How long can a refund take?
The shop has to refund you within fourteen days of the day you tell it you are withdrawing from the purchase. It may hold back the payment until it has received the goods back, or until you have shown that you sent them.
That second sentence is why refunds often take longer than fourteen days in practice. As long as you have not shown proof of sending and the parcel is still on its way, the shop may wait. Send your proof of sending straight away and you take that delay out of its hands.
Work it out yourself
- Count fourteen days from the day you notified the shop of your return
- Did you send proof of sending? Then that is the latest date
- If not, count fourteen days from the day the parcel arrived at the shop, if that is later
- Add your bank's processing time on top, usually one to three working days
How much you should get back
The price of the items you returned, plus the delivery costs you paid when you ordered. The delivery costs are refunded up to the cost of the cheapest standard delivery the shop offered: if you chose express delivery, only the standard rate has to be refunded.
The shop can leave the cost of sending the items back with you, as long as it told you so in advance. If its terms said nothing about it, that cost is for the shop.
If you send back only part of an order, do not count on getting the outbound delivery costs back. Shops generally only have to refund them when the whole order goes back.
How the shop has to refund you
Using the same payment method you paid with, unless you expressly agree to something else. So you do not have to accept a voucher instead of money. With buy now, pay later, it means the outstanding amount is cancelled or reduced; you do not have to pay first and then wait for money back.
Keep the amount visible
As long as a refund has not arrived, the amount stays with the order in Orderlyst under Returns. You only tick it off when the money is back, not when the parcel has left.
Frequently asked questions
When do the fourteen days start?
From the day the shop receives your message that you are using your right of withdrawal. Not from the day you send the parcel.
Can a shop wait until the parcel has arrived?
Yes, it can. But it can no longer wait once you can show that you have sent the parcel, for example with a receipt from the drop-off point.
Do I get the delivery costs back as well?
The outbound delivery costs, yes, up to the cost of the cheapest standard delivery, and generally only if you return the whole order. The cost of sending the parcel back is usually yours, if the shop said so in advance.
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Checked on 28 October 2026