Refund policy
Returning Your Order
Please note that if you receive a damaged item or if there are errors, you should not use the regular return process. In such cases, we ask you to contact our customer service immediately. Our customer service will provide you with a return label so you can return the item to us. You can reach our customer service via service@succubus.com or by phone at 075-628 5590.
We want your shopping experience to be as flexible as possible. If you are not completely satisfied with an item, you have the option to return it within 14 days of receipt.
Please consider the following points:
- The items must be unworn, undamaged, unwashed, stain-free, hair-free, and smoke-free.
- All included accessories (such as a belt) must be returned.
- Included accessories and all tags must be present with the return shipment.
- Items damaged due to personal fault or misuse cannot be returned.
- The costs for returning are at your own expense.
- Shoes must show no signs of wear. Shoe boxes should not be used for shipping purposes. Send them in a separate box.
- Certain item categories such as earrings and gift cards, as well as stockings and tights, cannot be returned if the seal and/or packaging is damaged.
We offer three options for returns:
1. Register a Return
Log in to your Succubus account, go to your orders, select the correct order, and choose the product you want to return. If this order is eligible for return, you will receive an email with shipping instructions within five minutes. The return costs will then be automatically deducted from your refund.
More information:
- Your return will be delivered to us by the transport company Maersk, so it is correct if your shipping label shows a Maersk address instead of our warehouse.
- For returns up to €500 with a maximum size of 60x40x40 cm and a max. weight of 5 kg, we offer an economical return service.
- For a return shipment valued at more than €250, a 2% insurance fee will be charged over the remaining amount above this limit.
- If you cannot log in, check our FAQ.
- If you encounter issues when registering your return, you may choose to send the package via option 2, without registration.
The return costs per country are as follows:
Transport Cost Table
| Country | Courier | Max. weight | Price (€) |
|---|---|---|---|
| Netherlands | DHL | 2 kg | € 5 |
| Netherlands | DHL | 5 kg | € 6 |
| Belgium | BPOST | 2 kg | € 6 |
| Belgium | BPOST | 5 kg | € 7 |
| France | LA POSTE | 2 kg | € 10 |
| France | LA POSTE | 5 kg | € 15 |
| Germany | DHL | 2 kg | € 6 |
| Germany | DHL | 5 kg | € 8 |
| Austria | DHL | 2 kg | € 7 |
| Austria | DHL | 5 kg | € 9 |
| Ireland | DHL | 2 kg | € 20 |
| Ireland | DHL | 5 kg | € 22 |
| Denmark | DHL | 2 kg | € 19 |
| Denmark | DHL | 5 kg | € 23 |
Note: For returns over 5 kg or with a value over €500, the return costs are at the customer's own expense and risk.
Return Transit Time
| Country | Transit Time (business days) |
|---|---|
| Belgium | 3-4 days |
| Germany | 5-6 days |
| France | 5-6 days |
| Ireland | 10+ days |
| Netherlands | 3-4 days |
| Austria | 4-5 days |
| Denmark | 7-8 days |
Once the package arrives at our warehouse, it will be processed as soon as possible and the refund will be issued.
If your country is not listed above?
You can still return, but the return costs will be at your own expense. You may choose to register your return in our system according to the steps previously mentioned. You will then receive an address label and shipping instructions. This label is not prepaid and requires payment at a post office of your choice.
2. Send the Item Directly Back to Our Warehouse
Send the package with a carrier of your choice for their requested shipping price. We are not liable for these self-sent packages. Send your return to this address:
Succubus BV
Dorpsstraat 1070
1566JM Assendelft
Netherlands
Please include the packing slip to expedite the processing of your return. Always keep the shipping receipt with the Track & Trace code!
3. Return in Store
Visit us at the above address, drop off your order, and receive a receipt.
Refund
After processing your return in our warehouse, the refund will be automatically processed within 5 working days. The refund will be issued via the same payment method you used for your order.
Exchanges
Please note that product exchanges are not possible. If you wish for a different size or product, we recommend placing a new order.
For further questions, we are available at service@succubus.com
Thank you for your purchase at Succubus.com!