Effective as of 13/10/2026. At Yawna, we want you to be completely happy with your order. This policy explains how to return an item, how refunds work and what your rights are as a consumer under the Belgian Code of Economic Law (Book VI) and EU Directive 2011/83/EU.
1. 14-day right of withdrawal
You have 14 calendar days from the day you (or a person you designate) receive your order to tell us that you wish to withdraw from your purchase, without giving any reason and without penalty (Article VI.47 of the Belgian Code of Economic Law).
If your order is delivered in several parcels, the period starts on the day you receive the last parcel.
2. How to return an item
- Let us know before the 14-day period ends by emailing info@yawna.fr with your order number and the items concerned. You may use the withdrawal form below, but this is not mandatory: any clear statement is sufficient.
- Send the items back no later than 14 days after informing us of your decision, to: Yawna – Chaussée de Neerstalle 19, 1190 Forest, Belgium.
- Pack the items carefully, in their original packaging if possible, and include a note with your order number.
- Keep your proof of postage (and tracking number) until you have received your refund.
3. Condition of returned items
You may handle and try on the item as you would in a shop, to check its nature, characteristics and size. To receive a full refund, the item must be returned:
- unworn (other than a simple try-on), unwashed and unaltered;
- free of odours (perfume, smoke, etc.), stains or make-up marks;
- with all original tags attached;
- for shoes, tried on only on a clean indoor surface, with soles intact.
If an item has lost value because it was handled beyond what is necessary to try it on, we may deduct an amount corresponding to that loss of value from your refund (Article VI.50 of the Belgian Code of Economic Law). We will inform you by email, with photos.
4. Return shipping costs
Return shipping costs are paid by you, unless the item is defective, damaged or not what you ordered (see section 7). We recommend using a tracked service: the parcel remains your responsibility until it reaches us.
5. Refunds
- We will refund all amounts paid for the returned items, including the original delivery costs (up to the cost of the cheapest standard delivery option we offer), no later than 14 days after being informed of your withdrawal.
- We may withhold the refund until we have received the items or you have provided proof of return shipment, whichever is earlier.
- Refunds are made using the same payment method as your original order (bank card, Bancontact, PayPal, etc.), unless you agree otherwise. You will not be charged any fee for the refund.
- If you return only part of an order that qualified for free delivery (orders from €150), the original delivery costs are not refunded, as you were not charged for them.
- Depending on your bank, it may take a few extra working days for the amount to appear in your account.
6. Exchanges
We do not offer direct exchanges. If you would like a different size or colour, simply return the item using the procedure above and place a new order. This way you can secure the item you want while it is still available.
7. Defective, damaged or incorrect items
If you receive an item that is defective, damaged in transit or different from what you ordered, contact us at info@yawna.fr with photos of the item and its packaging. To help us deal with it quickly, please let us know within 48 hours of receipt. In this case, we cover the return shipping costs and, at your choice and subject to availability, we will replace the item or refund it in full.
8. Legal guarantee of conformity
In addition to the right of withdrawal, all our items are covered by the 2-year legal guarantee of conformity from delivery, under Articles 1649bis et seq. of the Belgian Civil Code. If a lack of conformity appears, you are entitled to have the item repaired or replaced or, if that is not possible, to a price reduction or a refund. This guarantee does not cover normal wear and tear or damage caused by misuse or care that does not follow the label instructions.
9. Items excluded from the right of withdrawal
In accordance with Article VI.53 of the Belgian Code of Economic Law, the right of withdrawal does not apply to items made to your specifications or clearly personalised. Sale items and items bought with a discount code have the same rights as any other item.
10. Questions or disputes
Our customer service is available at info@yawna.fr or on 048573839. We are committed to finding an amicable solution with you. If we cannot reach an agreement, you can contact the Belgian Consumer Mediation Service free of charge (www.consumentenombudsdienst.be/en) or report a problem to the Belgian FPS Economy via its Contact Point (pointdecontact.belgique.be). Belgian law applies, without prejudice to the mandatory consumer protection rules of your country of residence.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To Yawna, Chaussée de Neerstalle 19, 1190 Forest, Belgium – info@yawna.fr:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
– Ordered on (*)/received on (*):
– Order number:
– Name of consumer(s):
– Address of consumer(s):
– Signature of consumer(s) (only if this form is notified on paper):
– Date:
(*) Delete as appropriate.