BackToMe is the compliance infrastructure for the withdrawal right (a European obligation, Directive (EU) 2023/2673, in force since 19 June 2026; the 14-day withdrawal right is harmonised across the 27 EU member states by the Consumer Rights Directive 2011/83/EU). Installed with a single line of code, it receives the customer's request, sends them an email acknowledgement of receipt they keep, and archives it, timestamped and impossible to alter afterwards. Installing the button covers what the law requires and provides solid proof for every request.

Does the withdrawal right apply to clothing?

Yes, for standard ready-to-wear. The customer has 14 days to return a garment and obtain a refund. You can require it to be unworn, still tagged and in its original packaging, but you cannot refuse the refund on the grounds that the customer tried it on. Trying items on is explicitly permitted by European case law.

Which pieces count as "made-to-measure" and are excluded from the withdrawal right?

Pieces made to the customer's exact measurements (a bespoke suit, a wedding dress, a tailored shirt) count as made-to-measure and are excluded from the withdrawal right. Choosing a size from standard options (S/M/L/XL), on the other hand, is not made-to-measure, even if the requested size is rare and made to order.

How do I handle shoe returns?

Shoes are standard goods subject to the withdrawal right. The customer can try them on (the equivalent of trying them in-store) and return them within 14 days. You can require them to be returned in their original box, with no signs of outdoor use (clean soles, looking new). Premium sneakers or limited editions follow the same rule, unless expressly personalised.

Do Vinted or Vestiaire Collective handle the withdrawal button for sellers?

For private sellers (C2C), there is no withdrawal obligation: consumer law only applies to sales by a professional. For professional sellers who use these platforms, the obligation does apply: they must make sure the platform offers a compliant mechanism. Failing that, they remain responsible for filling the gap with an external solution.

Fashion and textile sector

Withdrawal button for fashion and textile shops

Q: Can underwear and swimwear be returned?

Yes, as long as the hygiene seal is intact. Once the seal is broken (usually a tag or plastic film attached to the garment), the exception for sealed goods that cannot be returned for hygiene reasons (Consumer Rights Directive 2011/83/EU, art. 16) applies: the item can no longer be resold for hygiene reasons. The customer must be clearly informed before purchase that removing the seal forfeits the withdrawal right.

Last reviewed on July 22, 2026

Do you sell clothing, shoes or accessories online to consumers? Since 19 June 2026, a withdrawal button has been mandatory across the whole EU (Directive (EU) 2023/2673). Ready-to-wear, sneakers, accessories, underwear, made-to-measure: each fashion category has its own specifics when it comes to the withdrawal right. Here is an overview of the applicable rules and of the cases where an exception to the withdrawal right (harmonised across the EU by the Consumer Rights Directive 2011/83/EU, art. 16) can be relied upon.

Start the free trial →Am I concerned?

0 € today · Cancel in one click · 30-day money-back guarantee

The general rule: everything is returnable

For standard ready-to-wear (standard sizes S/M/L, predefined colours, catalogue models), the withdrawal right applies in full. The customer has 14 days from delivery to request a refund, with no need to give a reason.

You may set reasonable conditions for returns in your terms and conditions: tags still attached, original packaging, apparently new condition. You cannot refuse the refund on the sole grounds that the customer tried the garment on, as long as that try-on stays comparable to trying it on in-store (quick, with no prolonged use).

If the customer has clearly used the garment beyond a normal try-on (stains, odours, signs of wear), you can reduce the refund in proportion to the depreciation. This deduction must stay proportionate and justified. Refusing the refund in full remains a legal risk.

The special cases in textile

Made-to-measure pieces (suit, wedding dress, tailored shirt)

Made to the customer's exact measurements: the exception for goods made to the consumer's specifications (Consumer Rights Directive 2011/83/EU, art. 16). The withdrawal right does not apply. But this qualification covers ONLY genuinely made-to-measure pieces, not a standard colour or size chosen from a set of options.

Underwear and swimwear

The exception for sealed goods that cannot be returned for hygiene reasons (Consumer Rights Directive 2011/83/EU, art. 16): the withdrawal right lapses once the hygiene seal is removed. The customer must be clearly informed before purchase. As long as the seal is intact, a return remains possible.

Personalised items (embroidery, printing, engraving)

A T-shirt embroidered with a first name, a cap printed with a customer's logo, made-to-order embroidery: the exception for personalised goods (Consumer Rights Directive 2011/83/EU, art. 16) applies if the personalisation is free-form and not reusable. A pre-set personalisation option (a choice from 200 available first names) is more debatable and more likely subject to the withdrawal right.

Shopify fashion stores: quick installation

Most fashion stores run on Shopify. Installing the compliant withdrawal button takes a single tag: you paste the BackToMe tag into the theme.liquid file, just before the closing </head> tag.

The button appears automatically in the footer on every page, including product pages, the checkout funnel and the customer account. It covers international variants (languages, currencies) if you run Shopify Markets. Step-by-step details in the Shopify installation guide.

BackToMe does not just display the button. Every request triggers an email acknowledgement of receipt that the customer keeps, then a timestamped archive that cannot be altered afterwards, retained for 5 years. It is this proof, not the button alone, that protects you the day a dispute arises or a regulator (in Ireland, the CCPC) carries out a check.

Your sector has its own rules

The withdrawal right applies differently depending on what you sell. See also:

Cosmetics and hygiene: the rule for sealed products.
Food and perishables: perishable goods and sealed items.
Electronics and high-tech: unsealed media and digital content.
The 13 exceptions to the withdrawal right.

Your sector is concerned: the proof that protects you, set up in five minutes

The withdrawal button is a European obligation (Directive (EU) 2023/2673) in force since 19 June 2026. BackToMe sets it up, proves every request and applies the law of each EU country. 7-day free trial, 0 € today.

Start the free trial →Am I concerned?