Return, exchange, refund

  • How do I return a product and what are the conditions of return?

    Please notify us that you wish to return one or more products within 14 days from the day after you received the product by following the steps below:

    - Go into your personal space "My account", on the details of the order containing the products to be returned
    - Click on the "Return a product" link at the bottom right of the page and follow the instructions: you will be asked to select the product to be returned and the carrier. Only returns via our prefered carrier UPS are available.
    - You will receive an e-mail confirming your return request.
    - All you have to do is send us the product! Prepare your package by including the unused product to be returned with its labels and accompanying accessories (straps, padlocks, ...). If you have chosen to return the product via UPS, you will receive an e-mail containing the return voucher to be printed and pasted on the package.
    - If you have chosen another carrier, please contact this carrier to return the product and make sure there will be a way to track the product in case of any issue.
    - You will receive an e-mail of confirmation of refund once the return validated by DELSEY and the refund made.

    Please note that returned products must have been purchased from delsey.com. They must be new, unused, and accompanied by the original labels and accessories. Documents and labels produced must also be returned. DELSEY reserves the right to refuse a return if it does not meet these conditions.

    For more information, please consult our Terms and Conditions or contact our customer service department..
  • How much time can I have to return a product?

    For any product purchased from delsey.com, you receive a 14 days period from the day after you receive the product to notify us that you wish to return the product by following the procedure described above. Once this period has passed, DELSEY reserves the right to refuse your return.
  • Is there a return fee?

    All the return costs are at your expense.
  • When and how will I be reimbursed?

    DELSEY proceeds to the refund of the returned product after receipt of the product and validation of its conformity with our procedure described on this page by our quality service, maximum 7 days after the reception of the product. The time required to view the refund depends on the organization that issued your card. The amount of the returned product will be credited with the same payment method used for the purchase. In case of use of a promotional code, DELSEY refunds the amount paid with the reduction of the promo code.
  • There is an issue with my refund, what do I do?

    If you have any complaints about your refund, please contact our customer service department by e-mail at customercare.uk@delsey.com or by phone at 0-800-014-8117, open Monday to Friday from 8 am to 6 pm and Saturday from 9 am to 4 pm.