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THE VIBE - Delivery & Returning

Delivery

COVID-19 update: shipping & delivery
There is a possible delay of 1 – 2 days in shipping and delivery of orders. We will continue to monitor and communicate updates if/when available. Check with your chosen carrier at the link below for the latest updates on delivery in your area:

PostNL: https://www.postnl.nl/en/customer-service/coronavirus/statement/

Many thanks for your understanding in these challenging times. If you still have any questions, visit our contact page, we're always happy to help!

Your package will be delivered within 4-6 working days after you place an order. We ship our packages with UPS or PostNL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively, the carrier will try two more times to deliver the package. You can also choose to deliver the package directly at a pick-up point in your area. Please note that we are unable to change a delivery address once the order has been dispatched and we will not ship your package again if it returns to our warehouse.

Returns online

For all online purchases, we’ve extended our returns period to 30 days.

Right of withdrawal
If for whatever reason you wish to return your online purchase, you can return unused items within 30 days of receiving your complete order. 
To make use of your right of withdrawal, you must notify us within the 30 day withdrawal period by an unequivocal statement (for example by email or post) to know that you want to use your right to cancel the agreement. You can use the Rights of Withdrawal form.
Also, we need to receive the returned items within the 30 days of the withdrawal period. You can return the items by post/courier.
For returning your items we kindly request to use our return form, but you are not obliged to do so.

By post
Returning your order by post or courier is at your own expense. We are not responsible for products that are returned to us in error. We recommend you use a courier service that provides insurance for the value of the items you return or at least provides you with proof of shipment.
Make sure the items you want to return are properly packaged. Then send everything to the following address:

PSV Eindhoven City Store
THE VIBE
Markstraat 3
5611 EA Eindhoven
Nederland

Reimbursement
When you have used your right of withdrawal, we will refund the amount paid for the item concerned (including shipping costs) without delay and no later than 14 days after receipt of the message that you wish to terminate the agreement. Note that we must have received the item or that you can show you have returned the item.
Unless you have expressly agreed otherwise, we will refund you by using the same payment method you used to purchase the item. In any case, there will be no charge for this refund.

Fitting items
During the 30 day withdrawal period, you can use the product to the extent necessary to establish the nature, characteristics, and functioning of the article in the same way that you would do in a shop. For example, you may fit the article, but do not wear it outside.
When you return an item that you have damaged, has been washed, the labels have been removed, the item is incomplete or contains other signs of wear showing that you have used the item more extensively than described above, you are liable for any depreciation in the value of the item. PSV Eindhoven City Store will deduct this from the total amount to be refunded to you.

Defective items
Besides your right of withdrawal, you are entitled by law to a proper product, or as the law calls it 'a product that complies with the agreement'. Should this not be the case, you are (depending on the circumstances) eligible for an exchange of the item or a full refund. If you have a complaint about a product you have purchased online, please contact customer support. Please provide as much information as possible, preferably including the order numbers in question.
If you have returned a defective item, we will reimburse the return shipping costs on your part.

Complaints

THE VIBE and PSV Eindhoven City Store strive to deliver high-quality products and services. If for any reason you may have a complaint, you can contact us via e-mail.

Please address to:
THE VIBE
Email: info@thisisthevibe.com

If we do not offer a proper solution for your complaint, you can also forward your complaint to a licensed dispute resolution body via the European ODR Platform: http://ec.europa.eu/consumers/odr/. We are not obliged to cooperate to an alternative dispute settlement.