Refund policy
Not right? No problem. You have 14 days after delivery to change your mind. You can choose a refund, store credit with a bonus, or a new size.
1. Your 14 days to change your mind
You can withdraw from your order within 14 days, without giving a reason. The 14 days start the day after you (or someone you chose) receive the order. If your order arrives in more than one parcel, they start the day after the last parcel arrives.
To withdraw, tell us before the 14 days are over. You can do this in any of these ways:
- Our online button: Withdraw from contract here. You get a confirmation by email right away.
- Our returns portal, which also makes your return label.
- Email to support@buchan.store.
- The withdrawal form. Using it is optional.
After you tell us, you have another 14 days to send the items back. It is enough to post them before those 14 days end.
2. Pre-orders
You can cancel a pre-order for a full refund within 7 days after you order. From day 8 until it ships, you can cancel for the full value as store credit. If your pre-order is late, you can always get a full refund. All details are in our Pre-order Policy. In the EU, EEA and UK you can cancel a pre-order for a full refund at any time before it ships.
After delivery, your 14 days to change your mind start the day after the order arrives, just like any other order.
3. Trying things on
Try your items on the way you would in a shop. If an item comes back worn, washed or damaged more than that, we may take off the loss in value from your refund. We always tell you first and explain why. We never refuse your withdrawal.
Some items cannot be returned once the hygiene seal is opened: underwear, socks and pierced jewellery. Swimwear can be returned if the hygiene liner is still on. A set that is sold as one product (for example a bundle) is returned as a whole. Gift cards can be cancelled within 14 days after purchase, as long as they are unused.
4. Your refund
When you withdraw, we refund everything you paid for the returned items, including the standard shipping cost of your order. If you return only part of an order, the shipping is refunded when you return the whole order. If you chose a more expensive shipping option than our standard one, we refund the cost of standard shipping.
We refund within 14 days after you told us you withdraw. We may wait until we have the items back, or until you send us proof that you posted them, whichever comes first. We refund with the same payment method you used, unless you ask for something else. You never pay a fee for the refund.
Instead of a refund, you can choose:
- Store credit, with 10% added on top of the value of the returned items. You get it as soon as we receive the return.
- A new size or colour. Choose store credit and place your new order straight away.
5. Return shipping costs
You pay the cost of sending the items back, unless the item is faulty, damaged or not what you ordered. Then we pay. You buy the label in our returns portal and you see the price before you confirm. We do not take any other costs off your refund.
| Returning from | Label price |
|---|---|
| Belgium | €10 |
| Netherlands | €10 |
| Germany | €10 |
| France | €10 |
| Other countries | Shown in the portal before you confirm. No portal label for your country? Email support@buchan.store and we tell you the cost first. |
6. Faulty or damaged items (legal guarantee)
Every item has the 2-year legal guarantee. This is your right by law, not an extra from us. If an item is faulty or not as described, you can ask for a free repair or a replacement. If that is not possible, or does not happen in a reasonable time, you can ask for a price reduction or your money back. A fault that shows up in the 2 years after delivery is presumed to have been there at delivery, unless we can prove otherwise.
Please tell us within 2 months after you notice the fault: email support@buchan.store with your order number and a photo. For a faulty, damaged or wrong item we pay all shipping costs. A parcel damaged in transport counts as a faulty item.
7. Cancelling before it ships
Changed your mind before your order ships? Email support@buchan.store with your order number. We cancel it and refund you in full, including shipping. Pre-orders follow section 2 and our Pre-order Policy. Once an order has shipped, you can still withdraw when it arrives (see section 1).
8. Questions or complaints
Email support@buchan.store. We answer within 5 business days. If you are not happy with our answer, you can also contact the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), Koning Albert II-laan 8 bus 1, 1000 Brussels, consumentenombudsdienst.be.
Buchan Company BV · Wittemolenstraat 61, 9040 Gent, Belgium · Company no. 0789.938.603 · VAT BE0789938603 · support@buchan.store
