Exchange & Return
Largely, our items are unique and handmade in Mongolia. For many items, it is not possible to exchange. Our advice is therefore to think carefully about your purchase or come and visit us in Terneuzen. The colors demonstrated on the website are always for preview purposes, but may vary one shade in real life. Please contact us via email for more information.
For many items, it is not possible to return or exchange them. Indeed, items such as the yurts are made especially for you in Mongolia according to your wishes. These items can be identified by their delivery time of more than two weeks. Our advice, therefore, is to think carefully about your purchase and get well informed. The colors demonstrated on the website are always for preview purposes, but may vary one shade in real life.
Other items can be returned within 14 days of receipt and the purchase price will be refunded. However, the seal/packaging of the items must not be broken and the items must be delivered to us undamaged. If this aspect is not observed, unfortunately, we cannot take back the items and cancel the payment. The return costs are at your own expense. You are responsible for the return shipping and the costs involved. Once we have received the order in order, you will receive a refund of your purchase price within 14 days.
If an item is missing or you received a different item than you ordered. Then contact us immediately by email or phone. Please include the item number of the missing item and your order number. You can return this item to us without any return shipping charges. Refunds will be made once we receive the items at our facilities. You will receive the refund via the same payment method you used for the purchase.
In a few cases, your ordered item may have been damaged in transit, or you may receive a defective item. If this is the case, please notify us by email within 24 hours. Please include the order number in the subject of your email, and a clear description of the damage. Please include photos of the damaged product. We will do everything possible to reach an appropriate solution.