You have the right to return a specific product or all products of your order within 14 days of its receipt.
Unless the product are faulty or not as described, you will be responsible for the cost of returning the product to us.
- All shipping costs for returning the goods are at your expense!
- You must return an item in the same condition as it was received, in their original condition with their original packaging.
- Any open or used products cannot be returned
- You can return your product within 14 days upon confirmation from our side
- We reserve the right to refuse the refund, if we do not receive the product within 14 days, and if you have not informed us that the delivery may be delayed
- We reserve the right to refuse a refund on any damaged product
- If your order consists of more than one product but you wish to return only one, the entire delivery amount is not refunded, but only the relevant part of it!
1. Return of products if you have placed your order as a guest.
You will need to create an account with us, if you have placed an order as a guest and would like to request a return of the product.
You should use this link and you will need to enter the number of your order and the email address which was used for it.
At the bottom of the page you will see a field where you enter a password for your account and click on the "Send" button.
Upon successful registration you will receive a confirmation via email with further instructions on how to log in to your account.
2. Return request
In order to request a product return, you will need to login to your account and follow the steps below:
My account > Order history and Details (My Orders)
In the list below you can find the order in question and click on "Details"
Further down the "Product Details" on the left of the list, you can tick the products you want to return. Once you select the product, you will be required to state a reason for your return request. Once you enter all details you should click on "Send request''
You will receive an email confirmation that you have requested a product return.
3. Status "Waiting for confirmation"
When you submit your request for product return, your request is registered with "Waiting for confirmation" status. This means that in 2 up to 4 working days, we will review your request and its grounds.
4. Status "Waiting for package"
When the status of your request changes to "Waiting for package", you will then be able send us the product. For this purpose you will need to go to the following section:
My account > My Merchandise Returns
You will need to find your return of product request in the list and click on "Details"
Once you have opened your request, please read all the terms and conditions carefully and click on "Download PDF Return slip"
With this Button, you will be able to download the complete address details for the product you have requested to return. Please use this address in the delivery note for your shipment!
To prevent loss and damage during transportation handling, please pack your product carefully and send your order to the specified address.
5. Status "Package received"
When the status of your request changes to "Package received", it means that we have already received the product you have returned. We will review the status of the product and we will notify you whether we will make a refund within 1 to 2 working days.
6. Status "Return completed"
When the status of your request changes to "Return completed", it means that we have reviewed and approved the request. We will give you opportunity to choose a way to get refund.
You can choose two return options:
1. Return the amount through a discount voucher for the next order.
2. Return the amount to your Bank account or your PayPal account.
Note: The amount will be refunded back to you within 10 working days at the latest, which will depend on your payment method for that order.
7. Status "Return denied"
When the status of your request changes to "Return denied", it means that your return product request has not been approved and the amount will not be refunded. You will also receive a statement of refusal via email.