Our returns address
Ronde Tocht 11
1507 CC Zaandam
Q-Dance Returns Policy Update - What’s going on?
At the start of this year (2020) we have made slight changes to our return policy. Although we do want everyone to be able to try our products, we are now more strict on accepting damaged/dirty return items.
We've always said that someone can't buy and then wear clothes out and about and then send them back to get a refund - that's not anything new - it's just super cheeky! Second. When returning an item you can now only receive a refund for this return. If you do wish to exchange due to an incorrect size or wish to exchange for another product, you can simply place a new order with the desired product. This speeds up the process so you receive the desired product sooner while we take care of the refund. Thanks for being an awesome customer and read on for the full Returns Policy.
Proof of postage
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. If you do reach out, always provide us with your order number to make our life a little easier.
Returning a faulty or incorrect item?
Even though we expect our products to be perfect, it can happen an item has a production defect. If one of the items you received isn't what you ordered or has a defect, please create a support ticket below so we can find a suitable solution.
Download the return form here.
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original packaging and perfect condition, we accept returns within 15 days from the day you received your order.
If you return an item requesting a refund within 15 days of receiving it, we'll process a refund for the product price by way of the original payment method. If you return you complete order, the original shipping cost will also be refunded.
We aim to refund you within 14 days (2 weeks) of receiving the returned item at our warehouse.
If you request a refund for an item during the above time frame but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Keep it clean
Some items can't be returned, like earrings or items where a hygiene strip or seal has been removed (e.g., socks and underwear). Please check product descriptions before you order.
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
All returned items should be sent in their original condition and packaging where possible, including tags.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads - way, waaay more than even the most loyal Q-dance customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
Products offered on our website are strictly for personal only use and not meant to be resold.
Want to exchange an item?
If you need to exchange a certain item, you can simply return the item within 15 days from receiving your order following the steps on the return page. You may place a new order for the desired product/size while we will refund you for the original purchase via the default payment method. This generally takes up to 14 days (2 weeks) to be processed from the day we receive your return parcel.
What if it takes longer than 14 days to process my return?
From our experience it does happen every now and then that the delivery company experiences a delay in returning your parcel to our warehouse. In that case it’s advised to first reach out directly to them and ask for an update, rather than asking us. Since you are the sending party for a return parcel, we can’t look into the specific details of this delivery.
If you purchased merchandise at any of our events the rules below will apply:
- Same Day returns. You can only return a purchase in its original packaging at the event of purchase.
- Returns can be done within 1 hour of your initial purchase time.
For any other questions that we can help you with, please fill in the contact form on the website and provide us your order number for fast assistance. Generally, we respond to queries within 2 business days.