Returns & exchanges
Statutory withdrawal, a voluntary size exchange and a claim about faulty goods are different situations. Confirming a size does not restrict mandatory consumer rights. No additional voluntary return period is offered. This page does not change previously concluded contracts.
Enquiry, distance contract or in-person purchase
An unpaid enquiry does not automatically constitute a purchase contract. Consumers can generally withdraw from a distance contract for standard goods without giving a reason within 14 days of receipt. Pre-ordering, a standard size, colour selection or individual sourcing does not by itself make an item custom-made. Handover in Tallinn does not turn a previously concluded online contract into an in-person sale. A genuine in-person purchase has no general 14-day change-of-mind right; rights concerning faulty goods remain.
Giving notice and returning goods
Within the withdrawal period, send an unambiguous statement to info.andrelook@gmail.com with your name, order reference and intention to withdraw. No reason is required. Send the goods back within 14 days of giving notice, unless the seller collects them. Ask for the return destination and keep proof of dispatch; waiting for instructions does not extend the statutory deadline.
Return costs and reimbursement
For statutory withdrawal, the buyer pays direct return costs where disclosed before the contract, unless otherwise agreed or the law requires the seller to pay. Without prior disclosure they cannot be charged to the consumer. Payments, including standard delivery, must be reimbursed without undue delay and within 14 days of receiving notice. Reimbursement may be withheld until the goods or proof of dispatch are received, unless the seller has offered to collect. The original payment method is used unless another is expressly agreed at no extra cost. An advance is not automatically non-refundable.
Trying on and voluntary exchanges
You may inspect and try on an item as you would in a shop. Opening packaging alone does not remove withdrawal rights. Excessive wear or damage may justify an evidence-based diminished-value claim where the law permits. Actual condition is documented; there are no automatic fixed deductions or restocking fees. A voluntary size exchange requires separate agreement and an available solution; it is not automatic. It does not replace statutory withdrawal or rights concerning faulty goods.
Incorrect or faulty goods
Email info.andrelook@gmail.com with your order reference, the problem, photos where possible and your requested remedy. Stop using faulty goods. The seller is responsible for non-conformity appearing within two years; report it within two months of discovery. Subject to the legal conditions, remedies include free repair or replacement and, where justified, a price reduction or withdrawal. The seller bears necessary costs of remedying non-conformity. A written complaint must be answered within 15 days.