RETURNS AND REFUNDS
You can return an item within 14 days from delivery by using the pre-paid label included in your order package.
Return the items in the same state they were delivered.
The right to cancel the purchase can only be exercised by the purchaser and under no circumstance by the person receiving the item as a gift.
The right to cancel is subject to the product being returned in good state: any used, dirty or damaged item, without labels, stickers and packaging material will not be refunded.
HOW THE REFUND WORKS
The returned item is delivered to our trusted logistics partners and our staff verifies the item as quickly as possible: once the returned item is approved, you will be notified by email.
While always compliant with your statutory rights, the method and timing of your refund may vary depending on the payment method chosen at the time of purchase:
- if you paid by credit card or PayPal, we will issue your refund by reversing the original payment within 7 working days from the date the returned item was delivered (the refund will appear on your credit card statement within 5-6 working days, based on the contract with the credit card issuer).
- if you used a pre-paid card for your purchase, or if your credit card is about to expire, we will not be able to issue an automatic refund: after completing the returns form, please send an email to firstname.lastname@example.org indicating your preferred refund method (bank transfer or PayPal).
- if you paid by Sofort, we will issue your refund within 7 working days from the date the item was returned.
- if you have paid using iDEAL, we will issue a refund within 7 working days from the date on which the returned goods are delivered.
HOW TO RETURN AN ITEM
To return an item, go to your Profile, select My Orders, click on Details and then on the Return button.
Indicate which items you want to return, selecting the quantity and the reason for returning. Finally, click Confirm.
Remember that the articles must be returned undamaged and in the same condition in which they were received, along with the tags showing the barcode and every other seal that arrived with the product.
Please note that we do not offer substitutions at the moment.
You can still return an item (getting a refund) and make a new purchase (you do not need to wait for your refund to make a new order).
HOW TO BOOK YOUR FREE PICK UP SERVICE
To book our free collection service, you will need the DHL Express label you received with your order, inside the parcel.
Please contact the courier on [31 88 0552 000] to book your collection time, stating that you have a prepaid return label.
All you need to do now is remove the original shipping label from the parcel and attach the new prepaid return label, wait for the courier to pick up your parcel, and ensure that the item is shipped with the same shipping number printed on the prepaid return label.
If you prefer, you can return the item at an authorized service center. For a current list of DHL service points, visit the DHL website.
In this case too, you will need to replace the original shipping label with the prepaid label we sent you.