How long will it take to get a refund?
They will refund you within 14 working days from the date that they receive your return at their warehouse and they will notify you by email. In the event of orders that are canceled before they are shipped, the refund will be made within 3 working days from the cancellation date. If your order was shipped outside the EU, they cannot refund your custom duties and taxes: they suggest contacting your local Customs Office, which could help you recover those costs. You will be refunded with the same method used for the payment.
How can I make a return?
Please follow these steps, so they can process your return as soon as possible:
* Request a Return Authorisation Number (RAN) on their website within 15 days of delivery.
*if you are a registered user: you can access the “Orders” section in your account by clicking here.
*Find the order that contains the product or products that you would like to return and click on “Return product”.
*if you are not registered: access the “Return Authorisation” section, found here
*Fill out and sign the Return Proforma Invoice that was sent with your order.
* I’ve lost the Return Proforma Invoice. can I get a new one.
*Place the Proforma Invoice inside the parcel together with the packaged items that you wish to return.
Note: If you are sending the parcel from an extra-EU country, in addition to the copy inserted in the parcel, please fill in 4 additional copies of the Proforma Invoice and give them to the courier, as they are required for customs clearance.
* Attach the return label that was sent together with your order to the outside of the parcel.
I’ve lost the returns label. can I get a new one.
*Within 15 days of creating your RAN, take the parcel to your closest DHL service point or, if you wish, contact the courier to book the collection of the parcel.
Are returns free?
Orders can be returned for free if you use the same courier that delivered your order. Alternatively, you are also free to choose another courier of your choice. However, in this case, the return shipping costs must be borne by you and these will not be reimbursed. Please note that if a different courier is used, this may slow down the return process and the resulting refund.
Can I make exchanges?
Products purchased from their online store cannot be exchanged. If you wish to exchange the purchased item, you can initiate a return and then proceed to place a new order.