Customer care
Returns & refunds
Need to return an order or report a problem? We explain the steps and your rights below.
Withdrawal in the European Union
You have 14 calendar days from receipt to tell us that you wish to withdraw, without giving a reason. After notifying us, send the goods back within 14 calendar days.
Product condition
The withdrawal exception for health or hygiene applies to sealed goods that are unsuitable for return once unsealed after delivery. It does not remove your rights if a product is defective. For other goods, handling beyond what is necessary to inspect them may result in a deduction for diminished value.
How to request a return
- Contact us with your name, order number and the items you wish to return.
- We will provide return instructions and the appropriate address. Keep proof of dispatch.
Costs and refunds
For withdrawal, you bear the direct return cost. We refund the applicable payments, including the original standard delivery cost when withdrawing from the whole order. Extra charges for a more expensive delivery option are excluded.
The refund is made using the original payment method within 14 calendar days of your withdrawal notice. We may withhold it until we receive the goods or proof of return, whichever comes first.
Damaged or defective products
Contact us as soon as possible with the order number and photographs, if available. Reporting a problem within 48 hours helps us handle transport incidents, but is not a limit on your statutory rights. Applicable remedies for defective goods are provided without cost to you.
Orders outside the EU
We do not offer voluntary change-of-mind returns outside the EU. This does not affect mandatory rights applicable to your purchase or remedies for defective products.
