Refund and Return Policy
Refund and Return Guidelines
Eligibility for Returns: We gladly offer refunds for items in unused, unopened, and fully resalable condition within 7 days of receipt. Unfortunately, for health, safety, and hygiene reasons, opened items are not eligible for returns.
Initiating a Return: For returns, we suggest using the Signed For service at your local post office. Ensure to obtain proof of postage or a receipt to address any rare issues that might arise. Include a note in your return package with your name, order number, and reason for the return, helping us process your return swiftly.
Return Shipping Costs: You will be responsible for covering the return shipping costs, which are non-refundable, unless the item is defective. Returns that do not meet our resalable condition criteria or are damaged/opened may be refused for an exchange or refund.
Receiving Your Refund: Refunds will be issued to the original payment method. It may take up to 5 business days (excluding holidays and weekends) for your refund to process through your bank or PayPal, although it typically occurs the same day. If your refund is delayed, please contact us or your bank/payment provider promptly.
Defective Items: If you receive a defective item or encounter issues with your purchase, please file a support ticket through our contact form. Our team will assist you with resolving the issue or provide necessary return instructions. Note: All returns, including those for unwanted and defective items, must be logged via our ticketing system. Unauthorized returns cannot be processed.
Returning Your Items: For returns, please reach out to us via email or phone for the address. You are responsible for return shipping costs. We advise using a trackable shipping method, especially for items valued over 60€, to ensure your return arrives safely. We are not liable for returns lost in transit.
International Orders: Please note that for international orders, customs issues are the responsibility of the customer. We cannot accept returns or refund requests for items stopped by customs. It is the customer's responsibility to ensure items comply with local customs regulations.
1. Return Shipping via UPS Only: Customers must use UPS for returning items. In case of a lost parcel, the customer will be liable, and no refund will be issued.
2. UPS Collection Points: If requested to collect from a UPS collection point, the customer must do so within the specified timeframe. If the parcel is not picked up and is returned to us, a fee of €20 will be deducted from the refund.
3. Uncollected Parcels: If the customer fails to collect the parcel from the UPS collection point and it is not returned to us, no refund will be issued.
4. Return Shipping Costs: Customers are responsible for paying the postage costs for returning items.
5. Return Policy: We have a 7-day return policy. If an item is faulty, please contact us within 2 days of delivery.
6. Non-Refundable Products: Products labeled as non-refundable cannot be returned or refunded.
7. Used Items: Items that have been used are not eligible for return.
8. Collection from UPS within 3-5 Days: Customers should pick up their parcel from the UPS collection point within 3-5 days of delivery to avoid potential fees or issues.
9. Order Changes or Cancellations: If you wish to make changes, such as updating the address or canceling the order, please do so before 15:00 on the day of the order.
If your parcel is lost, damaged, or delivered to the wrong address, and it is marked as delivered but you have not received it, please contact our support team immediately via WhatsApp, Telegram, or email. Once you’ve reached out, kindly allow up to 15 days for us to process your claim.
