Faq

How to buy?

Do I need register to complete the purchase?

Can I save my favourite products?

How can I check the delivery status?

How do I contact your Customer Services Department?

Have you received a promocode?

Where can I find a size guide?

SHIPPING

What are the shipping times?

What are the shipping costs?

How can I check the shipping status?

What happens if I am not at home when the courier arrives?

Which countries do you ship to?

Are there addresses that you cannot ship to?

PAYMENTS SECURITY

What is PSD2?

How can I pay for my order?

When will my account be charged?

In what currency will I be charged?

Is shopping on this website really safe?

My payment was not accepted: what happened?

What is the CVV/CVC code? And where can I find it?

RETURNS

Return by courier

Can I return any product, even if I only changed my mind?

Can I change the size or colour of a product?

I have received a damaged or faulty product. What should I do?

How can I request a return?

 

You can return products to our warehouse following this procedure:


Return by courier

You have 14 days from the order's delivery to return the goods using this fast, easy procedure. The return shipping costs will be at your expense.

If you are not a registered user, please contact our Customer Services Department.

If you are a registered user, you can send the return request directly from the My Account area:

1. Request a return

You have 14 days after receiving the order to request a return and an additional 14 days to return the products.

As a Registered User you can send us your return request directly from your account.

Just access your profile and enter the "My orders" section, select the order that contains the product you want to return and click on "Request return". You will receive an email with all the instructions for the return, the label to print and apply to the package, the tracking number to track the delivery and the telephone number of DHL.

As an Unregistered user you will need to contact our Customer Service by phone or email. Once the request has been made you will receive a return authorisation email with a label to print and apply to the package, the tracking number to track the shipment and DHL's phone number.

Be sure to protect the products by choosing a suitably sized carton.

Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

2. Organise the shipment

Arrange for the package to be picked up by DHL or take your package to a DHL service point. Find all the details at www.dhl.com. Make sure that no more than 14 days have passed since you requested the return. 

Please remember to include also your delivery note. Without the delivery note you can use the order confirmation email with the subject: "Thank you for your purchase".

If your return fails these checks, our Customer Services department will contact you. Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

3. Quality check

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. 

4. Refund

If the quality check is completed successfully, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. Please note that on a purchase equal to or greater than € 30 the return fee is fixed at € 30. For purchases of less than € 30, the fee is equal to 50% of the purchase value.