If you’ve decided not to keep your product, you can return your online order free of charge within 14 calendar days of receipt. We offer a FULL refund.

There are 2 ways of returning your goods:

Courier pick up:

1. Please complete the return form. Our shipper (Europakket) will send an email with a return label and tracking number together with the return instructions. N.B. Don’t forget to have your order number at hand when filling in the return form.

2. We kindly ask you to pack the item in its original carton to prevent damage while in transit. We will only accept returns of items sent together with their authentic labels, user instructions, guarantee leaflets and other hangtags and wrappings.

3. Please print the return label and tape it to your return package. The return label will have all the details you need: your name; your address and return address; your phone number; item number and/or description of item being returned; and the return number.

4. Contact UPS Customer Service to arrange the pick-up on the most suitable date and time. You will be asked for the tracking number which is indicated on the label sent previously by Europakket.

   Please organise the pick up by our express courier as soon as possible, and in any event within 14 calendar days from the date you notified us of your return request.

UPS Access Point™:

1. Please complete the return form. Our shipper (Europakket) will send an email with a return label and tracking number together with the return instructions. N.B. Don’t forget to have your order number at hand when filling in the return form.

2. We kindly ask you to pack the item in its original carton to prevent damage while in transit. We will only accept returns of items sent together with their authentic labels, user instructions, guarantee leaflets and other hangtags and wrappings.

3. Please print the return label and tape it to your return package. The return label will have all the details you need: your name; your address and return address; your phone number; item number and/or description of item being returned; and the return number.

4. Drop off your parcel at a local UPS Access Point™: as soon as possible, and in any event within 14 calendar days from the date you notified us of your return request.

Return policy
For all the rules and restrictions regarding returning online orders, please consult our return policy.

Distance selling – right of retraction/cancellation

Click & Collect reservations are made online, then collected and paid for in store. If you would like to return a Click & Collect order, please contact the store where you collected and paid for the item.

Personalised items cannot be returned.

You can return your online order free of charge within 14 calendar days of receiving your order.

Good news! Returning products doesn't cost you anything as long as you follow the instructions on how to return a product.

No. Unfortunately we do not offer exchanges for products ordered online, but you can always place a new order to choose the right article. It is easy to return the unwanted item as described above. As soon as we have received confirmation from the shipper that your item has been collected to be returned, we will make sure to refund you the full amount in question. According to legal requirements you must return an item within 14 calendar days from receipt.

Please check the items as soon as you receive them. If there are discrepancies or they are damaged, please contact customer service.

If you decide to return your ordered item, we will offer you a FULL refund. This includes all payments we have received from you, including the cost of delivery (if applicable).

We will refund you no later than 14 calendar days from the date on which we are notified by our shipper that they have collected the items you are returning: this confirmation triggers the refund on our side.

We will refund you using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any extra fees as a result of the reimbursement.

If you have paid by credit card or through PayPal: refunds may take up to 30 calendar days for the money to appear in your account and is dependent on your bank.

A voucher code gives you a pre-specified discount when you buy products from our online store.

Follow these steps to redeem your voucher:

1. Pick a product from our online store. Please be aware that not all products will be eligible for discounts.
2. Go to your shopping cart by clicking the cart icon at the top right of the screen.
3. Below the shipping method fields you will find the text “Enter promo code”. Click on this.
4. A small box will appear where you can fill in your code. After adding your code, click “Apply”. Your discount will have been applied.

Discount vouchers: things to keep in mind:

• They are only valid for a limited time period. Orders must be placed before 23:59 on the closing date.
• They cannot be applied after you have placed an order.
• In most cases, they cannot be combined with other promotions, offers or discounts.
• No cash alternative is available.

Discount vouchers normally offer a fixed reduction in price (i.e. a percentage or monetary amount off). Please check that your code has not expired and that you have entered it correctly.

If you are sure your voucher is valid for your order and the discount is still incorrect, please contact us mentioning clearly the voucher code you are using.

Some discount vouchers can only be used on a specific selection of our products.

You will not be able to use the voucher if you see a message stating that the discount voucher has either expired or is not recognised.

If the code is not recognised, please follow these steps:

Make sure that you are using the voucher correctly by checking that the voucher applies to all the items in your cart – not all items are eligible for discounts. Check that you are using an online gift certificate. If you are trying to enter a retail gift certificate (to be used in stores) this cannot be used on online orders.

If none of these issues apply, check that you have entered the voucher code exactly as it appears. It is easy to make mistakes if you enter the code manually, therefore we advise to copy and paste wherever possible.

Some common mistakes include:

• Not checking spacing, character errors and/or spelling mistakes.
• Not checking uppercase or lowercase. The certificate code field is case sensitive. Check that your ‘Caps Lock’ button is not on and only use uppercase or lowercase where stated.
• Mixing up numbers 0/1 and letters O/I.

If you are sure your discount voucher is valid for your order but still does not appear to work, please contact us clearly mentioning your code.

We often run promotions on our site where selected products are either offered at a discounted price or come with a free gift with purchase. The terms of the promotion are normally clearly stated and include information on whether a promotion can be used together with other discounts or actions.

If you’re lucky enough to have a gift certificate for our online store, you can get a pre-specified amount off when you buy products online.

There are 2 ways of redeeming your gift certificate:

1. Through your shopping cart

   • Pick a product from our online store.
   • Go to your shopping cart by clicking the cart icon at the top right of the screen.
   • Select your preferred shipping method.
   • Below the shipping method fields you will find the text “Enter promo code”. Click on this.

   A small box will appear where you can fill in your code. After adding your code, click “Apply”. Your gift certificate will have been applied.

   N.B. You will not be able to check the balance of your gift certificate using the above method. Please use the second method of redeeming your gift certificate as described below.

2. Through the checkout page

   If you would like to check the balance of your gift certificate, please follow these steps:

   • Pick a product from our online store.
   • Go to your shopping cart by clicking the cart icon at the top right of the screen.
   • Select your preferred shipping method and click the “checkout” button at the bottom right.
   • Once you are on the checkout page, scroll below the Shipping and Billing Address sections. Here you will find the following text “Do you have a gift certificate?” Select “yes”.

   A small box will appear where you can fill in your code. After adding your code, click “Apply”. To check the balance of your gift certificate click the “check balance” link below the certificate box.

Gift certificates: things to keep in mind:

• They are only valid for a limited time period. Orders must be placed before 23:59 on the closing date.
• They cannot be applied after you have placed an order.
• As long as the certificate amount has not been used up (i.e. has not yet reached 0), you will be able to place a new order using your gift certificate. You can check the balance of the certificate by clicking the “check balance” link below the “Do you have a gift certificate?” box on the checkout page.
• No cash alternative is available.

You have tried to enter your gift certificate code and see a message saying it’s either expired or not recognised. If your gift certificate has expired, you will no longer be able to use it.

If the code is not recognised, please follow these steps:

Make sure that you are using an online gift certificate. If you are trying to enter a retail gift certificate (to be used in stores) this cannot be used on online orders.

If you have an online gift certificate, please make sure you have entered the certificate code exactly as it appears. It is easy to make mistakes if you enter the code manually, therefore we advise to copy and paste wherever possible.

Some common mistakes include:

• Not checking spacing, character errors and/or spelling mistakes.
• Not checking uppercase or lowercase. The certificate code field is case sensitive. Check that your ‘Caps Lock’ button is not on and only use uppercase or lowercase where stated.
• Mixing up numbers 0/1 and letters O/I.

If you are sure your certificate is valid but still does not appear to work, please contact us clearly mentioning your gift certificate code.

You can use the gift certificate on multiple orders as long as the certificate has not expired.

If the total amount of your order is higher than the amount on your gift certificate, you will be able to pay the remaining balance by credit card or Paypal.