Returns and Refunds FAQs
What is your Return policy?
Check out our Return Policy
Can I return an item and exchange it for something else?
Items that you return will automatically be refunded; we are unable to give exchanges on returned products. You will have to place a new order if you would like an alternative item, color, or size.
Can I return more than one item at a time?
Make sure that all items fit into a single package. You will need to return them in several parcels and make a separate return for every package if they are large enough to fit in one.
How long does a return take?
While we are getting in touch with our shipping partner to arrange for the return, it may take up to 3 working days for your return to reach us.
After receiving an item, you have 14 days to return it to us. As soon as it’s returned, we will send you an email to let you know that we’ve received the returned package and do the refund to your original payment method.
When will I receive my refund?
We will send you an e-mail as soon as we receive and process your return request. Afterwards, it might take up to 10 working days for the refund to reflect on your account, depending on your bank or card issuer.
Have you not heard from us since you requested a return?
Please contact our Customer Care team if you have not received an email acknowledging your return despite checking your spam or junk mail. Use the “Contact us” button that is shown on this website. Make sure you let us know:
- Original order number.
- Returned items.
- Delivery references (as an example; date of delivery, and delivery address).
I have cancelled my order, when will the amount be refunded?
Order funds will not be deducted if you cancel the order using “My Account”. We only withhold payment for an order once it has been forwarded to our supplier(s) for packaging.
Step 1: Check the status.
Your payment provider reserves the funds as soon as you place the order, until it is accepted by us.
Step 2: Wait 10 business days.
You will receive your reserved funds back when you cancel the purchase. Depending on the payment source, this may take up to 10 working days, and we are unable to rush the procedure.
Step 3: Contact Us.
Please contact our Customer Care team and we will investigate further if your funds are still not issued within 10 working days.
Can I return items paid for with a Gift Voucher?
Undoubtedly! You do the same procedure to return an item regardless of the payment method you used.
Once your return has been completed, you would receive a new gift voucher if you used a gift voucher to pay for your whole purchase and it is returned for a refund. When the voucher value is credited back to your account, it can be applied to the next order you place.
If you used a gift card together with another payment method to pay, we will refund you for the amount you paid using the other payment method first. The remaining funds will be credited to your account and can be used on the next purchase.
What should I do if my refund is incorrect?
Please get in touch with our Customer Care Team if you believe there was a problem with your return so we can take care of it as soon as possible. Make sure you let us know:
- Original order number.
- Returned items.
- Delivery references (as an example; date of delivery, and delivery address).
what should I do?
I’ve been refunded for the wrong item, Please get in touch with our Customer Care Team if you believe there was a problem with your return so we can take care of it as soon as possible.