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I wish to return my order, what should I do?

  • Updated

To return items which were purchased on our website, the request must be made within 14 days following the delivery date.  The return process depends if an account was created or if the purchase was made as a guest.

 

The following is the process for customers with an account,

  1. On the webshop go into ‘My account’
  2. Inside your account go to ‘Product returns’ and click on ‘Request a new product return’
  3. Select the order you wish to return
  4. Select the product(s) to return, the quantity and the purpose of the return (product fault or cancellation) insert a comment then click on ‘Send the request’

Once the product return request has been validated (the request conform to our general selling condition policy) and email will be sent including:

  1. The courier name and contact information
  2. A return label to place inside the package in its original packaging (other packaging will not be accepted)
  3. The shipping label to be applied to the package

Once the email has been received the the package can be prepared and the courier can be contacted to arrange a collection appointment.  After dispatching, the package can be tracked online and until the item arrives to our warehouse. To follow package use the tracking number on the delivery label and connect to the courier website. Once the package is received an inspection on the product will be carried out.  If everything is according to our policy we will proceed with the refund (same payment method as chosen for you order) which should be completed within 21 working days.  Throughout the process, the status can be monitored in ‘My account’ in the return product section

 

If the product was purchased as a GUEST please following this process,

  1. Fill the form in the returns center with your order number and the email you used for your order.
  2. Select the products you want to return
  3. Select a the reason why you want to return the product
  4. Select the refund for the solution
  5. Select “ship with a return label”
  6. Review the information on the recap page and click “send”
  7. Once the request is received and within the 14 days period, the request will be approved and the return label will automatically be sent by email.

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