Return, Exchange & Refund Policy
If you're not satisfied with your purchase for whatever reason, we will be glad to accept return of new, unused, unwashed and unopened merchandise (all tags/packaging must be intact and uncut) in the original condition in which it was received within 30 days of receiving your products for a refund or store credit of the purchase price. This, however, does not include the shipping and payment processing fees (if applicable).
How to Initiate a Return or Exchange
Please contact us to initiate a return or exchange prior to returning any portion of your order. We will answer you in a timely matter and authorize a return/exchange.
About Refund
If you chose to receive a refund for your order in the method which you paid with, you will receive a full refund minus shipping and processing fees that we incur on behalf of your order. For example:
About Shipping
Buyer is responsible for shipping the item back before the end of the 30-day period at their own expense; that means it is the duty of the buyer to pay for any shipping and packaging fees that may occur for returning the item. Buyer may choose their own method of shipping. We are not responsible if the package that is returned to us gets lost or damaged in the mail.
Returns on orders received with free shipping are subject to initial shipping charges (not applicable if you use the local pick up method). Free shipping applies to items kept. If store credit is chosen as method of refund, then we will waive this charge.
Alternatively, the buyer can also drop off the return at our headquarters in Zürich Kreis 4 and waive this charge.
All returns must have all original product packaging intact (if applicable).
Final Sale
Items from the Marketplace and Clearance/Sale sections are final. This means that we will only accept an exchange for the same product in a different size and or print/color of the same product and price, or return the product if there has been a mistake made on our part.
Returning a Fluffy Bundle Package
Fluffy Bundle packages must be returned complete. If it's not returned complete, buyer will be charged full retail price for those items kept.
Free Gift or Promo Item
Any free gift or promotion product that might have been received with your order must be returned in new and unused condition. If the free gift or promotion is not returned or has been used, your refund will be reduced by the retail value.
Exchanging a Product
At this time, our e-commerce system does not allow us to do a seamless product exchange. If you would like to exchange an item, please contact us. In general, if the item you exchange is of equal value, you will only have to pay for the shipping. If the value is less (including shipping), we will issue you a refund or store credit; if the item you exchange costs more than the original item, we will send you an invoice that you will have to pay within a reasonable period of time. We apologize for any inconvenience this might cause you.
How Long Will It Take to Receive a Refund?
Please allow up to 5 business days after we have received the returns for processing the refund back to your Credit Card or Paypal account. You will be notified by mail when we have started the refund process.
How to Initiate a Return or Exchange
Please contact us to initiate a return or exchange prior to returning any portion of your order. We will answer you in a timely matter and authorize a return/exchange.
About Refund
If you chose to receive a refund for your order in the method which you paid with, you will receive a full refund minus shipping and processing fees that we incur on behalf of your order. For example:
- For any credit card refunds, you will receive back the full amount minus shipping fee and 2.9% (of your total refund) + CHF 0.30 fee.
- For any Paypal refunds, you will receive back the full amount minus shipping fee and 3.4% (of your total refund) + CHF 0.55 fee.
- Refunds for any other payment methods (e.g. bank transfer) will not incur a fee and you will receive a refund for the full amount minus shipping fee.
- You may also avoid the processing fees if you:
- Exchange your order for other item(s) of equal or greater value, and pay the difference of the value (if applicable) accordingly.
- Receive a store credit as your refund. Store credit does not expire.
About Shipping
Buyer is responsible for shipping the item back before the end of the 30-day period at their own expense; that means it is the duty of the buyer to pay for any shipping and packaging fees that may occur for returning the item. Buyer may choose their own method of shipping. We are not responsible if the package that is returned to us gets lost or damaged in the mail.
Returns on orders received with free shipping are subject to initial shipping charges (not applicable if you use the local pick up method). Free shipping applies to items kept. If store credit is chosen as method of refund, then we will waive this charge.
- Example: You return an item that you paid CHF 99.00 for and received a free shipping promotion, but in actuality it cost thoughtful.ch CHF 7 to ship that item to you, we will deduct the CHF 7 (plus the applicable fees as stated above) from the CHF 99 for the refund in your Credit Card or Paypal. If you returned the same CHF 37.00 item for store credit, you would receive a CHF 37.00 store credit code.
Alternatively, the buyer can also drop off the return at our headquarters in Zürich Kreis 4 and waive this charge.
All returns must have all original product packaging intact (if applicable).
Final Sale
Items from the Marketplace and Clearance/Sale sections are final. This means that we will only accept an exchange for the same product in a different size and or print/color of the same product and price, or return the product if there has been a mistake made on our part.
Returning a Fluffy Bundle Package
Fluffy Bundle packages must be returned complete. If it's not returned complete, buyer will be charged full retail price for those items kept.
Free Gift or Promo Item
Any free gift or promotion product that might have been received with your order must be returned in new and unused condition. If the free gift or promotion is not returned or has been used, your refund will be reduced by the retail value.
Exchanging a Product
At this time, our e-commerce system does not allow us to do a seamless product exchange. If you would like to exchange an item, please contact us. In general, if the item you exchange is of equal value, you will only have to pay for the shipping. If the value is less (including shipping), we will issue you a refund or store credit; if the item you exchange costs more than the original item, we will send you an invoice that you will have to pay within a reasonable period of time. We apologize for any inconvenience this might cause you.
How Long Will It Take to Receive a Refund?
Please allow up to 5 business days after we have received the returns for processing the refund back to your Credit Card or Paypal account. You will be notified by mail when we have started the refund process.