FAQs

You can request to return a product within 14 working days of the delivery date by logging in to your private area directly or from here if you placed the order as a guest.
The first return is free. If, later on, you wish to return another item from your order, you will have to arrange your own shipment and contact Customer Services. The goods must be returned intact without the security seal removed, complete in all their parts and in their original packaging (envelopes and packaging), having been kept and used only for the time strictly necessary to establish and verify their condition, features and size, in accordance with normal diligence, there being no signs of wear or dirt.

The first return is free. If, later on, you wish to return another item from your order, you will have to arrange your own shipment and contact Customer Services. Once your return request has been approved, you will receive a link from UPS to download your label.

Returns procedure for registered users:

1. Log in to your private area
2. Go to the « My Orders » section and display the order for which you want to make a return request. Click on the Return tab, fill in the form indicating the items you wish to return, then submit the request.

Returns procedure for guest users:

1. Go to the page
2. Fill in the form here with the order number (do not include #), your surname and your email address
3. Fill in the form indicating the items you wish to return, then submit the request.

In both cases, you will receive an email confirming acceptance of your return request, then you will receive a second email from our Customer Services team (within 2 working days) authorising the return and providing instructions.

Once the return has been approved, you will receive a separate email directly from the UPS courier with a link to download the return label, which we ask you to print and attach to the outside of the package. Please be sure to check your spam folder. The courier will then collect the package within 2 working days of the labels being sent or you can take it directly to a UPS pick-up point.

Once the package has been received and quality checks have been completed, Customer Services will notify you that the refund has been authorised.
This may take several days, depending on the warehouse workload.

As long as the condition of the returned product satisfies our requirements, you will receive a confirmation email and the refund will be issued within 14 days of quality checks being carried out, via the same payment method used when purchasing.

Contact our Customer Services team via email or telephone to submit a return request for defective items. You will be asked to provide your order number and some photos of the product, where the defect is clearly visible.