Return and Refund
(applies for tangible products, only)
You can return any item purchased on our Online Store within 14 days of the delivery date. Here’s how:
Upon completion of your order (after the payment of the purchased goods), you’ll receive by email the corresponding Invoice or Receipt (depending on your option during the checkout process) as well as the Return Form and Return Shipping Label.
1. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
2. Print and complete the Return Form and customer’s Confirmation.
3. Print the Return Shipping Label.
4. Pack the items in the order box (or any rigid carton box) and insert the completed Return Form, the customer’s Confirmation and a copy of the corresponding Receipt / Invoice.
5. Stick the Return Shipping Label over the prior delivery information.
6. Contact your courier service to arrange the pick-up of your package.
Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
Once your package reaches our warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation e-mail.
The refund you will receive will include both the costs of returned items and the original shipping costs, if existed, at Standard Service level.
The return costs shall be borne by the customer. Exception are the cases when the return reason is “Incorrect item received” , where the customer’s return shipping costs (at Standard Service level) will be added to the amount to be refunded.
Alternatively, you can return your order in store.
Christmas Return Policy
All orders placed and delivered between 2 November and 23 December can be returned until 9 January. For orders delivered after 23 December, the regular return policy applies.
We are glad you have decided to keep your purchase. Please contact us by email, where include the Order No, Order Date and your decision to cancel the return procedure.
Sure, pack separately the products belonging to each order along with the corresponding Return Form. Put all packages in the same box, stick the Return Shipping Label (see the above Procedure: step 5).
You can check the status of your return at any time. Contact your courier service to find the date of arrival to our warehouse, and after that contact us by email or phone.
We usually process the returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation e-mail.
The time period for refunding the amount you paid for purchasing the returned products depends on the method of payment used:
Payment by Direct Bank Transfer: Your refund will be issued through wire transfer to a bank account that should be indicated by you in the customer’s Confirmation attached to the Return Form. You will see the refund in your account within 10 business days of the Return Acceptance Confirmation e-mail.
Payment by Credit/Debit Card: Your refund will be issued through wire transfer to a bank account that should be indicated by you in the customer’s Confirmation attached to the Return Form. You will see the refund in your account within 10 business days of the Return Acceptance Confirmation e-mail.
Payment by PayPal (where available): You will see the refund in your PayPal account within 24 hours of the Return Acceptance Confirmation e-mail. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card.
Payment by Cash on Delivery: Your refund will be issued through wire transfer to a bank account that should be indicated by you in the customer’s Confirmation attached to the Return Form. You will see the refund in your account within 10 business days of the Return Acceptance Confirmation e-mail.
If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorized to refund a different account.
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
Find more information about Returns and Refund see Returns Policy.