I’m sharing my experience to help other consumers understand what may happen if a problem occurs.
I placed an order in January 2026 (order #SH-NL71433-25). One pair of gloves arrived with visible defects, which the company acknowledged in writing. I reported the issue immediately and followed their own return policy instructions.
After my defect report and cancellation request for another item, I received no response for about two weeks. The second item was shipped anyway despite my cancellation email. During this period there was complete silence from customer service.
Because of the lack of communication, I had to send a formal legal notice (ingebrekestelling + WIK 14-day letter) by registered post. Only after this step did the process start moving.
The refund was first processed incorrectly (€163 instead of €166.95), and I had to request the remaining €3.95 separately before the full amount was returned. The company later explained that my emails were archived due to a technical error and apologized.
In the end I received a full refund, but the process required significant effort and legal escalation from my side.
This was far more time-consuming than it should have been for a defect that the company acknowledged in writing. Future buyers should be aware of this and act accordingly.
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Premium handmade leather gloves. Available in 7 countries in Europe, UK and USA. Free leather gel, and luxurious cotton pouch with every pair of gloves.
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If you have any questions or concerns about your order or return, please contact me first (J. Zwart, owner of Schwartz & von Halen) at j.zwart@schwartz-vonhalen.nl. I personally guarantee a response within 12 hours to assist youSee more
