Frequently asked questions

What can I do if I didn’t receive an order confirmation?
If you didn't receive an order confirmation, please check your Spam mailbox. To make sure you don't miss any other updates, please accept our e-mails so that they are not marked as 'spam'. Still can't find your order confirmation? Please contact us.

Can I change or cancel my order?
Unfortunately, we are not able to make any changes after you’ve placed your order; this includes changing the size and color of an item, removing an item or changing the delivery address. 
Once you have completed the payment for your order, cancellation is no longer possible as we are already processing your order.
You can return your order after receiving it.

Please note: As of September 1, we have migrated to a new platform. Returns must now be registered through a different process.

• Click here to register a return for an order placed before September 1
• Click here to register a return for an order placed on or after September 1

Need help finding the right option? Our Customer Service team will be happy to assist you.

How do I return my product(s)?
We want you to be happy with your purchases. If that is unfortunately not the case, the item can be returned within 30 days of receipt of the product. The product must be unworn and undamaged.
Returns must always be submitted in our online return portal.
Note: Items purchased during our Sample Sale cannot be returned or exchanged.

Do I need to pay for the return costs?
Return costs are not covered by BARTS. Let's be aware of the impact the fashion world has on our environment. We can make more conscious choices, shop smarter and return less. Once you have registered your return online, you have the option to purchase a return label.

In case of damage, defect or wrong delivery, the return request will be assessed by us first. Therefore, please make sure you fill in the return reason correctly.

Can I exchange my product(s)?
Unfortunately, we aren’t able to exchange an item. Once we receive your returned items, we will issue a refund to the original payment method. If the article you are looking for is still available you can directly place a new order with us on our website. 

Can I return different orders in one box?
It is no problem to return multiple orders in one box.
You can register one return in our BARTS online return portal, where you can also buy the return label. For the other order(s), please send us the order number and the products you wish to return by e-mail, preferably with the reason for the return.

How long will it take to receive my refund?
After receiving your return, we will process your return and you will receive your refund within 5 working days.
Has the return reached us and the deadline of 5 working days has passed? Please contact us.

Right of withdrawal
By law, we are obliged to include the following text on our website. Although the text may be somewhat confusing, we want to assure you that this text does not affect our return policy: you still have 30 days to return your order. Additional requirements do apply to invoking this extra rule. You can read these here.

You have the right to withdraw from the contract without giving reasons within a period of 14 days.
The withdrawal period expires 14 days after the day on which you or a third party designated by you, other than the carrier, takes physical possession of the goods.
To exercise the right of withdrawal, you must inform us through an unequivocal statement (e.g. in writing, by post, fax or e-mail) that you wish to withdraw from the contract. You can use the model form for withdrawal, but are not obliged to do so.
To comply with the withdrawal period, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from the contract, we will refund all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the cost of delivery will not be refunded. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such refunds. We may wait to refund you until we have received the returned goods, or you have proved that you have returned the goods, whichever comes first.
You must return or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate to us the decision to withdraw from the contract. You are on time if you return the goods before the 14-day period has expired.
For the correct return address, please refer to the return address on the provided return label enclosed with your order. You will bear the direct cost of returning the goods.
You will only be liable for the depreciation of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Can I do exchanges?
Unfortunately, we aren’t able to exchange an item. Once we receive your returned items, we will issue a refund. If the article you are looking for is still available, you can place a new order with us.

How do I apply a discount code?
You can enter a discount code in the 'Apply discount code' field under the 'Order summary' after clicking 'Proceed to checkout'.