Customer care / returns policy
Contact us before returning any parcel.
Returns & Refunds
Clear terms for return requests, delivery issues, cancellations and refunds — designed to make the process straightforward.
Standard request window
Submit the request within 7 days after delivery.*
Our standard request window starts from delivery.*
Original packaging, accessories and gifts must be complete.
Applies to non-quality-related returns unless law requires otherwise.
Eligible physical returns are reviewed after they arrive.
How returns work
From request to resolution
Contact us first
Send your order number, reason for the request and supporting photos when relevant.
Wait for approval
We review eligibility and, if a physical return is needed, provide the correct return instructions.
Return & refund
Approved returns are inspected after arrival, then any eligible refund is issued to the original payment method.
Policy details
Everything you need to know
Open only the section you need. The standard rules below apply unless mandatory consumer law provides stronger rights.
If an item arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days after delivery for the fastest resolution. Include your order number, clear photos of the item and outer packaging, and a short description of the issue. We may request additional evidence when reasonably necessary.
After review, and subject to applicable law, we may choose the remedy most appropriate to the circumstances, such as replacement, partial refund, full refund, or another reasonable solution. For low-value items, we may waive the physical return requirement.
The 7-day notification window is our standard store process and does not limit any non-waivable statutory rights.
Our standard policy requires a return request to be submitted within 7 days after delivery. If mandatory consumer law in your location provides a longer cancellation or return period, that legal period applies instead.
Items must be unused, unwritten on, unaltered, complete, and in resellable condition with original packaging, accessories, inserts, and any included promotional gifts.
For non-quality-related returns, the buyer is responsible for return shipping, tracking, and the parcel until it reaches our designated return location, unless applicable law requires otherwise. Original shipping charges, expedited upgrades, customs duties, import taxes, brokerage charges, and similar third-party costs are non-refundable except where required by law.
Except where mandatory law provides otherwise, voluntary returns are not accepted for customized or personalized products, gift cards, final-sale or clearance items marked non-returnable, used or written-on products, items damaged after delivery, incomplete returns, or products no longer suitable for resale.
Where legally permitted, we may reject a return or reduce the refund if value has been lost because of use, handling, damage, missing components, or incomplete packaging beyond what is reasonably necessary to inspect the item.
Customers are responsible for providing a complete and accurate delivery address. Where legally permitted, costs caused by an incorrect, incomplete, or undeliverable address may be deducted from an otherwise eligible refund.
If a parcel is refused, not collected, or returned because required import charges were not paid, original shipping and related return, storage, customs, or carrier costs may be deducted where permitted by law.
If tracking suggests a parcel may be lost in transit, contact us so we can investigate with the carrier. Once loss is confirmed, we will provide an appropriate remedy.
If tracking shows delivery but you cannot locate the parcel, first check the delivery area, household members, reception or building management, and the carrier. We will assist with a reasonable investigation.
Contact us as soon as possible if you need to change or cancel an order. We will try to help, but cancellation or modification is not guaranteed once processing, fulfillment, or shipment has begun.
If an order can no longer be cancelled, any later return is handled under the applicable return rules on this page.
For physical returns, refund eligibility is normally assessed after the parcel reaches our designated return location and is inspected. If approved, the eligible refund is issued to the original payment method, subject to applicable law.
After we issue an approved refund, your bank or payment provider may require additional time to post the funds. Currency conversion differences, card-issuer fees, bank fees, and other third-party charges are outside our control.
Need help?
Start with our team.
Send your order number and a short description of what happened. We’ll tell you the correct next step.
*This is our standard store policy. Nothing on this page limits non-waivable rights you may have under applicable consumer protection law.