We want you to be completely satisfied with your purchase, and therefore we will gladly accept any unworn, unwashed, unaltered, or unused merchandise with original tags attached for a full refund or store credit within 30 days of receiving your order.
How do I return an item?
- To return an item, log-in to your account, select "My Returns" section and the correct order number from the list.
- Select the items you would like to return and the quantity for each item.
- Print out the return form and place it in your returns package.
- Send back the package ,with your included pre-paid DHL label attached, by either dropping it off at your nearest DHL location or by arranging a pick-up through DHL.
- Our warehouse will process your return within 10 business days from the date it is received.
How do I arrange a DHL pick-up ?
You can arrange a pick-up via the DHL website or by calling 1-800-225-5345. The DHL account number is indicated under "Payer acct" on your pre-paid label. If you have any difficulties setting up a pick-up, please don't hesitate to contact us and we will be happy to walk you through the process.
Everything you need to know about returns:
- What are the return fees?
US orders: there are no return fees. Please use the pre-paid DHL return label included in your package.
- When will I receive my refund ?
Your return will be processed within 10 business days from when it arrives back to our warehouse. Once processed, you will receive credit in the retun amount in your Envie de Fraise account. To receive the refund back to the original method of payment, please log-in to your account, select Store Credit section and click on the refund to the ordiginal method of payment option. The refund should appear in your account within 2-4 business days.
- What packaging should I return the item in?
Goods must be returned in their original packaging. They must be brand new (not worn or washed), intact and include any accessories they came with, such as notices, labels, etc. We reserve the right to refuse to refund the returned item if the product is not intact and in the right condition to be put back on sale.
- Can I return any item sold on Envie de Fraise?
For hygiene and health reasons, underwear items can only be returned if we mistakenly send you a product that does not match your order. In this case, they must be returned to us unopened in their original packaging.