Our policy lasts 14 days (if the product is torn or broken). If 14 days have passed since you received the product, we cannot offer you a refund or exchange.
If you change your mind within 24 hours of placing your order on a weekday, we will refund you immediately.
We only process orders 24 hours after they are placed to allow time to correct any errors or changes of mind. After this period, if the order has been processed, we will no longer be able to issue a refund for a change of mind until the product has been delivered, received, and returned to the address provided.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging and returned at your expense to the address we will provide.
Several types of products are non-returnable. We do not accept returns on intimate or sanitary products. Gift cards are also non-returnable.
To process a return, we will verify that it is indeed your order using your order number and/or any information you provided when placing your order. This will most likely be your email address.
To validate your return, there are two options. We can acknowledge receipt of the package at the return address we provided, or you can send us proof of return shipment via scan or photo to the address provided. In the first case, the package must not be sent to the manufacturer’s address. In the second case, a postal receipt or shipping label will be accepted.
We may ask you to wait for confirmation of receipt rather than sending proof of return shipment. This is because, for refund requests, an inspection of the package may be necessary. This inspection will take place before we process the refund, if applicable.
If you receive an item and claim it is damaged and you request a refund, but refuse to send a photo of the item you received, you will be asked to send the item to a specific address so that it can be inspected.
Once the package is received, a refund will only be issued (or not) after inspection. Indeed, after inspection, we may determine that the item is in good condition. We will notify you of this via a photo and/or video, and in this case, we will refuse the refund.
This may seem like an excessive procedure. However, some people have been dishonest, and based on past experience, we can no longer take our customers’ word for it. We apologize for this and assure you that we are doing our best for every return and refund request.
For every refund, a €2 fee will be deducted per order. This is to cover the costs incurred by the payment platforms and processors.
In the case of a refund, once we have received and inspected the returned item, we will send you an email to confirm receipt. We will then also inform you of our decision regarding the approval or rejection of your refund request.
If your refund request is approved, it will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain timeframe. This timeframe is beyond our control. We will notify you as soon as the refund process begins on our end.
If your refund is late or missing, check your bank account first. Only then should you contact your credit card issuer. It’s possible that there may be a delay before your refund is officially posted.
Next, contact your bank. There is a processing time required before a refund is displayed.
After these two steps, if you still haven’t received your refund, please send an email. The customer service team will ask if you have completed both steps. If so, they will check the database.
We apologize for requesting these steps, but we want to give your requests our full attention. We lose a lot of time when a request isn’t preceded by certain steps. We want to dedicate the most time to each request we receive.
For sale items, if a refund is issued, it will be for the sale price paid by the customer, not the regular price.
For exchanges, we only replace items if they are defective or damaged. If this is the case, and you wish to exchange it for the same item, please send us an email.
For gifts, if the item you wish to return was shipped directly to you, you will receive a gift credit for the value of your return. Again, a gift certificate will only be emailed to you once we receive the item.
If the item wasn’t marked as a gift at the time of purchase, or if the gift giver preferred to receive the item first to give it to you later, we will issue a refund to the original purchaser, and they will be notified that you returned the item.
For returns, you will be responsible for paying your own shipping costs. These shipping costs are non-refundable, and if you receive a refund, the return shipping cost will be deducted from it.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item worth €30 or more, consider using a trackable or insured shipping service. We cannot guarantee that we will receive your returned item.