Returns and exchanges policy
EXCHANGES AND RETURNS
If you wish, you can exchange and/or return your order within a maximum period of 14 (fourteen) calendar days from the receipt of your order.
If you wish to make an exchange and/or return, click here to start the process, where you will need to enter your order number and the email address you used when making the purchase.
ONLINE EXCHANGES
You can make one size, model, or color exchange per order completely free of charge in Spain and Portugal. In all other countries, shipping costs will be borne by the customer.
Exchanges of made-to-order garments or items with alterations are not accepted.
HIMBA COLLECTION reserves the right not to accept more than one free exchange per order placed by the customer.
ONLINE RETURNS
COSTS
HIMBA COLLECTION does not cover return shipping costs (except in the case of our error or a defect). Shipping costs will be borne by the customer. These costs will be deducted from the amount to be refunded to the payment method used at the time of purchase.
CUSTOMER OBLIGATIONS
The Customer is obliged to return the product in perfect condition, with the original packaging and labels intact, properly packed in its original box and adequately protected. The product to be returned must be in the same condition in which it was received.
REFUND OF THE AMOUNT
HIMBA COLLECTION will proceed to refund the amount paid once the returned product has been received and its good condition has been verified. The refund will be made within a maximum period of 14 calendar days from receipt of the withdrawal notification from the customer. Refunds will be made using the same payment method used for the purchase.
ONLINE RETURNS IN PHYSICAL STORE
If you wish to make an exchange and/or return, click here to start the process, where you will need to enter your order number and the email address you used when making the purchase.
Returns can only be made at HIMBA Store (Calle Pedro Muguruza 3, Madrid) and at the multi-brand store NON STANDARD (Calle del Almirante, 3, Madrid), completely free of charge.
CUSTOMER OBLIGATIONS
The Customer is obliged to return the product in perfect condition, with the original labels intact. The product to be returned must be in the same condition in which it was received by the Customer.
REFUND OF THE AMOUNT
HIMBA COLLECTION will proceed to refund the amount paid once the returned product has been received and its good condition has been verified. The refund will be made within a maximum period of 14 calendar days from the date the order is received in store. All refunds will be made using the same payment method used for the purchase.
EXCHANGES AND RETURNS FOR PURCHASES IN PHYSICAL STORES
You can exchange and return products purchased in our multi-brand stores completely free of charge within a maximum period of 14 calendar days from the date of purchase of the product.
CUSTOMER OBLIGATIONS
The Customer is obliged to return the product in perfect condition, with the original labels intact. The product to be returned must be in the same condition in which it was received by the Customer.
HOW CAN I MAKE A RETURN OR EXCHANGE?
You can process your return through our website with Reveni. To do so, click here to start the process and access the returns portal, where you will need to enter your order number and the email address you used when making the purchase. – If you made a cash on delivery purchase, please contact us at help@himbacollection.com.
HOW MUCH DOES IT COST TO MAKE A RETURN?
Once you have started the process, you will see the different options to send us the product and their associated cost. – You can see more details in the FAQ section: "How much does shipping cost?"
HOW MUCH DOES IT COST TO MAKE AN EXCHANGE?
The first exchange is free. If you wish to make a second exchange or a return of that first exchange, the customer will assume the shipping costs.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
It depends on the method you have selected:
Non-instant refund: may take up to 14 days - Please note that your order must arrive at our warehouses and be manually checked.
Instant refund to bank account: takes less than 10 seconds
Instant refund to original payment method: depending on the method, it may take between 1 and 3 days. The good thing is that it does not depend on the return pickup.
Instant refund in credit: 1 second
ABOUT REVENI
How long does it take for the money to arrive?
>> It takes less than 60 seconds from the moment you request the refund.
What happens if I still haven’t received my refund?
>> First, make sure you are checking your bank account instead of your card transactions. If you still haven’t received it, please contact support@reveni.io
How much does it cost?
>> Nothing, the Reveni service is completely free and has no impact on your refund.
Can I request my instant refund at any time?
>> As long as you meet the exchange and return requirements, you can request it without any issues.
What do I have to do?
>> If you drop it off at a pickup point or send it on your own, you must upload the tracking number to the Reveni portal. If you do not have a tracking number, notify us at support@reveni.io once you have returned it.
What happens if I don’t send the products?
>> You would be breaching Reveni’s conditions and the refund recovery process will be initiated.
What happens if I send an incorrect product or send it used?
>> Your return will be rejected and Reveni will initiate the process to recover the refund. – Remember that if the product is factory-defective, you must request an exchange, not a return.
What happens if I change my mind and decide to keep the product after having requested an instant refund?
>> Contact our Customer Service team and the Reveni team will send you instructions on how to pay again for the non-returned product.
Do I need to create a Reveni account to receive an instant refund?
>> No, you will only need to accept the terms and conditions when requesting the refund and enter your bank account details.
Why do I have to enter my bank account if you already have my banking details from when I purchased?
>> The way to refund the money immediately is via bank transfer, which is why card details are not sufficient. In addition, Reveni does not have access to card details.
Will my data be safe?
>> Reveni strictly complies with GDPR and has a strict internal security policy to ensure your data is safe at all times. In addition, they undergo regular security audits.
Why does Reveni contact me by email if I have not provided my data for that purpose?
>> When you accept the terms and conditions when requesting the exchange or return, you consent to Reveni contacting you. However, keep in mind that they will only contact you if they detect that the order is taking longer than it should.