Returns & Exchanges

You may return eligible items within 30 days of receiving your order. If your order is delivered in separate shipments, the return period begins when the final item is received.

Returns must be registered through our Returns Portal before they are sent. You can choose a prepaid return label, with the cost deducted from your refund, or arrange and pay for the return shipment yourself.

BOOK RETURN

1. Return Conditions

We accept eligible items for refund or exchange, provided they meet the following conditions:

  • Unworn, other than what is reasonably necessary to inspect and try on the item
  • Unwashed and returned in their original condition
  • Free from odors, makeup, deodorant, fake tan and other stains
  • Returned with all tags, labels, hygiene seals and included components intact
  • Registered within 30 days of receiving the order
  • Sent back within 14 days after registering the return

You are responsible for any reduction in value caused by handling the item beyond what is reasonably necessary to establish its nature, characteristics and fit. Where applicable, this reduction in value may be deducted from your refund.

For hygiene reasons, products supplied with a hygiene seal may not be eligible for return once the seal has been removed or broken, where the applicable statutory hygiene exception applies.

2. Return Shipping Costs

You are responsible for the cost of returning your order, unless the item is damaged, defective or incorrect.

You can return your order using one of the following methods:

  • Prepaid return label: Select a prepaid label through our Returns Portal. The cost shown in the portal will be deducted from your refund.
  • Your own shipping provider: Arrange and pay for the return shipment yourself using the return address below.

We recommend using a tracked shipping service and retaining your proof of postage until your return has been processed. The return remains your responsibility until it has been delivered to us.

3. How to Return Your Order

  1. Register your return through our Returns Portal.
  2. Choose a prepaid return label or arrange shipment with your own shipping provider.
  3. Pack the items securely with all tags, labels, hygiene seals and included components.
  4. Include a note with your name and order number inside the parcel.
  5. Send the parcel within 14 days after registering your return.

Return address:
Phara d’Or
Vaartweg 5
8861 KV Harlingen
The Netherlands

4. Refunds

Once your return has been received and inspected, the applicable refund will be issued to your original payment method. Please allow additional processing time for your bank or payment provider to credit the funds to your account.

When you use our prepaid return label, the return shipping cost displayed in the Returns Portal will be deducted from your refund.

EU orders: If you exercise your statutory right of withdrawal, we will refund the applicable amount within 14 days after you notify us of your withdrawal. We may withhold the refund until we have received the returned items.

EU orders: If you return your entire order under your statutory right of withdrawal, we will also refund the original delivery charge up to the cost of our least expensive standard delivery method. Additional costs resulting from your choice of a more expensive delivery method, such as express delivery, are not refundable. Original delivery charges are not refunded for partial returns.

Duties, import VAT and other import charges on orders outside the European Union are not collected or refundable by Phara d’Or. You may be able to request reimbursement directly from your local customs authority.

5. Exchanges

Exchanges are subject to availability and must be requested through our Returns Portal. You are responsible for the cost of returning the original item, either through our prepaid return label or with your own shipping provider.

Direct exchanges are available for orders from the Netherlands, Belgium and other European Union countries.

For orders outside the European Union, we are unable to offer direct exchanges due to customs and shipping requirements. Please return the original item for a refund and place a new order for the preferred size, colour or style.

6. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact customerservice@pharador.com as soon as possible.

Please include:

  • Your name
  • Your order number
  • A clear description of the issue
  • Photographs showing the item and the issue

Where an item is damaged, defective or incorrect, we will provide an appropriate solution and cover the reasonable return costs. Your statutory rights regarding defective or non-conforming goods are not affected by this returns policy.

7. Items That Cannot Be Returned

We cannot accept:

  • Items returned without essential components supplied with the product, such as detachable straps, pendants, harnesses or chains
  • Items that have been worn, washed, damaged or soiled beyond what is reasonably necessary to inspect and try them on
  • Hygiene-sealed products after the seal has been removed or broken, where the applicable statutory hygiene exception applies
  • Gift cards, except where a statutory cancellation or refund right applies

Items that cannot be accepted for return may be sent back to you. We will contact you before doing so.

Need Help?

For questions about a return, exchange or refund, please contact our Customer Service team at customerservice@pharador.com .