FAQ RETURNS AND REFUNDS

FAQ Returns and Refunds

How can I request a return?

You can return products to our warehouse following this procedure:

Return by courier

You have 14 days from the order's delivery to return the goods using this fast, easy procedure. The return shipping costs will be at your expense.

If you are not a registered user, please contact our Customer Services Department.

If you are a registered user, you can send the return request directly from the My Account area:

  • Request a return

    You have 14 days after receiving the order to request a return and an additional 14 days to return the products.

    As a Registered User you can send us your return request directly from your account.

    Just access your profile and enter the "My orders" section, select the order that contains the product you want to return and click on "Request return". You will receive an email with all the instructions for the return, the label to print and apply to the package, the tracking number to track the delivery and the telephone number of DHL.

    As an Unregistered user you will need to contact our Customer Service by phone or email. Once the request has been made you will receive a return authorisation email with a label to print and apply to the package, the tracking number to track the shipment and DHL's phone number.

    Be sure to protect the products by choosing a suitably sized carton.

    Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

  • Organise the pick up / shipment

    Arrange for the package to be picked up by DHL or take your package to a DHL service point. Find all the details at www.dhl.com. Make sure that no more than 14 days have passed since you requested the return. 

    Please remember to include also your delivery note. Without the delivery note you can use the order confirmation email with the subject: "Thank you for your purchase".

    If your return fails these checks, our Customer Services department will contact you. Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

  • Quality check

    As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. 

  • Refund

    If the quality check is completed successfully, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. Please note that on a purchase equal to or greater than Fr 35 the return fee is fixed at Fr 35. For purchases of less than Fr 35, the fee is equal to 50% of the purchase value.

Can I return any product, even if I only changed my mind?

You have 14 days from when your order was delivered to request a return, whatever the reason.

The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its labels and accessories.

Please note that it is not possible to exchange items in-store.

Can I change the size or colour of a product?

Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products, get your refund and make a new purchase.

I have received a damaged or faulty product. What should I do?

If there are any defects you can return the item easily. If you are a registered user, log in to the My Account section, go to My Orders, select "Request Return" and specify your problem.

If you are not a registered user, please contact our Customer Services Department.

After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.