Answer: An exchange is fairly simple, the customer must notify us within fourteen (14) days after receipt of the goods of his wish to exchange or return an item - he can contact us per Email or Fax. He must then proceed to send us the items back within seven (7) days after he has notified us, at his own expense. The choice of transport method to send the items back is up to the customer, however it is the customers responsibility to make sure the goods come back sound and safe, so when you chose your transport method, make sure it’s trustworthy.

In the case of gothic clothing, we will then verify that the goods are damaged and unworn, and then proceed to exchange the item for a different size as requested. We will send the new item back, and we will cover the transport cost for sending the item back to the customer. In the case of a return instead of an exchange, rather than sending out a replacement, we will refund you for the value of the item that is returned. We will not refund the transport costs. The refund is made the same way we received the payment, ie. In the case of a bank transfer, we will transfer the money back, in the case of credit card payment, we will credit your card with the appropriate amount.

Answer: should it happen that a piece of clothing ordered from our gothic shop should not fit, exchanging it for another size is no problem at all. Just send us the item back, and we will send the right size back, as described above. In this case we share the costs, you pay for sending us the item back, and we pay transport for sending you the new clothes back. So we split the risk of ordering a wrong size with our customers.

Of course, to avoid receiving a wrong size, you should have a look at our sizing guide first, or contact our team with your measurements, and we will tell you what size would fit. In the case of an exchange and we are not able to provide you with the correct size, we will refund you for the value of the clothes.

Answer: the customer has fourteen (14) days to notify us in written form that he wishes to return the goods he has ordered from our gothic shop. This fourteen days limit shall not detract you from your statutory rights, which means that if you live in a country where the law clearly fixes the limit to a longer period of time, this period of time shall be granted to you too - like Germany, where the limit is a month. Passed that delay, any order is considered to be unreserved and accepted. You must contact our team and notify us of your desire to return the clothes as soon as possible.

After having notified us, you must return the items within a week. Should you not return the items within a week, we reserve the right to refuse the return. The reason for this is to avoid people having the parcel carelessly lying around at home. Our customers have the right to expect us to refund them fast, and we have the right to expect getting our clothing back fast.

So to sum up, if you receive something from us you want to return, let us know fast, send it back fast, and you get your money back fast too, and everybody is happy.

Answer: no, an item does not have to be damaged in order to be returned. When you order clothes or accessories from our gothic shop, if you don’t like it, you can return it, even when it’s not broken. Just inform us in timely manner as defined in our Terms and Conditions, send it back in an undamaged and unworn condition, and we will proceed to refund you or send replacement accordingly.

Answer: the customer has to pay the transport costs for sending the item back to us, whether it is an exchange or a refund. In exchange, we will pay for the transport costs for shipping the replacement out to you. We will only pay once for issuing a replacement though, all further shippings costs in excess of this one free return / exchange will be invoiced to the customer.

Answer: no, clothing that has been worn cannot be exchanged or returned. We consider any item to be worn that has been used more than the wear that is usual for trying on. The main reason for this is of course hygiene, and also, if you return an item, the next person who is going to buy it would not like to receive an item that has been worn by someone else - would you? That is why we make no exception to that rule, if it’s worn, we don’t take it back - and we thoroughly verify every item sent back to us. We owe it to our customers.

Answer: in the case of a return, we refund you for the value of the item you after returning, not the transport costs. Even if you send back all items ordered, we will refund the full items value, not the transport costs. The reason for this is simple: the transport company has already fulfilled it’s duty and delivered its service, and that service must be paid for.

We also reserve the right, in extreme cases of abuse of our returns policy, to deduct a 15% fee from the value of the items. This is a safety measure to prevent people from ordering many items for fun and then returning them all. This is something we don’t like to do, but it is the only deterrent that keeps pranksters from fooling around with mommy’s credit card.

We also reserve the right, when refunding your order, to deduct the real transport costs for your parcel, if it was a particularly heavy parcel sent to a particularly remote region and the transport costs you were billed for don’t suffice to cover the real transport costs.