How to return
1) Register your return online
Register your return online via our return portal before sending your parcel back.
Use your order number (NUM…) and the e-mail address you used when ordering.
Exchange
When you register your return, you also have the option to choose an exchange for a different size, colour or style instead. Simply follow the instructions in the return portal
2) Return instructions and costs
After registering, you will receive a confirmation and an email with further return information and instructions. Please note that our return process varies depending on the country you are returning from.
a) For customers from Belgium, Poland, Sweden, Ireland or Luxembourg
● You will receive a return label in the email.
● Follow the return instructions provided.
● Drop off your package at a GLS Parcel Shop.
● Please note that a return fee of 6 EUR will be deducted from your refund.
b) For customers from all other countries
● You will receive an email with instructions on how to send your return to us.
● Follow the return instructions provided.
● Drop off your package at your chosen courier service.
● You are responsible for the return shipping costs yourself, and no return fee
will be deducted.
3) Pack your order and enclose the return form
Enclose the return form that came with your order in the return parcel.
Please make sure the item is returned:
● in its original packaging
● in the same condition as when you received it
● with the original hangtags and price tags attached
4) Send your parcel
Hand your parcel over to the carrier or drop-off point that applies to your return method
5) Await your refund
Once we have received and processed your return, the amount for the returned item(s) will be refunded to the same payment method used for the purchase.
You will automatically receive an e-mail once your return has been processed.
Frequently Asked Questions
If you exercise your right of withdrawal for your entire order, all payments received from you will be refunded, including shipping costs.
PARTIAL WITHDRAWAL: If you have purchased multiple items in one order and only cancel part of your purchase, we will not refund the shipping costs for the shipment of your order.
Please note that a return fee only applies if we provide a prepaid return label for your country. In that case, a fee of €6 is deducted for handling and return shipping, regardless of whether you return all or part of your order.
The refund amount will be returned to the payment method you used to pay for your order. Please note that it may take 1-4 business days before the amount is available in your account.
Contact customer service. If, against expectations, you did not receive a return form with your order, please email our customer service at shop@numph.com and we'll send you a copy of the return form to include with your return shipment.
The refund will be returned to the payment method you used to pay for your order. Please note that it may take 1-4 business days before the amount is available in your account. During busy periods, it can take up to 7-10 working days from when we receive your parcel until your return has been processed. If you paid for your order via MobilePay, the amount will be refunded to the account linked to the card attached to your MobilePay account.
If you wish to return one or more items from your order, please use your right of withdrawal within 14 days after you have received your order.
Send an email to shop@numph.com with a description and photos of the issue, along with your order number, product name, style number, and size.
Please do not return items for complaint to us before you have contacted our customer service. Complaints cannot be registered or processed through our return portal.
If you want to file a complaint about an item purchased from a third party (e.g., another webshop or a physical store), please contact the shop where the item was bought - that shop is responsible for handling complaints. We cannot process complaints for items bought through third parties.
You can exchange for a different size, color, or a completely different item via our returns portal.
Exchanges are dispatched as soon as payment has been received. We process exchanges and returns separately and will refund your return as soon as it has been received by us.
If you received a welcome discount on your first order, this discount will automatically be applied to your exchange. You’ll also get free shipping on your exchange.
A return fee of €6 is deducted for handling and shipping of the return package - whether you return your entire order or only part of it. This only applies if we provide a prepaid return label for your country; if you arrange the return shipment yourself, no fee is deducted.
All returns must be sent directly to our warehouse at the following address:
Nümph A/S
c/o ALPI
Essen 30
6000, Kolding
Danmark
Please note that we are unfortunately not able to pick up parcels from parcel shops or pickup points.
The clothing must be in its original packaging, unused, and with the original labels and price tags attached.
You are only liable for any reduction in the item’s value caused by handling beyond what is necessary to determine the item’s nature, characteristics and how it works. In other words, you may try the item on as you would in a physical store. If hangtags, price tags, or similar are damaged or removed from the item, it will be considered used and cannot be returned.
If the item has been tried on beyond what is described above, it will be considered used. This means that if you cancel the purchase you will only receive part of the purchase price back — or possibly none — depending on the item’s resale value at the time of return. To receive a full refund, you must therefore try the item without actually using it.