Items need to be returned within the period of 14 days after the receipt of the goods.
Do I need to pay for the return of my goods when exchanging an item?
The cost of return for an exchange is FREE within the EU as long as the Customer
· Benefited from a free delivery on its initial order (see free delivery tresholds on the Shipping & Returning page);
· Uses the return label issued by the Seller, which they will obtain when informing the Seller of their return.
If the Customer paid for their delivery in the first place (see Allan K invoice), they won’t qualify for a free return, but the return will be at their own expense (no label will be issued by the Seller).
I would like to exchange some of my goods, what should I do? How do I get the return label for a free return?
The Customer must inform us in order to receive the return label and mention which item(s) they would like to exchange and, which new size(s) and/or colour(s) they would like to receive. The Customer must inform us in writing through one of these means
· The Live Chat box on the Website
· The Contact form under the tab “Contact” on the Website
Can I exchange products of a different type or price?
Exchanges are only allowed for the same product with the exact same price, and allowed as followed:
· Bags: Different colour
· Shoes: Different size and/or different colour
I have sent my goods back to be exchanged, will I have to pay for the shipment of the new goods?
The Seller will send the new goods to the Customer for FREE as long as the initial order was above 100,00 EUR (applicable to any shipping country).
I'm residing outside of the EU, can I exchange my goods?
Unfortunately, exchanges are not allowed for countries outside the EU.
Can I exchange goods during the sales period?
During the sales period, the Seller only allow exchanges for different sizes. Exchanges for another colour are not allowed, hence bags exchanges are not allowed. The sales period is defined as
· Winter sales period: January 1st till 31st
· Summer sales period: July 1st till 31st (Summer 2020: August 1st till 31st)
I have sent my goods back, when can I expect my refund?
Upon receipt of the goods at our warehouse (non-worn item(s) in new condition and in the Original Packaging), we will reimburse the Customer’s payment within 5 working days. We will issue the reimbursement using the same means of payment as the Customer used for the initial transaction, unless the Customer has explicitly asked otherwise and we have agreed to these means.
I'm residing outside of the EU, can I return my goods and ask for a refund?
Unfortunately, Return & Refund is not allowed for countries outside the EU.
Can I return goods during the sales period and ask for a refund?
We do not accept cancellations during the sales period, which is defined as
· Winter sales period: January 1 st till 31st
· Summer sales period: July 1 st till 31st (For Summer 2020: August 1st till 31st)
My country is not in your list of shipping countries, can Allan K still ship to me?
If your country is not in the list and if you really want our handcrafted products, contact us through the webform to organise your transport. We also regularly add new shipping regions.
I'm residing outside of the EU, what about import taxes to my country?
In case of delivery outside the territory of the European Union, the Customer is informed that customs duties and other taxes may be applicable. Necessary formalities and payment of such fees and taxes are the Customer’s responsibility and can never be the responsibility of Allan K. It is therefore the Customer’s responsibility, before ordering, to check with the competent authorities all these formalities and tax requirements.
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Customer Service & Privacy
How and when can I reach Allan K's Customer Service?
Allan K’s Customer Service is accessible from Monday to Friday from 9am to 5pm CET/CEST through
· Live Chat on the Website
· The Contact form under the tab “Contact” on the Website
· Email:
· The phone number with no surcharges applicable: +32.3.230.45.21
The Allan K Customer Service will answer any inquiry sent through these means within 48 hours (Monday to Friday). The Customer Service’s operating language is English, Dutch and French.
