Refund and Return Guidelines

Eligibility for Returns: We accept returns for items that are unused, unopened, and in fully resalable condition within 7 days of receipt. For health, safety, and hygiene reasons, opened items cannot be returned.

Initiating a Return: We recommend using a Signed For service when returning items via your local post office. Retain proof of postage or a receipt to resolve any potential issues. Please include a note in your return package with your name, order number, and reason for return to help us process your request efficiently.

Return Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable unless the item is defective. Items that do not meet our resalable condition criteria or are damaged/opened may be refused for a refund or exchange.

Receiving Your Refund: Refunds will be processed back to the original payment method. While refunds typically occur on the same day, it may take up to 5 business days (excluding weekends and holidays) for the funds to appear in your bank or PayPal account. If your refund is delayed, please contact us or your payment provider.

Defective Items: If you receive a defective item or experience any issues with your purchase, submit a support request through our contact form. Our team will assist you in resolving the issue or provide return instructions. Please note that all returns, including defective or unwanted items, must be logged through our ticketing system. Unauthorized returns will not be processed.

Returning Your Items: Contact us via email or phone for the return address. Customers are responsible for return shipping costs. We advise using a trackable shipping service, particularly for items valued over €60, to ensure safe delivery. We are not liable for lost returns.

International Orders: Customers are responsible for customs clearance for international orders. We cannot process returns or refunds for items held by customs. It is the buyer’s responsibility to ensure compliance with local import regulations.

  1. Return Shipping via UPS Only: Customers must use UPS for returning items. If a parcel is lost in transit, the customer assumes liability, and no refund will be issued.

  2. UPS Collection Points: If your parcel is sent to a UPS collection point, you must collect it within the specified timeframe. If uncollected and returned to us, a €20 fee will be deducted from your refund.

  3. Uncollected Parcels: If a parcel is not collected from a UPS collection point and does not return to us, no refund will be issued.

  4. Return Shipping Costs: Customers bear the costs of returning items.

  5. Return Policy: We offer a 7-day return window. If an item is faulty, please contact us within 2 days of receiving your order.

  6. Non-Refundable Products: Items marked as non-refundable cannot be returned or refunded.

  7. Used Items: Products that have been used are ineligible for return.

  8. Collection from UPS within 3-5 Days: Customers must pick up their parcel from the UPS collection point within 3-5 days to avoid fees or other issues.

  9. Order Changes or Cancellations: If you need to update an address or cancel an order, please do so before 15:00 on the order date.

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. After submission, allow up to 15 days for us to process your claim.

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