Exchange & Return
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.
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 by email for more information.
Exchanges are only possible for items that are unused, undamaged, and in their original, unopened, and sealed packaging. A request for exchange must be submitted within 14 days of receipt.
For products that are specially manufactured or assembled for you, such as our yurts, exchanges are not possible. These products are made to order according to your specific requirements and can be identified by a delivery time of more than two weeks.
We therefore advise you to carefully consider your purchase and to ensure you are well informed in advance. Colors and materials shown on the website are for illustrative purposes and may differ slightly in reality.
Our socks are designed to be worn directly on the skin and are therefore classified as hygiene products. For reasons of hygiene and health protection, socks may only be returned if they are unworn and remain in their original, unopened, and sealed packaging. Once the seal has been broken after delivery, the right of withdrawal expires. Opened or worn socks cannot be accepted for return or refund.
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.
Products made from natural materials such as sheep’s wool, camel hair, cashmere, and yak wool have specific material characteristics that differ from synthetic materials. These products are designed for comfort, warmth, and breathability and therefore have different usage properties.
Normal wear, including wear at pressure points such as heels, toes, or palms in the case of socks and gloves, is regarded as a characteristic of use and material and does not constitute a defect within the meaning of the statutory conformity requirements.
In addition, products made from natural and undyed materials may show slight variations in color, shade, structure, or fiber thickness. These natural differences are inherent to the material and the artisanal production process and are not considered a deviation or defect.