Refund & Return Policy
Refund and Return Policy
Return Eligibility: We are pleased to accept returns of items that are unused, unopened, and in a condition suitable for resale within 20 days of delivery. Please note, due to health, safety, and hygiene concerns, we cannot accept returns of opened items.
How to Return: We recommend using your local post office's Signed For service for returns. Be sure to obtain proof of postage or a receipt in case of any issues. In your return package, please include a note with your name, order number, and the reason for the return to expedite the processing.
Costs of Return Shipping: The cost of return shipping is the responsibility of the customer and is not refundable unless the item is found to be defective. We reserve the right to deny a refund or exchange for items returned in a non-resalable condition or if they have been opened or damaged.
Processing Your Refund: We will issue refunds to the original payment method used. Refunds may take up to 5 business days (not including holidays or weekends) to process, though they often occur on the same day. Should there be a delay in receiving your refund, please contact us or your payment provider directly.
Defective Items: Should you receive a defective product or have an issue with an item you've purchased, please open a support ticket via our contact form for assistance. Our team is here to help resolve the issue or provide return instructions. Please note, returns for both unwanted and defective items must be initiated through our ticketing system. Unauthorized returns will not be processed.
Item Return Process: To return an item, please contact us by email or phone to obtain the return address. Return shipping costs are the customer's responsibility. We recommend using a trackable shipping method for items valued over 60€ to ensure your return is secure. We are not responsible for returns that are lost in transit.
International Orders: For international orders, customs clearance is the customer's responsibility. We cannot issue returns or refunds for items detained by customs. It is crucial for the customer to ensure that their items comply with local customs laws.
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.