This may be due to one of the following reasons:

• The email address does not match
  Please use the same email address you used when placing the order.
• The order number is incorrect
  The order number consists of 12 or 13 characters, starts with W or A and was sent from info@passasports.
  Can't find the email? Check your bank statement for the order number.
• A return has already been registered
  Use the return slip from the first registration to return the items together. Be sure to include the order number with the parcel.
• The order has already been (partially) processed for return
  In this case, please contact customer service.
• Personalized items cannot be reported as returns because these items have been personalized especially for you and are therefore excluded from the right of withdrawal.

No, unfortunately it is not possible to exchange your ordered items. In this case, you can place a new order with the correct item and return the wrong item. After receiving and processing your return, the purchase amount will be credited back to the payment method you used to pay for the order.

No, you return at your own cost. We ask you to register the return so that you add the correct data to the return shipment. Without this information, the return processing can take longer and we do not know who sent the package.

Register your order in the returns portal using the wrong e-mail address. In the return portal you can see all the steps to return. We expect that no later than three weeks after delivery to the parcel point, the money back will be visible on the payment method with which you paid.

You will receive a confirmation from us when we have processed your return. The refund is then initiated and should be visible within one week back on the payment method you used with your order.