We hope that you are pleased with your order. If there is a problem with an item or the item does not match the description or visual portrayal, we kindly ask you to contact us as soon as possible by sending an email to firstname.lastname@example.org, with the order number in the subject line and clearly specify the issue in your email. And if, for any reason, you are not fully satisfied with your purchase, we offer you the possibility to return your order.
THE MENUE offers full refunds for returned items that are shipped to us within 14 days from the arrival of your order. Prior to the return shipment, a return must be requested by email and be approved by us. The item must be in the same condition in which it was delivered to you, which means that it is unworn, undamaged, with the label attached, and with all the original packaging.
- To return an item, please send an email to email@example.com. Specify your order number in the subject line and clearly specify the reason for the return of an item in your email.
- If your intended return complies with our return conditions (as stated above), we will send you an email with the confirmation for your return shipment. Please kindly note that any cost for the return shipment is for the customer, and that it is not allowed to return your order prior to receiving our approval, since we cannot refund orders that do not comply with our return conditions.
- When given the approval for a return, you will receive all the information needed to return your item, such as your return number, the return address, and a return form. Make sure to fill out the return form clearly and completely and include it in your return shipment to avoid any additional charges that may be applicable at local customs. For the same reason also clearly mark ‘returned goods’ on the package.
- You will need to ship the items within five days after receiving the return approval. We kindly ask you to send us an email with the used courier and tracking information when the return shipment has been dispatched.
- THE MENUE will not be held responsible for packages that are detained at customs because of lacking or insufficient documentation. Incomplete returns will be refused and returned to you. And please kindly note that the returned goods remain yours until it has reached us. Items lost or damaged in transit will not be refunded. Therefore, we strongly advise you to ensure your return shipment and use a reliable courier and shipment method.
Receiving a refund
If your intended return complies with our return policy and the item arrived at our office within seven days after you received the return instructions, we will refund the total costs of the goods through the original payment method. Please note that shipping costs, custom duties, and sales taxes are non-refundable. Returns that do not meet our return policy will not be refunded and will be sent back to you.
THE MENUE does not offer the possibility of exchanging items. If you would like to exchange an item, we kindly ask you to return your item as stated above and buy the desired item by placing a new order via our website.
After placing an order, you can request a cancellation, but only before shipment of the order. A cancellation can be requested by sending an email to firstname.lastname@example.org. Specify your order number in the subject line and clearly specify the desired cancellation in your email. If your cancellation is approved, you will receive a full refund deducted by the transaction fee of 2.9% of the total order amount.