FAQ – Returns
We want you to be completely satisfied with your purchase. Below you will find answers to the most frequently asked questions about returns.
What is the return policy?
You have the right to return products within 30 days of receiving your order, without giving a reason. This applies to items in their original, unused, and resalable condition, with all original tags and packaging intact. Some exceptions apply (see below).
Which items cannot be returned?
For hygiene and safety reasons, the following items cannot be returned unless they are faulty or not as described: pierced earrings, swimwear (if the hygiene seal is broken), cosmetics, and personalized or made-to-order products.
How do I start a return?
To initiate a return, please log into ‘My Account’ on our website and go to your order history. Select the order and items you wish to return and follow the instructions to generate a return authorization. Please do not send items back without this authorization.
What are the return shipping costs?
If you return an entire order, we will refund the standard shipping costs you paid. For partial returns, shipping costs are not refunded. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a faulty product.
How should I pack the return?
Please return the items in their original packaging, securely packed to prevent damage during transit. We recommend using a trackable shipping service. We are not responsible for items lost during return shipment.
When will I receive my refund?
Once we receive and process your return, we will notify you via email. Your refund will be processed to your original payment method within a certain number of business days. The time it takes for the refund to appear in your account depends on your bank or payment provider.
What if the item is faulty or incorrect?
If you receive a defective, damaged, or incorrect item, please contact our Customer Service immediately. We will arrange a replacement or refund and provide a prepaid return label if necessary.
Can I exchange an item?
We do not offer direct exchanges. To get a different size or color, please return the original item for a refund and place a new order on our website.
What about returns for business customers?
Different terms and conditions may apply for business purchases. Please refer to your contract or contact our dedicated B2B service team.
Where can I find more information?
For full details, please review our complete Terms and Conditions. For any questions not answered here, our help section is available online.