Returns

How do I return an item for exchange?

Not satisfied with an item, model or size? Then you may exchange the item. It is possible to exchange an item provided it has not been worn, washed, labels cut out or the hygiene strip removed.

Exchange form

For a quick and proper processing of the returned item, it is important that the packing slip of the package is present. Would you please use the recyclable shipping bag?

We recommend (for higher order values) insuring your shipment and keeping a shipping receipt. Pavone is not responsible for lost packages.

Can I track my return shipment?

When you hand in your return shipment at a PostNL service point, you will receive a PostNL Track & Trace code with which you can track your shipment on the PostNL website. Once we have received and processed your return, you will receive a return confirmation e-mail. This e-mail will also state the new invoice or refund amount. If you have not received a return confirmation e-mail from us two weeks after returning your order, please contact our customer service. We will be happy to assist you further.

Are there any charges for exchanging an item?

The exchange of your Pavone items are at your own expense, Pavone Lingerie does not have a reply number.

I wish to receive a credit code instead of an exchange, is that possible?

If you prefer to receive a credit code of the order value because for example you want to wait for a new collection, this is of course possible. Indicate this clearly on the exchange form and you will receive a personal credit code from us via email.

I have received a broken article, what now?

Immediately after receiving the article, please check if it is delivered undamaged and complete. If the item is damaged, we kindly ask you to contact us as soon as possible and report this. Please send us a clear and complete description of the damage and include a picture of the damage. Make sure that the picture clearly shows where the damage is located. You can send the photos to [email protected]. We recommend that you send us the photos as a JPEG file. We will process your request as soon as possible after receipt.

Can I return items from multiple orders in one shipping bag for exchange?

It is possible to return multiple orders in one shipping bag for exchange. However, we ask that you include the packing slips for the different orders in the shipment.

Which items cannot be exchanged?

Hygiene items such as underwear with the hygiene strip removed or labels removed, washed or worn cannot be exchanged.

What is Pavone Lingerie's return address?

You can drop off your package at a PostNL service point or at the post office. You do not need to make an appointment for this. Attention! Belgian customers can drop the parcel off at a Bpost point.

The return address is mentioned on the return form:

Pavone Lingerie
Zuidersingel 88H
2651 AK Berkel en Rodenrijs
Netherlands

What are the conditions for returning an item?

If you are not satisfied with a particular item, you can exchange the item. The direct costs of returning the goods will be borne by you.

You have the right to withdraw from the contract within a period of 14 days without giving reasons (right of withdrawal). The right of withdrawal applies only to orders that have not yet been processed and shipped.

To exercise the right of withdrawal, you must inform us of your wish to withdraw from the contract by an unequivocal statement (e.g. in writing by e-mail). To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Please note that already sent hygiene products are not subject to the right of withdrawal.

Consequences of withdrawal If you withdraw from the contract, you will receive back from us all payments you have made up to that point without delay and in any event no later than 14 days after we have been informed of your decision to withdraw. We will reimburse you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any case, no fees will be charged for such reimbursement.