Frequently asked questions about returns
Return costs
We will cover part of the return shipping costs. For the remaining part, we charge a contribution per returned item.
- The Netherlands — €2 per item
- Belgium and Germany — €5 + €2 per item
These costs will be automatically deducted from your refund. You do not need to pay anything separately.
Are you returning from another country? In that case, you will pay the full cost of the return shipment. No additional amount will be charged per returned item.
How do I return from the Netherlands, Belgium or Germany?
- Register your return via our returns page and select the items you wish to return.
- Receive your return label. We will review your request within 24 hours and send you a return label with a QR code by email. We automatically choose the most cost-effective option between PostNL and DHL.
- Pack your items. Where possible, use the original packaging your order arrived in.
- Drop off your parcel. Have your QR code scanned at the drop-off point indicated on your return label.
Once your return arrives at our warehouse, we will inspect the items and process your return. We aim to do this within a few business days. During busy periods, this may take a little longer.
How do I return from another country?
Do you live outside the Netherlands, Belgium, or Germany? Then you will arrange the return shipment yourself.
- Register your return using the return form.
- Receive the return address. We will review your request within 24 hours and send you the return address by email.
- Send your return. You choose a carrier yourself and pay the full return costs.
We recommend always sending your return with track & trace.
How long do I have to register my return?
You have 14 days after receiving your order to register your return.
Can I return my order without registering the return?
No. You must register your return in advance via our returns page or by email. We cannot process returns that have not been registered in advance.
Can I try an item on at home?
Yes. You may try on an item as you would in a store. However, please ensure that the item is not worn, washed, or damaged and shows no signs of use.
What if my item has a stain or a sign of use?
We inspect every returned item upon receipt. If an item has been worn, washed, or damaged, we may refuse a full or partial refund or apply a reduction in value. You will always be informed of this via email.
Can I return sale items?
No. Sale items cannot be returned.
Can I exchange my item?
We do not offer exchanges at this time. You can return the item and then reorder the desired item.
Who pays for return shipping?
For returns from the Netherlands, Belgium, and Germany, you pay a fixed contribution. This will be automatically deducted from your refund.
For other countries, you are responsible for the full cost of the return shipment.
Why do I pay return costs?
Returns incur costs and have an environmental impact. By charging a portion of these costs for returns, we can keep our prices as competitive as possible and encourage more mindful returns.
Can I return multiple items in one return shipment?
Yes. If you wish to return multiple items from the same order, you can send them back together in one return shipment.
Can I return items from different orders together?
Yes. If you wish to return multiple items from multiple orders, you can send them back together in one return shipment. However, please register each order separately so that we can process your return correctly. In the comments section of the return form, please indicate that it involves multiple orders.
How do I know if my return has arrived?
For returns with a NOHI NATURAL return label, you can track the shipment using the tracking information.
Are you sending a return yourself? Then keep your proof of shipment and track & trace code until your return has been fully processed and refunded.
Who is responsible for my return shipment?
For returns that you send yourself, you are responsible for the package until it has reached us. Therefore, always keep your proof of shipment and track & trace code.
NOHI NATURAL is not responsible for returns that are lost or damaged during transit.
My return has gone missing. What should I do?
Contact the carrier and use your proof of shipment and track & trace code to have the shipment investigated.
Did you use a NOHI return label? Please contact the carrier first. If you are unable to resolve the issue with the carrier, please contact us at hello@nohinatural.com and include your order number.
When will I get my money back?
Once your return has arrived with us, we will check the items.
After approval, we will refund the amount within 2 business days via the original payment method, minus the applicable return costs.
Your bank may then take another 1–2 business days to credit the amount to your account.
What happens if my return is rejected?
If an item does not meet our return conditions, we will contact you. Depending on the condition of the item, the refund may be wholly or partially refused, or a reduction in value may be applied.
I haven't received my money yet. What should I do?
First, check if your return has been approved by us. Once approved, we will process the refund within 2 business days. After that, your bank may need an additional 1-2 business days.
Has it been more than 15 business days since your return was approved and you haven't received anything yet? Please contact us at hello@nohinatural.com with your order number.
My item arrived damaged. What should I do?
Check your order as soon as you receive it. Has an item arrived defective or damaged? Please contact us as soon as possible at hello@nohinatural.com.
Include your order number and add photos of the item and the packaging. We will assess the problem and find a suitable solution.
I received the wrong item. What should I do?
Please contact us as soon as possible at hello@nohinatural.com and include your order number. Let us know which item you received. We will be happy to assist you further.
Can I return items from outside the EU?
Yes. You arrange the return yourself and pay the full return costs.
Please note that customs or import duties may apply to returns from outside the EU. Make sure your return is declared correctly and all necessary documents are filled in accurately.
What happens if my return from outside the EU is held by customs?
Any unpaid shipping, customs, or import fees may result in us being unable to accept your return.
Therefore, please carefully check the return address and customs documentation before shipping your package.
What if I use the wrong return address?
Always check the return address you received from NOHI NATURAL. NOHI NATURAL is not responsible for returns that do not reach us due to incorrect addressing.