Customer service

Returns at GENTS

We want to make returning as easy as possible. Below you can read how to register your return, what options you have and which conditions you should consider.

Register return?

Arrange your return quickly and easily via our return portal.

Return registration
Free returns with store credits

If you choose a refund in store credits when registering your return, you will receive via Returnista a free return label.

14-day reflection period

You have the right to cancel your order up to 14 days after receipt.

Return up to 30 days

After 14 days, returns are still possible up to 30 days after receipt, provided you have reported your return in writing within the first 14 days.

Free label with store credits

If you choose store credits, you will receive a free return label via Returnista.

Conditions

Return conditions

  • Products must be returned unworn, undamaged, and with all attached labels.
  • You may try on items as you would in a store.
  • Make sure products are not worn, washed, or damaged when you return them.
Step-by-step plan

How can you return your order?

1

Register your return

Easily register your return via our return portal:
gents.returnista.com

2

Choose your return method

Choose store credits, return in a GENTS store, or return yourself via a carrier of your choice.

3

Drop off or send your return

Follow the instructions in the return portal and preferably always add your order number or return confirmation to the package.

Return portal

Register return via Returnista

We recommend registering your return in advance via Returnista. This allows us to process your return faster and it remains visible to you when your return has been received and processed.

If you choose store credits, you will receive a free return label. If you choose a refund via the original payment method, return costs may apply via the return portal.

Options

Your return options

Returns via Returnista

The fastest and clearest way to arrange your return. You immediately see which options are available.

Returning in a GENTS store

Do you want to return your online order in a GENTS store? Then first register your return free of charge via Returnista. This way, the store can process your return faster and correctly.

Then take your invoice or order confirmation with you to the store.

View our stores

Return yourself

Do you want to choose a carrier yourself for your return shipment? Then first register your return via Returnista and choose there for the option ‘Return yourself’.

GENTS HQ
Lemelerbergweg 15
1101 AJ Amsterdam
Netherlands
Carriers

With which carriers can I return?

Within our return portal, you can choose from various carriers. This way, there is almost always a suitable return option nearby.

  • DHL
  • DPD
  • GLS
  • PostNL parcel lockers via GLS

For international return shipments, GLS is available as a shipping option.

In the Netherlands, GLS works together with PostNL. This allows you to also use the PostNL parcel locker network via Returnista. That is convenient when you want to drop off your return at a time that suits you.

Store credits

Store credits

Store credits are valid indefinitely and do not have to be used all at once. You can use your store credits as a payment method in our webshop. The remaining balance remains available for a next order.

Frequently asked questions

Frequently asked questions

How can I return my order?

You can easily register your return via our return portal. After registration, you will receive further instructions for returning your order.

With which carrier can I send my return?

Via Returnista, you can choose from DHL, DPD, GLS, and PostNL parcel lockers via GLS. For international returns, GLS is available.

Can I also drop off my return in a parcel locker?

Yes. Through GLS, you can use the PostNL parcel locker network in the Netherlands. This way, you can drop off your return at a time that suits you.

Can I also return my online order in a GENTS store?

Yes, that is possible. We do ask you to first register your return free of charge via Returnista, so the store can process your return correctly and faster.

Where should I send my return if I ship it myself?

First register your return via Returnista and choose ‘Return yourself’. Then send your package to:

GENTS HQ
Lemelerbergweg 15
1101 AJ Amsterdam
Netherlands

What happens if I do not register my return?

We recommend always registering your return in advance via Returnista. Without a return registration or order number, it may be harder to identify the order, which can delay processing.

When will I receive my store credits?

When you choose store credits, these will be granted as soon as your return has been processed by us. Store credits do not expire.

Additional information

Defective or damaged items

Have you received an item with a defect or damage? Please contact our customer service first before you return the product. We are happy to help you with a suitable solution.

Responsibility for your return shipment

You are responsible for the return shipment until we have received it. Therefore, always keep your shipping proof safe.

If a return package is lost or delayed during transport, you must contact the carrier yourself.

Returning purchases in our stores

Items purchased in one of our physical stores can be exchanged or returned within 14 days, provided you can show the original purchase receipt.

Refund

Refund

As soon as we have received your return, or once you have proven that you have sent the package, we will refund your purchase amount as soon as possible and no later than within 14 days.

Refunds will be made via the same payment method you used, unless otherwise agreed.

Attention
  • Insufficiently prepaid return shipments will be withheld at your expense.
  • If the remaining order amount after your return falls below €75, shipping costs may still be charged.
  • If your return causes the minimum order amount of a discount promotion or discount code to be unmet, the discount will automatically be voided.
Return registration