How to make a return

 

If you are interested in a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.

 

1) Create a "return label"

- Log in to your account by clicking on the profile icon and enter the email address used to place the order.

- Enter the verification code received by email.

- Go to the “Orders” section and find the order you wish to return.

- Click on “Request return”.

- Select the item you wish to return and indicate the reason for the return.

- Follow the instructions provided step by step.

- Wait for the email confirming the approval of your return, which will include the shipping instructions and the return label.

 

2) Pack the products with the return label

Pack the order in your original box (different boxes can be used, but we strongly encourage recycling where possible) and attach the new label, ensuring the original label is covered.

We encourage you to use our box for the return in respect for our environment.

 

3) Drop the products or hand them to the carrier

- Carrier pick-up

Make sure someone is at home when the carrier is scheduled to come to pick up the package and hand over the package to the carrier.

- Collection point

You can take your package to one of the courier's collection points.

 

4) Wait for return confirmation and refund

You'll get an email confirmation when your order has been correctly returned to our warehouse and refund processed (2-3 business days) Please note that it may take 5-7 days to get it credited on your account].

In case you have any questions please have a look at our Return FAQ. If you have any feedback on our returns process, don’t hesitate to contact us.

 

RETURNS and REFUNDS

 

WHAT IS YOUR RETURN POLICY?

Returning an item is quick, easy and free. If for any reason you are not satisfied with a product you’ve purchased, you can return it within 14 days to get the refund. Once we’ve inspected the item, we’ll refund the price you paid with the original payment method chosen at the time of purchase.

If you wish to return an item, there is no need to contact us: simply log in to your account, go to the “Orders” section, find the order you wish to return, and click on “Request return”. 

If you’d like a different size, colour or item, please return the product to us and place a new order.

We do our best to accept all returns, however, should an item be in unsuitable condition, we may have to send it back to you.

It normally takes around 14 days to receive and refund your parcel – we’ll drop you an email once we’ve received it. Depending upon the card issuer, it may take up to 10 days for the refund to be visible in your account.

 

WHO BEARS THE RETURN SHIPPING COSTS?

Return shipping costs are free for all European Union countries (Austria, Germany, Belgium, Croatia, Greece, Ireland, Luxembourg, Malta, Holland, Portugal, Slovakia, Slovenia, Spain, Cyprus, Bulgaria, Latvia, Lithuania, Poland, Romania, Hungary, Denmark, Finland, Sweden, Czech Republic, Estonia, France, Monaco, Italy, San Marino).

For non-EU countries (not included in the above list), the refund does not include the transport costs incurred to return the goods. For this reason, the customer may use the courier he considers most appropriate.

Below the shipping costs charged to each country:

 

WHAT IF THE CARRIER IS NOT ABLE TO COLLECT MY RETURN?

If for any reason your package is not collected on the day you’ve booked, please follow our usual returns instructions and book in another pick up free of charge.

 

THERE’S NO LABEL IN THE BOX, HOW DO I RETURN MY ORDER?

To get a free return label, please click here, enter your order number and email address, and follow the easy steps to book in a return.

 

I PURCHASED ONLINE, CAN I RETURN TO A RETAIL STORE?

Online purchases should be returned directly to our online store. It’s simple to return – just click here to log in to your account.

 

I PURCHASED IN A RETAIL STORE, CAN I RETURN ONLINE?

We are unable to accept returned items from retail stores. Please check here to find the nearest store to return to.

If you have some difficulty getting to a store, just call the store you purchased from, who will be able to help you. Otherwise, contact us and we’ll be happy to help you.

 

CAN I RETURN AN ITEM FOR AN EXCHANGE INSTEAD OF A REFUND?

We are unable to offer an exchange - if you would like a different size, colour or item, please return the product to us and place a new order.

 

HOW DO I CREATE A RETURN LABEL?

Just click here and select ‘create a return’ to create and print a return label. All you need is your order number and email used when you placed the order.

 

WHERE CAN I FIND MY ORDER NUMBER?

You can see your order number in the order or in the shipping confirmation email we sent you. If you already have an account, you can log into My Account and click on Orders to view your order number.

 

WHAT CAN I DO IF I AM UNABLE TO PRINT MY RETURN LABEL?

If you are unable to print a return label, we can help you – just contact us, supplying your order number and the return reason and we’ll send you the return label.

 

HOW DO I TRACK MY RETURN?

You can track the shipment of your return as soon as it has reached our carrier. The tracking number is provided on the return label that you have created at the end of the return booking process.

If you’re unable to see the tracking information straight away, this could probably mean that the carrier hasn’t collected the parcel yet and should be updated as soon as they make the withdrawal.

 

I RECEIVED A FAULTY ITEM

We’re really sorry about that, please return faulty item to us for a full refund.

All you need to do is create your returns label here and state ‘Item was defective’ as the reason for the return. Once your parcel has arrived and we’ve inspected the item, we’ll get in touch to provide an update.

We are unable to send out a replacement item, however, you can place a new order – Click here if you need any help placing your order.

 

I RECEIVED AN INCORRECT ITEM

We’re really sorry about that, please return the incorrect item to us for a full refund.

All you need to do is create your return label here and state ‘Wrong item’ as the reason for the return when prompted. Once your parcel has arrived and we’ve inspected the item, we’ll get in touch to provide an update.

Please consider 5 days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Depending on the card issuer, it may take up to 10 days for the refund to be visible on your account.

We are unable to send out a replacement item, however, you can place a new order – Click here if you need any help placing your order.

 

HAVE YOU RECEIVED MY RETURNED ITEMS?

Please allow 5 days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Depending on your card issuer, it can then take up to 10 days for the refund to show on your account.

 

WHEN WILL I RECEIVE MY REFUND?

As soon as your parcel reaches us, we’ll send you an email and complete your refund. Depending on the card issuer, it may take up to 5-10 days for the refund to be visible on your account.

 

RETURN POLICY

 

Right of withdrawal

If you are not satisfied with the Products you received or have simply changed your mind about purchasing them after we have e-mailed you your Order Confirmation, you can return them within 14 calendar days of delivery of the Products and get a refund.

This is a right of withdrawal that you can exercise without penalty and without giving any reason.

Please note that while the Products remain in your possession you are responsible for keeping them safe, secure and in good condition.

In case of returns for change of mind (right of withdrawal), you will be fully reimbursed apart from shipping costs for return delivery.

We recognize no right of withdrawal for Products that you have asked us to customize.

Customize products can however be returned if they are faulty.

 

Legal guarantee for faulty goods

In addition to the above, we recognize the statutory 2-year (or the longer period that may be set forth by your local law) guarantee for product faults. A product is "faulty" if received damaged or where a manufacturing or material fault occurs within 2 years (or the longer period that may be set forth by your local law) from the purchase. Please note that Products damaged due to wear and tear are not considered faulty.