Refund policy
We want you to love what you ordered. If something isn't right, here's how we handle it.
Your right of withdrawal
As a customer in the European Union, you have the right to withdraw from your purchase within 30 days of receiving your order — no reason required. If your order arrives in multiple shipments, the 30-day window starts from the date you receive the last item.
To exercise this right, notify us within those 30 days. Once you've notified us, you have a further 14 days to send the items back to us.
How to start a return
If you checked out with an email address, start your return through your account at this link.
If you checked out with a phone number only, you won't be able to access the account portal. Instead, use the return link included in your SMS order confirmation.
If you have any trouble, contact us at hello@open-row.com and we'll help you through it.
Condition of returned items
Items must be returned unworn, unwashed, and in their original condition with tags attached. We reserve the right to refuse returns that show signs of wear, washing, or damage.
Return shipping
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. For standard returns, the return shipping fee will be deducted from your refund.
Return from Netherlands, Belgium, Luxembourg, France and Germany:
We provide the return label. The return shipment fee is the same as the shipping cost shown at checkout for your country, deducted from your refund.
Rest of Europe:
Arrange your return with your carrier of choice. We refund the full amount once we confirmed delivery.
Refunds
Once we receive and inspect your return, we'll process your refund within 14 days. Your refund will be issued to your original payment method, minus the shipping costs which goes directly to the carrier company. If you benefitted from free shipping option, the full amount will be refunded.
You'll receive a confirmation email when your refund has been processed.
Exchanges
We don't offer direct exchanges. If you'd like a different size or colour, return your original item for a refund and place a new order.
Faulty or incorrect items
If you receive a faulty or incorrect item, contact us at hello@open-row.com within 7 days of delivery. We'll cover all return shipping costs and send a replacement or issue a full refund — whichever you prefer.
For faulty / damaged items:
Once you have the parcel in your hands, take as many photos as possible. Make sure that the following is clearly visible:
- Photo of damaged goods in their entirety, and not just a small detail.
- The external packaging (box), including the shipping label.
- The internal packaging (protective materials).
Keep the damaged goods as well as the packaging, the goods must not be repaired or handled until an assessment is made.
Exemptions
The right of withdrawal does not apply to items that have been worn, washed, or used, or that cannot be returned for hygiene reasons once unsealed. Customised or personalised items are also exempt.
