Refund policy
Refund Policy
Below you'll find all the information about returns, the right of withdrawal, cancellations and refunds. We want this to be as clear as possible.
Returns and refunds are handled by:
ITSONTHETHIRDFLOOR
Muggenwegel 32 Bus 202
9070 Destelbergen
Belgium
Questions? Reach us at itsonthethirdfloor@gmail.com.
Right of Withdrawal
You have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period is 14 days from the day you (or a third party you named, other than the carrier) took possession of the goods.
To exercise this right, simply tell us clearly (an email is enough) that you wish to withdraw. You can use the model withdrawal form below, but it isn't required. It's enough to send your notice before the 14-day period ends.
Exclusions
Custom-made or personalised items (e.g. made to your specific size, fabric or design request) are excluded from the right of withdrawal, as these are made specifically for you.
Consequences of Withdrawal
If you withdraw from your purchase, we will refund all payments received, including the standard delivery cost, within 14 days of receiving the returned item back.
If you chose a delivery method more expensive than our standard shipping option, we only refund the amount equal to our standard delivery cost.
Refunds are issued to the original payment method used at checkout, unless we agree otherwise.
Return Shipping Costs
You are responsible for the direct cost of returning the item to us.
For international returns: any customs fees, import charges, or return fees charged to us by our courier (DHL/UPS) or customs authorities will be deducted from your refund.
If only part of an order is returned, the original shipping cost cannot be refunded.
Condition of Returned Items
Returned pillows must be unused, undamaged, and packed securely for transport.
If an item shows signs of use or damage beyond what's needed to check it, we may deduct a reasonable amount from your refund.
Unclaimed or Refused International Parcels
If a parcel is not collected, is refused by the recipient, or is returned to us due to unpaid customs duties:
- The original shipping cost cannot be refunded.
- Any return shipping fees, customs charges, or processing fees charged to us by our courier or customs authorities will be deducted from your refund.
Please monitor your tracking information closely to avoid delays or unexpected costs.
Damaged or Incorrect Items
If your order arrives damaged, please photograph the parcel and its contents and contact us within 24 hours so we can file a claim with our courier.
If you received the wrong item, we'll correct this and cover all associated costs.
Handmade Nature of Our Work
Each pillow is handmade. Slight variations in colour, pattern, and stitching are part of its character and are not considered defects.
How to Return Items
Please send returns to:
ITSONTHETHIRDFLOOR
Muggenwegel 32 Bus 202
9070 Destelbergen
Belgium
Please include your name, order number, and reason for return so we can process your refund quickly.
Model Withdrawal Form
(Use this form only if you wish to withdraw from your purchase)
To: ITSONTHETHIRDFLOOR, Muggenwegel 32 Bus 202, 9070 Destelbergen, Belgium — itsonthethirdfloor@gmail.com
I hereby withdraw from my purchase of the following goods:
Ordered on: ____________________
Received on: ____________________
Name of customer: _________________________________
Address of customer: _______________________________
Signature (paper submissions only): _______________
Date: ____________________