Refund policy

Not satisfied with your purchase? If your return meets the conditions, the purchase amount will be refunded to your original payment method.

Please read this refund policy carefully before making a return.

REFUND PERIOD

The refund must be requested within 14 days after delivery. Once your refund request has been authorized and the returned item(s) have been received, processing the refund will take up to another 14 business days. Emails inquiring about the refund status will not be addressed before this 14-business-day processing period has passed.

RETURN CONDITIONS  

All items must be returned in their original condition. This includes being unworn, unwashed, undamaged and with all tags attached. If the product is worn, washed, damaged or dirty, a refund will not be issued and the rejected item(s) will be held for a period of 14 days after sending the return rejection email. During this time, the customer has the option to have the item reshipped at their own expense. If no request for reshipping is made within these 14 days, the item will be returned to stock or donated, and the claim for the item will expire.

SHIPPING COSTS

The customer is responsible for all return shipping costs. This also includes the shipping costs for reshipments of rejected returned items as requested by the customer. Original shipping charges are non-refundable.

RETURN SHIPPING METHOD

Returns are typically sent via Swiss Post to ensure reliable and trackable delivery. Regardless of the shipping service, a tracking number is required. It is recommended that the customer keeps the tracking number until the refund process is completed. No responsibility is assumed for lost or damaged return packages. The risk for the return shipment lies with the customer. 

HOW TO REQUEST A REFUND

Please fill out the Return Form and send it to hello@look-twice.ch for authorization. The return address will then be provided via email. This form must be included inside the physical package as well. 

STEP BY STEP 

  1. Fill out the Return Form and email it to hello@look-twice.ch.
  2. After authorization, an email will be sent providing the return address.
  3. Pack the products securely (using original or other suitable packaging) to prevent damage. Include the filled-out Return Form inside the package. 
  4. Send the package via a trackable shipping service at your own expense. Keep the tracking number as proof.
  5. Once received, the items are inspected. Approved returns receive an automated confirmation email. If the conditions are not met, the refund is rejected. After the return rejection email is sent, items will be held for 14 days. Reshipping is available during this period upon request at the customer's expense. 
  6. The amount owed of approved refunds will be refunded within 14 working days. Please note that it may take additional time for the bank or credit card company to process and post the refund.

CONTACT INFORMATION

For any questions regarding this refund policy, use the contact form. Please do not use the contact form to submit refund requests.