN.

If you are registered, access VIEW MY ORDER and write your email address, password and order code. Then, choose VIEW MY ORDER (black button) and click REQUEST  RETURN.

·         Choose the order you want to return.

·         Choose how you want to send us your parcel:

o    Easy pick-up service: Our courier company will collect your parcel at the address that you prefer. The price and the delivery time vary from country to country (see table below).

o    Postal return: You choose how and with which courier company you send your return. We recommend you to choose a secure service with which you can track your delivery. You must send your parcel during the return period to the following address:

HANSEN &CAWLEY 
P.I. Campo Rosso - C/Buenos Aires, 9 
28806- Alcalá de Henares
Spain

·         Choose the item/s that you want to return. Among the options, choose REQUEST RETURN. Then, select a reason for the return and click CONTINUE.

·         Check the collection information.

·         Finally, click COMPLETE.

Then, write the return number on the delivery note that came with your order or on a piece of paper. Put the return number and the items you want to return in the original box that you received. Please, remember that it is very important that all returned items are in perfect condition, have their return tag and are inside of Intropia’s box.

Unless you prefer to send it by your own means, the courier company will collect the package within the next 24-48 hours, from the date you requested your exchange order.

Intropia.com reserves the right to reject returns communicated and/or sent outside the return period, or garments that are not in the same conditions as when they were received.

HOW LONG DO I HAVE TO RETURN MY ORDER?

Items may be returned within 15 days after the delivery date.

CAN I EXCHANGE MY ORDER?

If you want to exchange an item for a different size or color, you should process the return and place a new order.

 

HAVE YOU RECEIVED MY RETURN ORDER?

If you use our easy pick up service, your order will reach our warehouse within 2-3 days. However, if you use any other traceable/insured shipping method, it will depend on the chosen service and/or courier.

At Intropia we strive to give you the best possible service. Thus, we process all return orders that reach our warehouse within 1-2 working days.

Once the return is processed and approved, you will receive an email where we will inform you that your refund has been made.

If you do not receive this confirmation within 10 days, please, contact our Customer care service and we will help you.

HOW AND WHEN WILL I RECEIVE MY REFUND?

Once the return has been approved (the items have to be in perfect condition and original labels must be intact) you will receive a confirmation email indicating the refund amount that will be paid for your item/s.

The refund will be made in the same method that you paid your order (credit or debit card/PayPal), remember that it may take up to 30 working days to be refunded on your credit card depending on your bank. If you have used store credit to purchase your order, the refund will be in store credit.

 

MY RETURN WAS PROCESSED BUT I WASN´T REFUNDED MY DELIVERY CHARGES

Shipping costs are not refunded, unless your items are faulty or your order is cancelled under the Distance Selling Regulations.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We're really sorry we’ve made a mistake with your refund!  Please, contact our Customer Service team and we'll try to solve this mistake as soon as possible.

Bear in mind that shipping costs are not refunded, except in those cases where the order was cancelled under the Distance Selling Regulations or the entire order was faulty.

If you have chosen our easy pick up service to send the package, we will deduct the return shipping costs from your refund.

IMPORTANT INFORMATION

·         All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition, please, contact us immediately.

·         Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

·         Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

·         If you send your return order by your own means, bear in mind that Intropia is not responsible for your order until it reaches our warehouse. Hence, we strongly recommend you, to use a safe transport system with a tracking method.

·         Due to hygiene reasons, we cannot accept the return of socks or stockings, unless they have not been opened, used or tried on, and remain in their original box.

 

 

EASY PICK UP SERVICE

COUNTRY

SERVICE

COSTS

Germany

GLS standard

17.50 €

Austria

DHL Express

17.50 €

Belgium

DHL Express

17.50 €

Denmark

TNT Express

17.50 €

Spain(península et Baleares)

DHL Express

0€

France

TNT standard

8,50 €

Greece

TNT standard

10,50 €

Holland

DHL Express

17.50 €

Irleland

TNT standard

10,50 €

Italy

DHL Express

17.50 €

Portugal

TNT Express

8 €

Poland

TNT Express

17.00 €

United kingdom

GLS standard

£11

Sweden

DHL Express

17.50 €