Shipping & Returns

As an alternative to using your right under the DSRs, you may prefer to use our free return services. If for any reason you are not satisfied with your purchase, you can initiate a return within 30 days of receiving your order and hand it over to the courier within 14 days of receiving your return authorization number.

  1. To initiate a return, log in to your account and go to the 'Orders and Returns' section. Find the order containing the item or products you would like to return by clicking on 'View order details' and click on 'Return items'. If you did not place an order while logged in, you can track it by clicking on Track order , entering the order number including 0000 and the email address associated with the order.
  2. Select the item(s) you would like to return and select the reason you want to return them. If an item is faulty, please provide us with further details.
  3. Select where you want the return to be collected (original shipping address or return in store) and select the address for the return of the package, in case your return is not accepted because it is not compliant. Then click on 'Continue'.
  4. Print and stick the label on the return package. If you have lost the return label, contact our Customer Service via the "Contact Us" link below. Remember to indicate the order number you wish to return.
  5. Choose one of our couriers from the “How can I book a collection?” section and book the collection of your return that you can also deliver to one of our stores.
  6. Refunds can only be made to your credit card or bank account. To request a refund if you have chosen cash on delivery, you will need to provide us with your IBAN, in fact with this payment method refunds can only be issued via bank transfer to your account. Check the box to accept our refund policy. You will receive an email with your return authorization number, which is only valid for the next 14 days, during which you can return the item or products you no longer want.

To start a return procedure with delivery of your package to the store, follow these steps:

  1. To initiate a return, log in to your account and go to the 'Orders and Returns' section. Find the order containing the item or products you would like to return by clicking on 'View order details' and click on 'Return items'. If you did not place an order while logged in, you can track it by clicking on Track order , entering the order number including 0000 and the email address associated with the order.
  2. Select the item(s) you would like to return and select the reason you want to return them. If an item is faulty, please provide us with further details.
  3. Select where you want the return to be collected by choosing one of our authorized stores and select the address for the return of the package, in case your return is not accepted because it is not compliant. Then click on 'Continue'.
  4. Print and stick the label on the return package. If you have lost the return label, contact our Customer Service via the "Contact Us" link below. Remember to indicate the order number you wish to return.
  5. Choose one of our couriers from the “How can I book a collection?” section and book the collection of your return that you can also deliver to one of our stores.
  6. Refunds can only be made to your credit card or bank account. To request a refund if you have chosen cash on delivery, you will need to provide us with your IBAN, in fact with this payment method refunds can only be issued via bank transfer to your account. Check the box to accept our refund policy. You will receive an email with your return authorization number, which is only valid for the next 14 days, during which you can return the item or products you no longer want.

    1. UPS: You can contact UPS by phone by calling the UPS center in your country that you can find at the following link . Alternatively, you can return via the website or by visiting one of the UPS collection points that you can find at this link .

    2. DHL: You can contact DHL by phone by calling the DHL center in your country. Alternatively, you can book a collection through the website .

    3. FEDEX: You can contact FEDEX by phone by calling FedEx Customer Service at 199.151.119. Alternatively, you can book a collection through the website .

    4. DHL Paket: You can contact DHL Paket by email using the following email address (24h before collection). Alternatively, you can book the collection through the website or deliver the package to the nearest DP center.

OTHER COURIERS: You can select the courier of your choice. However, the return shipping costs will be at your expense and will not be refunded. Please note that choosing to use your own courier may slow down the return process and the final refund.

We inform you that the products purchased cannot be replaced and, therefore, if you wish to change the purchased item, you can make a return in the ways and terms described in our Return Policy. Then proceed with a new order.

  1. You will be notified via email when your return has been received and processed.

  2. If you wish to track the shipment of your return, simply log in at any time, visit the Orders section in My Account and enter the aforementioned return authorization number. If you placed an order as a GUEST, i.e. without logging in, and wish to initiate a return, you can click on the “Order Tracking” section in the footer of the site or on the following link

    You can always check where your return is from the link you will receive by email after requesting the return.

  3. If you are sending the package from a country outside the European Union, we invite you to complete 5 copies of the Return Proforma Invoice. These documents are required for customs clearance and must be handed over to the UPS courier.

  4. The Return Proforma Invoice has been included in the package that was sent to you; you can also download a copy from HERE .

If you need a new return label, we can help you: just contact our Customer Service, providing your order number, and we will send you a label.

    1. After our warehouse has received the return and verified that all the conditions to accept it are met, you will receive a refund within 30 days.

    2. The refund you will receive will only include the cost of the products. If you prefer, you can also choose a courier other than UPS. In this case, the return costs and any theft or loss will be at your direct expense. Your refund will be credited to the credit card used for the purchase or to the bank account provided, in case you used cash on delivery as a payment method.

    3. If your order was shipped to a destination within the European Union, all taxes (VAT) will be refunded. Outside the European Union, customs duties and taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs office directly. As this may not be available in all countries, we recommend using a customs broker if you wish to have duties refunded on returned goods.

The time for the refund depends on the payment method used:

A. Purchase with credit card or debit card: the time it takes to see the refund depends on the institution that issued the card. We inform you that the value date of the refund will in any case be the same as the debit, so you will not suffer any loss in terms of bank interest.

B. Purchase with cash on delivery payment: the refund will be made to the Current Account indicated by you, therefore the refund time depends on the correctness of the data entered. Our Bank normally makes refunds within 5 working days from our request and the refunded amount will be visible in a few days on your statement. You can check the refund on your online account or by contacting your bank. The cost of the service for cash on delivery payment will not be refunded.

  1. Please note that we cannot guarantee the cancellation or modification of a confirmed order. If you have already received your order, and would like to return or exchange it, you can refer to the return instructions.

  1. We cannot currently make exchanges.

  2. You must ship the return from the same country where the order was placed. We cannot accept returns from different countries.

  3. Your return package will be processed within a maximum of 7 working days from the date of delivery to our warehouse.

Returns that do not meet the conditions described above or with missing or incomplete customs documentation will be refused and returned to sender.