At Reisenthel, we take pride in offering stylish and functional bags and accessories that combine contemporary design with practicality. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a full refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging with all tags attached
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene reasons, the following items cannot be returned or exchanged:

  • Make-up tasjes (Make-up bags)
  • Toilettassen (Toiletry bags)

Please note: This does not affect your statutory rights if an item is faulty or not as described.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

Step 1: Contact Our Customer Service

Email us at [email protected] with your return or exchange request within 15 days of receiving your order. Please include the following information:

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Reisenthel Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange: [Product Name(s)]

Reason for return/exchange: [Please specify]

For exchanges: I would like to exchange for [Product Name and any specific details]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Wait for Approval and Instructions

Our customer service team will respond within 1-2 business days with:

  • Return authorization
  • Return shipping address
  • Any special instructions

Step 3: Package and Ship Your Return

Once approved, please:

  1. Securely package the item(s) in their original packaging
  2. Include all original tags and accessories
  3. Print and include the return form we provide (if applicable)
  4. Ship the package to the address provided

Return Shipping Information

Important: Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong or defective item).

We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refund Timeline

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

  • Credit/Debit Card payments: 5-10 business days
  • PayPal payments: 3-5 business days

Note: Depending on your bank or credit card company, it may take additional time for the refund to appear on your statement.

Exchanges

For exchanges:

  1. We will process your exchange once we receive your return
  2. You will receive a confirmation email when your new item ships
  3. Standard shipping times apply for the replacement item

If the item you wish to exchange for is of higher value, you will need to pay the difference. If it’s of lower value, we will refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a replacement or refund and cover all associated shipping costs.

International Returns

For international returns (outside the Netherlands):

  • You are responsible for any customs fees, taxes, or duties associated with the return
  • Please mark the package as “Returned Goods” to avoid additional charges
  • International returns may take longer to process due to customs clearance

Questions?

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact our customer service team at [email protected]. We’re happy to help!

Thank you for shopping with Reisenthel, where style meets functionality in every bag and accessory.