Refund policy

Order cancellation

You can request to cancel your order as long as it has not been marked as fulfilled in our system.

  • How to request a cancellation: contact us from the Customer care page, indicating your order number and the email address used for the purchase.
  • Orders not yet fulfilled: if your request is approved before the order is marked as fulfilled, we will cancel it and issue a full refund.
  • Orders already fulfilled: once an order is marked as fulfilled, it can no longer be cancelled. In this case you can still exercise your right to return by following the information provided on this page.
  • Refund method and timing: the refund is issued to the same payment method used at checkout, within a maximum of 7 business days after the cancellation has been approved. Actual crediting times may vary depending on your bank or payment service provider.

How refunds are recalculated with discounts and promotions

Refunds are calculated on the price actually paid, including any discounts and promotions, rather than the original list price.
For partial returns of multibuy orders (e.g. '3 for 2' or 'buy 1 get 1 free'), the discount is recalculated based on the items kept, and the refund amount may be lower than the full unit price.


1) How to start a return

  • Submit your return request by contacting us through any of the methods available on the Contact Page.

2) Return window & eligibility

  • Eligible return reasons: change of mind (right of withdrawal within 30 days); defective or non-conforming item; damaged on arrival; wrong item or missing parts/accessories.
  • Return shipment after approval: within 14 days using the provided label.
  • Window: you have 30 days from delivery to submit your return request.
  • Item condition: new, unused, unworn, with original tags and packaging; proof of purchase required.
  • Non-returnable items: customized or made-to-order products; perishable goods; opened hygiene products (if unsealed); hazardous materials/flammable liquids or gases.
  • Final sale: we do not designate any item as “final sale”.

3) Costs

  • Return shipping: free. Once approved, a prepaid label will be available to download and print.
  • Restocking fees: none.
  • Prepaid label & tracking: use only the provided, trackable label.
  • Return packaging & liability: use the original packaging or an equivalent, protect the item well, and include accessories, tags and packaging. We do not accept returns sent cash-on-delivery or with unauthorized charges billed to the recipient.
  • Unauthorized or cash-on-delivery returns: not accepted.

4) Incorrect, damaged or defective items

  • Report any issue via the Contact Page, providing evidence such as photos or video. We will arrange a replacement or a refund at no cost.

5) Refunds

  • Refunds are issued to the original payment method within 7 days of receipt and approval of the return (banking networks may require additional time).
  • When exercising the EU right of withdrawal within 30 days, the original standard shipping costs are also refunded.
  • Non-delivery — lost in transit: if the carrier confirms the loss, we will refund all order costs or send a replacement shipment.
  • Wrong/incomplete address (customer-attributable): refund of all order costs once the parcel returns to our warehouse. Reshipment to the correct address is possible (any costs borne by the customer).
  • Held / uncollected: once goods return to the warehouse, we refund all order costs.
  • Credit method & currency: refund to the same method used for the order; credit is made in the order currency. Any differences due to exchange rates/bank fees are beyond our control.
  • PayPal and card protections: if you paid with PayPal you may open a dispute for “item not received” or “not as described”; some cards offer similar protections. We invite you to contact us first: we resolve most cases quickly.

6) Exchanges

  • Direct exchanges are not accepted.
  • To make an exchange—for a different size or model—we recommend returning the original item for a refund and placing a new order for the desired item.

7) Legal rights (EU)

  • Right of withdrawal: for distance purchases within the EU, you may withdraw within 30 days from delivery without giving any reason.
  • Refund timing: up to 7 days from the notice of withdrawal; we may withhold the refund until the goods are received or proof of shipment is provided.
  • Legal guarantee: minimum 2 years for defective or non-conforming items (repair/replacement; if impossible, price reduction or refund).

8) Need help?

For any issue with deliveries, returns or refunds, contact us. We typically reply within 1 business day.