Although we do a lot of pictures and descriptions of all our products, it can still be difficult to know whether the clothes you buy online really suit you, or perhaps you don't like your interior item after all. We have therefore made it super easy to return. Please follow these simple steps below.
You do not need to contact us to return your order. You just download and fill out the return form and place it in your shipping box, with the goods you wish to return. You find a link to your return form in the email we sent you, when we shipped your order, or if you have a Byflou account, you find it under "My account". Instead of using the return form, you can also place a small note with your order number on it in your return package.
Returns are paid by the customer, but you are welcome to use our prepaid return label and drop-off your return parcel at a DHL ServicePoint near you. In that case, we will deduct a return shipping fee of 9,99 EUR from your refund. Our prepaid return label is only available for shipments from EU countries, and please notice that it's not valid for larger furniture, bulky goods or oversized parcels. You can fill in and download your prepaid return label here.
If you decide not to use our prepaid return label, you must address your shipment to:
We do not accept cash on delivery parcels (COD) or packages sent without door-to-door delivery to our address stated above. Make sure your package is securely wrapped, and remember to keep the shipping receipt and the track & trace number of the package because the return is your responsibility. We recommend that you send the package back to us insured.
Please notice, the item must be returned unused and in the same condition as when received - with intact hangtags fixed to the item. It is important to underline that items without hangtags will not be taken back or exchanged.
Once we have received your return, it can take up to 5 working days for us to process your return. You will receive a confirmation mail, when the amount has been refunded. If you return your entire order, you will receive a full refund of the order amount including the shipping price (minus a return shipping fee of 9,99 EUR). If your order was shipped for free and you decide to return a part of your order, a shipping fee will be deducted from your refund, if the remaining order value is below the amount that qualifies for free shipping.
Example: 8,99 EUR shipping costs, free shipping on orders above 249 EUR
You bought two items for a total value of 300 EUR and therefore got free shipping. Now you want to return one of the items worth 100 EUR which leaves your remaining order value at 200 EUR. This amount would not have qualified for free shipping (in this example 249 EUR). Therefore, the shipping costs (in this example 8,99 EUR) will be deducted from your refund. Besides this shipping cost, we will also deduct a return shipping fee of 9,99 EUR from your refund if you use our prepaid return label, i.e. we will deduct a total of 18,98 EUR from your refund in this example.
You can check the shipping costs and the minimum order value that qualifies for free shipping in your country here.
When you shop at Byflou, you have 30 days to cancel. To use this extended right of withdrawal, you must send your order back to us within 30 days upon receipt. If we have not received the order within the 30 days, the package must be located via track & trace. Therefore, remember to keep your track & trace number because the return is your responsibility. Using track & trace, we can also see when you shipped the product.
Is an order returned too late, you no longer have the right to get a refund. Therefore, always make sure you return the package in time. As a consumer, you may of course try the product on at home, just as you would do in a physical store. Do you however take your goods in use, you can only get part of or none of the purchase amount back.
Your withdrawal right begins from the day you received the goods. If the period expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following Monday. In the case of multiple goods ordered in one order but delivered separately, or a product delivered in several batches, the period starts from the receipt of the final product. Some items are not subject to withdrawal. Furthermore, you can lose the right of withdrawal by breaking included hangtags, labels or seals. If the item is delivered sealed, you lose the right of withdrawal if you break the seal.
PLEASE NOTICE: Custom-made furniture is not covered by the right of withdrawal. You can not return any furniture that is ordered specifically for you, as this is designer furniture, and goes under the category custom made furniture. We do not have any furniture in stock, and all furniture is therefore custom made and ordered from the supplier only after an order has been placed. Read more about this in the Danish Sale of Goods Act.
Exchanges on Byflou.com are handled the same way as a return. If you wish to exchange an item for another color, size or the like, you need to send the product back to us by following the return steps described above. In the meantime, you can order the new size, color or product that you want to exchange for.
If you have been lucky enough to receive a gift, purchased at Byflou and want to return or exchange it, you can easily do this. You have 30 days to either swap for another item of equal value or to obtain a gift certificate / voucher that you can use when it suits you. This, however, within 5 years. If you find a product that is more expensive than the gift, you have the option of paying the difference and get the new product sent instead.
For you to exchange your gift, you must be in possession of the original receipt. Then, you simply follow the return steps described above. When we receive the product, we will contact you or you can email our customer service to arrange a gift card, a voucher or an exchange.