Exchange & Return Conditions
Any order placed on the store offers the possibility to return one or more items within 30 days for the following reasons:
• If the item does not fit in terms of size (too small/too large, too tight, etc.)
• If the item does not meet your expectations
• If the item is defective
To be eligible for return, your items must not have been worn, washed, stained, or damaged. They must also include their original packaging and tags.
Return shipping costs are covered only for eligible countries and refunds are issued as store credit.
Which countries are compatible with the return label?
You can benefit from a free return label only for the following countries: Mainland France, Belgium, Germany, Spain, Italy, Luxembourg, the Netherlands, and Portugal.
For other countries, the return is at your own initiative and at your own expense.
What are the refund fees?
The refund is offered only if the chosen refund method is by gift card and in compliance with the exchange & return conditions.
If you prefer a refund to your original payment method, a fee of €6 will be charged when generating the return label.
Please note, returns at your own expense are not reimbursed.
Is return shipping free?
The return is offered only if you choose to receive the return label.
If you have not chosen to receive a return label and/or your country is not eligible: the return must be arranged by yourself and at your own expense.
List of countries eligible for the return label: Metropolitan France, Belgium, Germany, Spain, Italy, Luxembourg, Netherlands, Portugal.
How to request an exchange/return?
To make a return, please follow the instructions below:
1) Go to our return portal
2) Enter your order number (e.g.: #6844) and your email address.
3) Follow the indicated steps
If you have chosen to receive a return label: an email with your return label to print and attach to your package will be sent to you. You must then drop off your package at the relay point selected during your request.
If you have not chosen to receive a return label: you must send your package yourself and at your own expense to the following address:
Bâtiment La Lustrerie
9 rue du Grand Chemin
59100 Roubaix, FRANCE
4) Once your package is received in our workshop, our team will examine your products and approve or reject your request.
How can I check the status of my return request?
You can check the status of your request on our returns portal with your order number and your email.
I have not received any update regarding my request, what should I do?
No worries, we are doing our best to respond to your requests! A period of 2 to 5 business days may sometimes be necessary.
If you have any doubts, please feel free to send an email to hello@unchained-store.fr.
When will I receive my refund?
As soon as your refund request is approved, the processing time varies between 1 to 5 business days depending on the chosen refund method and your bank.
If, however, the deadline has passed and you still have not received anything, please contact us at hello@unchained-store.fr.
Which products are exchangeable/returnable?
All our products can be exchanged/returned in accordance with the conditions and subject to stock availability.
Personalized items and gift cards are neither exchangeable nor refundable.
What happens if my order paid with a gift card is returned?
If you make a purchase using a gift card and, for any reason, you decide to return the ordered items to us, the amount spent will be credited directly to your gift card. This allows you to reuse the balance for future purchases in our online store.
If you added an extra charge to your order, it will be refunded to the payment method used.
