Exchange and Return Policy

Exchanges and returns at Pepz

You may exchange or return your products within 14 days, except for personalized products. These are non-refundable by default. 

The condition for making an exchange or return is that the products are not used or damaged, and need to be returned with original tags and packaging. Pepz customer service also needs to be notified no more than 14 days after you have received the products. This may be done through telephone on +31. (0) .20.8946123 or via email to klantenservice@pepz.nl. Upon initial contact, you will receive further instructions for exchange and return.

From the Netherlands, you can return packages to Pepz for free as an unstamped return.
From outside the Netherlands return packages need to be sent pre-paid to Pepz.
Remember to include your return form and original/copy of invoice upon returning products.

Please note:
Customized items cannot be returned as they are personally designed. This would for instance be t-shirts with your print or name design and personal gift-wrapping and cards. 

Exchange and Return Conditions

You have the right to return or exchange your products without providing a reason within 14 days after receiving them. However, the following conditions apply: 

1. After receiving your products, an e-mail must be sent within 14 days to Pepz customer service with notification of your wish to return or exchange your order. 

2. The returned products must be unused and undamaged, as well as returned in the original packaging. The package must be shipped pre-paid and include a copy of your purchasing invoice. Note that the risk of loss or damage during transportation is for the sender.

3. Post-paid shipping will not be accepted by Pepz at any point and will be returned to the sender.

4. If you for some reason have received the wrong order, ensure to notify Pepz customer service immediately for us to be able to look into the matter. We will reimburse any incurred shipping costs in full, except if the customer personally ordered the incorrect product or size. 


Are there any shipping charges for exchanges and returns?

Returning a product for another product - When it comes to exchanging an item for another item, you do not need to pay for shipping again. However, if you wish to include another product together with your exchange item there will be a shipping charge for the second product. 

Returning a product for refund of expenses - If you wish to return a product and receive your paid amount back the amount refundable will be the actual product price. This means that shipping fees will not be refundable, and neither will personalized items. Exceptions only apply if there are valid reasons, and you may file a complaint with Pepz if you feel this is applicable for you.

Depending on how you have paid, the processing time of refunding your credit is:

Paypal, bank transfer, pin - Maximum five days after your exchange/return has been processed. The amount is deposited back into the account that you originally paid from.
Credit Card- Maximum five days after your exchange/return has been processed. The return entry will be visible on your next credit card statement