Returns & Cancellations
Return and Refund Policy
Online Orders
You have the right to withdraw from your online purchase within 14 days of receiving the product, without providing a reason. This period starts the day after you, or a third party designated by you, takes possession of the product. To exercise this right, you must notify us within these 14 days by submitting a return request through your account.
Please note the following exceptions to our return policy:
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Blind boxes from Pop Mart (e.g., Labubu) are excluded from returns or exchanges. Customers must carefully select the product or series of blind boxes they wish to purchase. Since the contents are random and part of the collectible concept, we do not accept returns or exchanges due to a change of mind or dissatisfaction with the received item.
After notifying us of your decision to withdraw, you have an additional 14 days to return the product. If the product is not returned within this period, the right of withdrawal will expire.
Conditions for Returns
Sneakers:
- Must be unworn and undamaged.
- Purchases made in-store are not eligible for return.
Clothing, accessories, and other items:
- Must be unworn and undamaged.
- If the item is sealed, the seal must remain intact; unsealed items are not eligible for return.
- Original tags must be attached and not cut off.
Return Shipping Costs
For returns within the Netherlands, €9.95 will be deducted from the refund amount to cover return shipping costs. For returns outside the Netherlands, the return shipping costs will vary depending on your location. These costs are borne by the customer unless Mentastore made an error in the shipment.
Refund Process
Once we have received and inspected the returned product, we will process the refund within 14 days. The refund will include the cost of the product plus the original shipping costs, provided the cheapest shipping option was chosen during purchase.
However, we may delay the refund until we have received the returned product or you have provided proof of return, whichever occurs first.
In-store Purchases
Please note: Purchases made in our physical store are not eligible for return or refund.
Cancellations
To cancel or withdraw your order, log in at account.mentastore.com or use the link in your order confirmation email. No account needed, just enter your email address and you'll receive a 6-digit code to access your orders.
You can cancel your order within 6 hours of purchase free of charge. After 6 hours, your order enters our processing queue and is picked up by our warehouse or forwarded to one of our external partners. From that point, costs have already been incurred, which is why a €15 cancellation fee applies. This fee also applies if the delivery is refused at the door.
Overview of cancellation fees:
- Within 6 hours of purchase: free cancellation
- After 6 hours of purchase: €15 cancellation fee
- Refusal of delivery at the door: €15 cancellation fee
Please note that a cancellation only becomes effective once it has been confirmed by us. Not all orders can be cancelled, this depends on the current status of your order. Orders with 24H delivery are sent to our warehouse for packing almost immediately, which means cancellation is often no longer possible at that stage.
Contact Information
If you have any questions about our return and refund policy, please contact us at support@mentastore.com or use the chat function on our website.