How can I return an order?

You have the right to withdraw from the agreement within 30 days without giving any reason. This period starts from the moment you received the product.

The product must be undamaged, without signs of use, and have original labels and/or size stickers. If this is not the case, a reduction in value may be charged.

If you inform us within 30 days that you wish to cancel the purchase, you then have another 14 days to actually return the item.

If you withdraw from the agreement, you will receive a full refund of the purchase price from us within 14 days, including any shipping costs you paid with your original order.

We will refund you using the same payment method you used for the original transaction, unless you explicitly state otherwise.

N.B.: specially customized items cannot be returned.

It is not possible to request an exchange via our returns portal. Do you want to receive a different size, color, or another product? Register your return via the returns portal and choose a refund or store credit in the form of a digital gift voucher. You can then easily place a new order.

If you choose a digital gift voucher and the return value is higher than €30, you will receive a free return label for returns within the Netherlands.

During the cooling-off period, you must handle the product and its packaging with care. You may only unpack or use the product to the extent necessary to assess its nature, characteristics, and functioning.
The principle here is that, as a consumer, you may only try on and inspect the product as you would be allowed to do in a physical store.

Diminution in value
As a customer, you are liable for any diminution in value of the items resulting from their use beyond what is necessary to determine if the product meets your expectations.

The product must be unused and have the original labels and/or size stickers attached. This means you may try on slippers and/or clothing, but not actually wear them. Duvets/underblankets/pillows must not have been slept on. Please note when trying on slippers: you must try them on a soft surface (e.g., carpet) so that the soles remain clean and free from signs of use. For lanolin products, the seal must still be intact.

We kindly ask you to do everything possible to return the product neatly in the packaging in which you received it from us, with the original labels and/or size stickers and, if applicable, the original brand box. Only in this way will the product retain its full value, and we can resell it.

N.B.: For hygiene reasons, our cosmetic products are sealed. Returns are only possible if the seal is still intact. Opened items are excluded from the right of withdrawal.

Texelana does not include a return label. You can register your return via the return portal.

Return costs (costs you incur to return an item to us) are at your expense, unless an item does not meet expectations due to our fault (damaged/delivered differently than ordered). In that case, you will receive a return label from us and we will cover the costs.

If you choose a digital gift voucher as a return solution in the return portal? Then, for return values of €30 or more, you will receive a free return label for returns within the Netherlands.

If you opt for a refund, the return costs are at your own expense.

We aim to credit the payment within 5 business days. We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.

In onze retourenportaal kun je de status van je retourzending volgen. Vul via het retourformulier je ordernummer en emailadres in (net zoals je je retour hebt aangemeld) en klik op "Hervatten".
Zodra de status van je retourzending wijzigt, ontvang je hiervan een melding via email. Je kunt vanuit deze mail dan ook weer doorklikken naar de retourenportaal om de status te bekijken.

Yes, you can. You can return your order within 30 days to one of our stores, saving you return costs. We will process your return in our administration, which may take a few days.

Yes, you can. If you wish to return an in-store purchase, you can do so via our returns portal. Enter your email address and TX number (which you can find at the bottom of your receipt). Don't have a customer account with Texelana? You can contact our customer service. They can create an account for you and link the order to it. Then you can register your return via our returns portal.

You can find parcel points on the parcel carrier's website by entering your address and searching for the nearest service point.

Find DHL parcel point