Order Tracking FAQ
How can I register a return?
Fill in the simple return form to register your return. After submitting the form you will receive instructions and, for eligible destinations, a GLS return label. You can use this label to drop off your parcel at a GLS point in mainland delivery areas (the GLS return label is not available for UK addresses; for UK returns you need to organise and pay for shipping yourself), or send the parcel back using any carrier of your choice. If you use our GLS return label, we will deduct € 8 from your refund as the return fee. If you ship the parcel on your own, you pay the shipping cost directly to the carrier. Please send back unused items within 14 days from the delivery date.
How long do I have to return my order?
You have 14 calendar days from the delivery date to send the products back.
How do I send the products back?
Once you submit the return form, you will receive detailed instructions by e-mail. You can use our GLS return label in mainland areas or choose any other carrier and ship the parcel at your own cost.
Who pays for the return shipping?
If you use our GLS return label, we deduct a flat fee of € 8 from your refund. If you organise and pay for shipping yourself, you pay the full cost directly to the carrier.
Can all products be returned?
Some products have a limited right of return for hygiene reasons. This applies in particular to underwear and similar items. Such products must be new, unused, not tried on and in their original packaging. Gift wrapping is non-refundable.
How long does it take to process my return?
Returns are processed within 14 days after we receive your parcel.
How will I receive my refund?
Your refund will be issued using the same payment method you used for your order.
Can I exchange an item for another one?
We do not offer direct exchanges. To receive a different item, please return the unwanted product and place a new order.
Can I return products bought in a promotion?
Yes, promotional items can be returned under the standard return conditions, unless the product page or promotion rules state otherwise. For multi-buy offers (e.g. 3 for a reduced price or a free second item) your refund will be recalculated if you only return part of the order.
What should I do if I receive a wrong or damaged item?
If you receive an incorrect or damaged product, please contact our customer service as soon as possible using the contact form. After verification we will offer a solution such as a replacement, refund or another form of compensation.
Do I have to return free gifts if I only return part of my order?
Yes. If your partial return means that the conditions of the promotion are no longer met (for example, the minimum order value for a free gift or free shipping), all promotional gifts must be returned as well. Otherwise, the value of unreturned gifts will be deducted from your refund. Gifts must be unused and in their original packaging.
