Returns and Refunds
We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, you may request a free return within 15 days from delivery of the items, following these simple steps:
- Access the “Return Authorization” section on the website by clicking here, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order. Complete the online form with the information requested, including: the details of each item, the quantity of items that you would like to return and the reason for the return.
- Attach the adhesive label received in the original package, which includes our return shipping address, to the outside of box. If the a shipping label is needed, please contact our Customer Service Team.
- Inside of the parcel you will have also received a Return Proforma Invoice, please fill it in, sign a copy and put it inside of the box. If you need a copy of the Return Proforma Invoice, you can download it here. If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Call the courier to schedule the collection of the parcel.
HOW TO BOOK A COLLECTION
Please click here for information on how to read your pre-paid label.
• UPS: You can contact UPS via telephone by calling the UPS center dedicated to your country at the following link. Alternatively you can make your return through the website or by going to one of our UPS points that can be found at this link.
• DHL: You can contact DHL via telephone by calling the DHL center dedicated to your country. Alternatively you can book the collection through the website.
• FEDEX: You can contact FedEx via telephone by calling the FedEx Customer Care 199.151.119. Alternatively you can book the collection through the website.
• DHL Paket: You can contact DHL Paket via mail using this address (24h before collection). Alternatively you can book the collection through the website or you can take your package to the nearest DP shop.
• OTHER COURIERS: You may select the courier of your preference, however in this case, the return shipping costs will be at your expense and will not be reimbursed. Please keep in mind that choosing to use your own courier can slow down the return process and the resulting refund.
Note - Return from China: according to Chinese custom regulations, parcels exceeded 5000 RMB are not allowed to export by an individual. You need to authorize a broker to prepare relative documents for custom clearance, and submit the documents.
CAN I EXCHANGE MY PRODUCT?
We inform you that the purchased items cannot be replaced or exchanged and, therefore, if you wish to change the purchased product, you can make a return in the ways and terms described in our Returns policy and proceed with a new order.
WHERE IS MY RETURN?
You can track the journey of your return as soon as it has reached our carrier. The tracking number is provided on the return label that was enclosed with your original order.
You can use this number to track your order directly on the carrier website. If you’re unable to view tracking information straight away, this is likely to be because the carrier hasn’t collected the parcel yet and should be updated as soon as they do.
Once we verify the integrity of the items we will accept the return and process the refund. Verifying the items is expected to take 3 to 5 business days.
The refund will be made on the same payment method used for the purchase and in the same currency.
You should see the credit within approximately one week from our refund confirmation email. Exact timing will depend on banking procedures.
HOW CAN I HAVE A NEW RETURN LABEL
If you need a new return label, we can help you - just contact our Customer Service Team, include your order number and we’ll send a return label to you.
Method of refund
The refund method will follow the payment method:
• CREDIT CARD PAYMENT: the refund will be made on the same credit card use for the purchase; the necessary refund time depends on your bank.
• PAYPAL PAYMENT: the refund will be visible on your PayPal account within 48 hours of receiving the email confirming the refund.
• CASH ON DELIVERY PAYMENT: the refund will be made through a bank transfer to a current account or postal account indicated by you; the time depends on your institution.
You will receive your refund within 14 working days from the start of the return process at the warehouse and you will receive an e-mail notification. For orders cancelled prior to shipment, the refund will be made within 3 working days of the acceptance of the request.
If your order has been shipped outside of the EU and UK, the taxes and customs duty cannot be refunded by us: you can contact your local Customs Office, they might help you recover those costs.
General information about returns and refunds
You can ship items exclusively from the country they were sent
Return the item in its original condition: if the item you return does not match its original condition, we reserve the right to reject the refund and the item will be returned to you. If you return an item that is faulty, the shipping costs will be refunded.
It is possible to make a return and get a refund, both in the case of damaged products or if the items did not meet your needs, regardless of their quality (for example: wrong size).
Excluded from returns: face masks.
For more information on your Return Policy click here: you can find detail on the terms and conditions of the return, shipment and timing.
Our Customer Service is always available to answer any question regarding your orders, returns or refunds. Send us an email with your doubts and questions: we will be happy to assist you.