Shipping and Returns

Shipping

Dispatch time

Orders are packed and shipped within 1-2 working days. Working days are Monday through Friday (excluding holidays and Belgium public holidays).

Shipping options & fees

We only offer standard shipping to reduce our environmental impact. The shipping fee is subject to the destination country.

Shipping info

We will share your telephone number and email address with our shipping partner who may contact you to arrange a delivery time. All orders are only for in-stock items. Please ensure the delivery address and name of the recipient is correct. No delivery service during weekends and public holidays in the destination country. The parcel will deliver on the next working day.

BFPO / PO addresses

We cannot deliver to BFPO or PO addresses. We only accept residential addresses or your work address.

Shipping & return shipping fees, shipping partner, delivery time & countries we ship to can be found in the chart below.

Destination	Shipping partner	Delivery time in working days	Shipping & return shipping fee
France	Colissimo	2-3	9 €
Germany	DHL	1-3	7 €
United Kingdom	DHL	2-4	20 €
Austria	GLS	3-4	8 €
Bulgaria	GLS	4-5	11 €
Croatia	GLS	4-6	11 €
Czech Republic	GLS	2-4	8 €
Denmark	GLS	2-3	8 €
Estonia	GLS	3-4	14 €
Finland	GLS	3-6	14 €
Greece	GLS	6-7	16 €
Hungary	GLS	2-4	11 €
Ireland	GLS	3-4	16 €
Latvia	GLS	3-4	11 €
Lithuania	GLS	3-4	11 €
Luxembourg	GLS	1-3	7 €
Monaco	GLS	3-4	8 €
Netherlands	GLS	1-3	7 €
Poland	GLS	2-4	8 €
Romania	GLS	4-5	14 €
Slovakia	GLS	2-4	8 €
Slovenia	GLS	2-4	11 €
Sweden	GLS	2-5	11 €

 

Returns

Return time frame

You have 30 days after receiving your package to initiate a return.

Request a return

You can request a return through our return portal (https://returns.scandale.com).Once you complete your return request on our portal, you will receive a pre-paid return shipping label.

Return type

We only accept return for refund. Exchange is not applicable.

Return terms & conditions

• Original shipping cost will not be refunded.
• Final sale items cannot be refunded.
• Please ensure that all returned products are unworn, unwashed, unaltered and in their original condition with all tags still attached & inside their original compostable bag.
• Qualified return products with receipts(invoice) may be returned for a full purchase price refund after deducting other charges, such as shipping costs.
• We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.
• Returns cannot be combined with multiple orders.
• Panties with the hygienic sticker removed cannot be returned. Before trying on our panty products, please wear underwear for hygienic reasons.
• We suggest re-using the original packaging for your returns.

Shipping cost for the return parcel

The customer will bear the return shipping fee. The shipping fee will automatically deduct from the refund amount. The return shipping fee can be found in the above shipping fee chart.

Return process & receiving a refund

Once your return parcel is received, our team will process the return quality check, which may take up to 3 - 5 working days. Once the return process is completed, we will notify you if your return is accepted.

After we accept your return parcel, the refund amount will be credited to your original payment method within 7-14 working days (Depending on your payment method provider process time) after we have processed the return.

Means of Refund

A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

Once we receive the returned item(s) in its original condition, we will issue your refund within 7-14 working days and notify you by email. The refund amount may take up to 14 to 30 working days to appear, depending on your card issuer’s processing time.

We reserve the final right to interpret the terms and conditions herein.

 

Frequently asked questions

 

Do I need to pay for duties and taxes?

• Tax and duties are calculated according to your shipping destination. They are estimated and included as part of the final payment at time of checkout.
• *For UK orders above a value of £135, under the EU-UK Trade and Cooperation Agreement, our goods are liable to customs duty. The final purchase price excludes the custom duty fee. Therefore, the customer will need to pay the duty fee if the order value exceeds £135. You will be invoiced by our shipping partner when your order arrives. Your local customs bureau will determine the cost. 

How can I check my order status?

• You can check your order status by logging in to your account
• You can also check your order status via live chat or by contacting our customer service team.

Can I cancel or make changes to my order?

• We cannot amend your order after it is placed.
• We can cancel the order if the status is "not yet dispatched". Please contact our customer service team by email (customercare@scandale.com) for further assistance.
• If your order status is "dispatched", we can try to recall the parcel from the courier, but we cannot guarantee it can be recalled successfully.

How much is the shipping cost for returns?

• The shipping cost for returns depends on your country and is the same as the shipping costs. 
• Your return shipping cost will be deducted from your refunded amount. The return shipping fee can be found in the above shipping fee chart.

Can I arrange my order to be delivered to a different address?

• Yes, your order can be delivered to an address different from your billing address.

can I arrange my order to be delivered to multiple addresses?

• No, your order cannot be delivered to multiple addresses

What can I do if I receive a damaged item?

• You can request a return through our return portal (https://returns.scandale.com). Complete the return request on our return portal, and you will receive a pre-paid (by scandale) return shipping label.
• We encourage you to reuse the original mailer for your return!

I have received an item I did not order, what should I do?

• You can request a return through our return portal (https://returns.scandale.com). Complete the return request on our return portal and you will receive a pre-paid (by scandale) return shipping label.
• We encourage you to reuse the original mailer for your return.

I have received the wrong size and/or colour, what should I do?

• You can request a return through our return portal (https://returns.scandale.com). Complete the return request on our return portal, and you will receive a pre-paid (by scandale) return shipping label.
• We encourage you to reuse the original mailer for your return!

What will happen if I am not home when my order is delivered?

• Please contact the courier or our customer service team.

Do you offer gift wrapping?

• No, we do not offer gift wrapping.