Refund policy
AEON Returns & Refunds Policy
Last updated: May 2026
Issued in Amsterdam, the Netherlands
At AEON, every piece is carefully curated, inspected, and described as accurately as possible. We specialise in luxury second-hand, vintage, pre-owned, and archival fashion and accessories.
All AEON items are pre-owned unless clearly stated otherwise in the product listing. Because of their second-hand or vintage nature, items may show natural signs of previous wear, age, storage, or handling. Any visible flaws, imperfections, or signs of use will be described and/or shown in the product photos whenever reasonably possible.
Please read this policy carefully before placing your order.
1. Returns
You have 14 calendar days after receiving your order to request a return.
To start a return, please contact us at:
Please include your order number and the item you wish to return.
Please do not send your item back before your return request has been approved. Items returned without prior approval may not be accepted.
Once your return request has been approved, we will provide you with return instructions and the return address.
After your return request has been approved, the item must be shipped back to us within 14 calendar days.
2. Return Conditions
To be eligible for a return, the item must be returned in the same condition in which you received it.
Returned items must be:
- Unworn, unused, unwashed, and unaltered
- Free from new damage, stains, odours, perfume, make-up marks, or signs of wear after delivery
- Returned with all original tags, AEON tags, security tags, and packaging attached where applicable
- Accompanied by your order confirmation, receipt, or proof of purchase
You are responsible for handling the item with reasonable care while it is in your possession.
If an item has been handled beyond what is necessary to inspect its nature, characteristics, condition, or fit, and this has reduced the value of the item, AEON reserves the right to make a proportionate deduction from your refund where permitted by applicable law.
3. Return Shipping
Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, incorrect, not as described, or unless otherwise required by applicable law.
AEON does not provide prepaid return shipping labels.
Customers are responsible for arranging and paying for their own return shipment.
We strongly recommend using a tracked and insured shipping service. AEON is not responsible for returns that are lost, delayed, damaged, or misdelivered in transit.
Please keep your proof of postage and tracking information until your return has been fully processed.
If a return is lost in transit and no valid tracking or proof of shipment can be provided, we may be unable to process the refund.
4. Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method used at checkout.
Refunds will not be issued as store credit, gift cards, or any alternative payment method unless you have clearly agreed to this.
Where required by applicable law, refunds will be processed within 14 calendar days after we receive the returned item or valid proof that the item has been shipped back to us, whichever occurs first.
Your bank, credit card provider, or payment service may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
5. Original Shipping Costs
Where required by applicable consumer law, we will refund the standard original shipping cost of your order.
We are not required to refund:
- Express, priority, or upgraded shipping costs selected by you
- Additional delivery services
- Import duties, customs fees, taxes, or brokerage fees
- Return shipping costs, unless required by applicable law
If you return only part of your order, original shipping costs may not be refundable unless required by applicable law.
6. Vintage, Pre-Owned & Second-Hand Condition
All AEON items are pre-owned, vintage, second-hand, or archival unless clearly stated otherwise in the product listing.
Due to the nature of second-hand and vintage fashion, items may show natural signs of wear, age, storage, or previous use. These may include, but are not limited to:
- Minor surface marks or scuffs
- Slight fading or colour variation
- Fabric wear, softening, or texture changes
- Small scratches or marks
- Hardware discolouration or patina
- Minor signs of storage or age
- Variations in sizing due to vintage sizing standards
These characteristics are part of the nature and history of pre-owned items and are not considered defects when they have been described, photographed, reasonably visible, or are consistent with the item’s stated age, condition, and product listing.
We make every reasonable effort to provide accurate descriptions, measurements, photographs, and condition details. However, slight variations in colour, texture, fit, or measurements may occur due to lighting, screen settings, fabric composition, production era, or the nature of vintage sizing.
We encourage you to review all product descriptions, photos, measurements, and condition details carefully before purchasing.
7. Defective, Damaged, Incorrect, or Not as Described Items
Please inspect your order carefully upon delivery.
If your item is defective, damaged, incorrect, or materially not as described, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos showing the problem.
We will assess each case individually and offer an appropriate solution where applicable. This may include a repair, replacement where possible, partial refund, full refund, or another suitable remedy.
Minor signs of wear, age, or previous use are not considered defects if they were described, photographed, reasonably visible, or consistent with the item’s stated condition.
8. Legal Guarantee of Conformity
For customers in the European Union, second-hand goods purchased from a professional seller are covered by the applicable legal guarantee of conformity.
This means that the item must match its description, photographs, condition details, and the information provided at the time of purchase.
The legal guarantee is generally a minimum of two years within the European Union. Where applicable law allows a shorter guarantee period for second-hand goods, this may only be reduced by agreement to a minimum of one year and only if clearly stated before purchase.
The legal guarantee does not cover:
- Normal wear and tear
- Damage caused after delivery
- Improper use, storage, cleaning, or care
- Alterations or repairs made after delivery
- Damage caused by third parties
- Characteristics that were described, photographed, reasonably visible, or consistent with the item’s stated condition, age, or pre-owned nature
Because AEON sells pre-owned, vintage, and second-hand items, natural signs of previous use do not automatically mean that an item is defective or non-conforming.
Your statutory consumer rights are not affected.
9. Security Tags, AEON Tags & Packaging
Some AEON items may be shipped with AEON tags, security tags, or return tags attached.
Returns may be refused, or a deduction may be made from the refund where permitted by law, if:
- A security tag has been removed, broken, cut, or tampered with
- AEON tags have been removed or damaged
- The item has been worn, used, washed, altered, or damaged
- The item has stains, odours, perfume, make-up marks, or other signs of use after delivery
- The item is returned outside the applicable return period
- The item is returned without prior approval
If a return is refused, we will contact you and may offer to send the item back to you at your expense.
10. Non-Returnable Items
For hygiene, safety, or product-specific reasons, certain items cannot be returned unless they are defective, damaged, incorrect, not as described, or unless a return is required by applicable law.
Non-returnable items may include:
- Earrings and pierced jewellery
- Swimwear where the hygiene seal has been removed or damaged
- Underwear or intimate items where the hygiene seal has been removed or damaged
- Personalised, customised, or made-to-order items
- Gift cards
- Items clearly marked as non-returnable where permitted by law
Please contact us before purchasing if you have questions about a specific item.
11. Sale & Final Sale Items
Sale items may be returned in accordance with your applicable statutory consumer rights.
Items clearly marked as Final Sale on the product page at the time of purchase are not eligible for voluntary return, refund, or exchange, unless the item is defective, damaged, incorrect, not as described, or unless a return is required by applicable law.
Your statutory rights are not affected by a Final Sale designation.
12. Exchanges
We do not currently offer direct exchanges.
Because many AEON pieces are unique and one-of-a-kind, we cannot guarantee that the same item, size, or style will be available again.
The fastest way to purchase a different item is to return your original purchase, subject to eligibility under this policy, and place a new order separately.
13. International Orders
European Union
Orders delivered within the European Union are subject to applicable EU consumer protection laws, including the 14-day right of withdrawal and the legal guarantee of conformity.
United Kingdom
Orders delivered within the United Kingdom are subject to applicable UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
UK customers generally have the right to cancel an online order within 14 days of receiving it and must return the item within 14 days after notifying us of cancellation, unless an exception applies.
Other International Orders
For orders shipped outside the European Union and the United Kingdom, returns may still be accepted under this policy unless local mandatory consumer laws provide otherwise.
Customers are responsible for checking and paying any applicable customs duties, taxes, import fees, brokerage fees, and return shipping costs.
AEON is not responsible for delays caused by customs, import procedures, postal services, or courier handling.
Customs duties, taxes, import charges, brokerage fees, and related fees are non-refundable unless required by applicable law.
14. Refused Deliveries & Unclaimed Packages
If a package is refused, rejected, or not collected by the customer and is returned to AEON, any shipping costs, return shipping costs, customs fees, duties, taxes, brokerage fees, or handling fees incurred may be deducted from the refund where permitted by applicable law.
If the package is not returned to AEON, we may be unable to issue a refund.
15. Questions Before Purchasing
We encourage customers to contact us before purchasing if they have questions about an item’s size, fit, condition, measurements, colour, material, or return eligibility.
You can contact us at:
We aim to respond to enquiries within 2 business days.
16. Model Withdrawal Form
You may use the form below to notify us that you wish to withdraw from your purchase. You are not required to use this form; you may also contact us by email with a clear statement.
To: AEON
Email: info@aeonofficial.com
I hereby give notice that I withdraw from my contract of sale for the following item(s):
Order number:
Item(s) ordered:
Date ordered:
Date received:
Name of customer:
Address of customer:
Email address used for the order:
Date:
AEON
Amsterdam, the Netherlands
info@aeonofficial.com