en en

Returns and exchanges

Not satisfied or made the wrong choice? Don’t worry — we’re happy to help you with returns or exchanges.

At Shogun we deliver high-quality products, carefully packed and shipped. Still, it may happen that a product is not quite what you expected. In that case, you can easily return or exchange it via our return portal.

Questions? Feel free to contact our customer service — we’re here to help.

How can I return my product?

You can return your product in two ways:

  1. Bring the product to our store in Purmerend.
  2. Send it via our return portal.

1. Return in store

Hand in the product at our store. Our staff will register your return, and our customer service team will handle the rest. You’ll receive updates by email.

2. Return by post

  1. Go to our return portal.
  2. Enter your order number and email address.
  3. Follow the steps. We’ll review your request and get in touch with you.
How does the right of withdrawal work?

Want to use your right of withdrawal? Register your return within 14 days of receiving your order via the return portal.

Once approved, you’ll have another 14 days to send the product back to us. Return shipping costs are at your own expense.

Returning your entire order? We’ll also refund the original shipping costs. Returning only part of your order? You’ll be refunded only for the returned items.

Can I exchange my product?

Yes, you can. For exchanges, follow the same steps as for returns:

  1. Bring the product to our store, or
  2. Register your return via the return portal and choose a coupon equal to the value of the returned product.

You can then use the coupon to place a new order in our webshop.

Can I return a second-chance or demo product?

Demo and second-chance products purchased in-store cannot be returned.

What are the costs of returning?

The shipping costs for returning a product are at your own expense, unless otherwise agreed.

How should I pack my return?
  1. Pack the product securely and discreetly — preferably in the original shipping box.
  2. Attach the shipping label (received via the return portal) to the box.
  3. Make sure the box is properly sealed with tape before handing it in at the shipping point.
When will I receive my refund?

After we receive your return and our customer service has checked it, you’ll receive your refund within 14 days via the original payment method.

Please note: if the product is damaged or incomplete, part of the amount may be deducted. We assess this based on:

  1. Damage to the product itself
  2. Damage to the packaging
  3. Missing parts

Our customer service will always contact you if this applies.

How can I track the status of my return?

Once you’ve registered a return via the return portal, you’ll receive a unique link. Through this link and our emails, you can track the status of your return and see if we need any additional information.