RETURN INFORMATION
Right of Withdrawal
Right of Withdrawal
You may withdraw from your purchase within 14 days of receiving your order, without giving any reason. For orders shipped in multiple parcels, the 14-day period begins on the day you receive the last item.
To meet the withdrawal deadline, it is sufficient to notify us of your intention to withdraw before the 14-day period expires. Once you have notified us, you must return the item(s) within 14 days.
How to Start a Return
How to Start a Return
Please submit your return request via our Return Registration Form, or contact our customer service by email, including:
- Order number
- Your name and email address
- Item(s) and quantity to be returned
- Reason for return (optional)
Once we receive your request, we will confirm the details and, if applicable, provide you with a return label and further instructions by email.
Faulty, Damaged, or Incorrect Items
Faulty, Damaged, or Incorrect Items
If you received a faulty, damaged, or incorrect item, please contact our customer service by email with photos of the item and a description of the issue. We will review your request and advise on the next steps, including return shipping and replacement or refund, at no cost to you.
Condition of Returned Items
Condition of Returned Items
Items with a hygiene seal (e.g. certain beauty and cosmetic products) may not be eligible for return if the seal has been broken. Simply opening the outer packaging does not automatically disqualify a return — please contact customer service, and we will assess the condition of the item individually.
Return Shipping Costs
Return Shipping Costs
- Change of mind / general withdrawal: return shipping cost is borne by the customer.
- Faulty, damaged, or incorrect items: return shipping cost is covered by us.
Refunds
Refunds
- Refunds are issued to the original payment method used at checkout.
- Refunds are processed within 14 days of receiving your withdrawal notice, once the returned item has been received and inspected (or proof of return shipment has been provided).
- The standard delivery cost of your original order is included in the refund, in line with your right of withdrawal.
- The time it takes for the refund to appear in your account may vary depending on your payment provider.
Promotional Gifts
Promotional Gifts
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If your order included a free gift tied to a minimum spend, the gift may need to be returned along with your item if the return brings your order below the qualifying amount. For example, if a gift required a minimum purchase of €50 and you return part of your order that brings the total below €50, we may ask you to return the gift as well.
FAQ
HOW LONG DO I HAVE TO RETURN AN ITEM?
HOW LONG DO I HAVE TO RETURN AN ITEM?
You may withdraw from your purchase within 14 days of receiving your order, without giving any reason. For orders shipped in multiple parcels, the 14-day period begins on the day you receive the last item. It is sufficient to notify us of your intention to withdraw before this period expires — you then have 14 days to return the item(s).
HOW DO I START A RETURN?
HOW DO I START A RETURN?
Please submit your return request via our Return Registration Form, or contact our customer service by email, including your order number, name and email address, the item(s) and quantity to be returned, and the reason for return (optional). Once we receive your request, we will confirm the details and, if applicable, send you a return label and further instructions by email.
WHAT IF I RECEIVED A FAULTY, DAMAGED, OR INCORRECT ITEM?
WHAT IF I RECEIVED A FAULTY, DAMAGED, OR INCORRECT ITEM?
Please contact our customer service by email with photos of the item and a description of the issue. We will review your request and advise on the next steps, including return shipping and a replacement or refund, at no cost to you.
CAN I RETURN AN ITEM IF THE PACKAGING HAS BEEN OPENED?
CAN I RETURN AN ITEM IF THE PACKAGING HAS BEEN OPENED?
Items with a hygiene seal (such as certain beauty and cosmetic products) may not be eligible for return if the seal has been broken. Simply opening the outer packaging does not automatically disqualify a return — please contact customer service, and we will assess the condition of the item individually.
WHO PAYS FOR RETURN SHIPPING?
WHO PAYS FOR RETURN SHIPPING?
For a change of mind or general withdrawal, return shipping is at your own cost. For faulty, damaged, or incorrect items, we cover the return shipping cost.
HOW WILL I BE REFUNDED, AND WHEN?
HOW WILL I BE REFUNDED, AND WHEN?
Refunds are issued to the original payment method used at checkout. We process refunds within 14 days of receiving your withdrawal notice, once we've received and inspected the returned item (or received proof of return shipment). Please note the standard delivery cost of your original order is included in the refund, and the time it takes for the refund to appear in your account may vary depending on your payment provider.
WHAT HAPPENS TO A FREE GIFT IF I RETURN PART OF MY ORDER?
WHAT HAPPENS TO A FREE GIFT IF I RETURN PART OF MY ORDER?
If your order included a free gift tied to a minimum spend, and your return brings the order total below that spending threshold, we may ask you to return the gift as well. For example, if a gift required a minimum purchase of €50 and your return brings the total below €50, the gift should be returned too.