You have 30 days to decide if the item is right for you. We will refund any item(s), provided that the item(s) has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. If, for example, you prefer another size or another color, you must place a new order in our online store.
Do you want to return something? Please make sure you respect the following criteria:
- You can return any item for a refund within 30 days of receiving your original order. Please note that there are certain products that cannot be returned except in the case of defective products.
- All items must be unworn and in their original condition. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box. Please do not attach any labels or duct tape directly on item´s packaging.
- In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
- It is important to follow the return process, which begins by making a return request through the My account section.
- The items are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!
To speed up the process of your return, follow these steps:
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders. Please click on the order, select the reason better suits the situation and follow the instructions. Then print your return label.
Step 2: Prepare your parcel
Once you could print your return label, please prepare your parcel. Please make sure to send the item/s back in perfect conditions (unused, with labels, in original packaging) and use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging.
Step 3: Send your parcel
Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.
Step 4: Receive refund
When your return is being processed, you will receive an automatic email. We’ll also send you an email as soon as we’ve completed your return. Any refund will automatically be issued to the payment method you used to place your original order. It can take up to 14 working days (excluding weekends and bank holidays) from the date of your return to be delivered back to our warehouse and completed.
If you want to exchange your item, you need to return it and then place a new order.
What if I receive a defective/damaged or wrong item?
If you receive a defective/damaged or wrong item, please follow the process below:
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders.
Step 2: Select order/item
Please click on the order and select the damaged/defective or wrong item/s. Please choose your return reason.
Step 3: Information/pictures
To process your claim we kindly ask you to provide us with a brief description about the defect/difference as well as at least one picture where the damage/defect/difference can be shown. Pictures can be attached directly to the form. In case of your parcel arrived damaged and you did already sign the receipt, we need you to provide us within 4 days with additionally information as:
- Picture of the damaged item
- Picture of the parcel, label as well as the damage of the parcel.
Step 4: Process
Once we could receive any required information, we will review your request as quickly as possible.
We are unable to accept reclamations for the following defects:
- Damaged due to incorrect or intense usage.
- Increased perspiration.
- Colour transfer (i.e. jeans colouring socks blue).
- Damaged due to external factors, such as friction, sharp objects or chemicals.
- Articles that cause physical discomfort i.e. blisters.
The refund of an order takes between 3 to 7 business days. Any refund will be issued automatically to the payment method you used to place your order.
- If the payment was made with a debit or credit card, the money will be refunded to the bank account linked to the card.
- If the payment was made by PayPal, the value of your refund will be refunded to your PayPal account. You will receive an email confirmation when your return is received in our warehouse and you should generally receive your refund within 48 hours of receiving this email.
Please note: if you have received a gift and wish to return it for a refund, the person who originally purchased the gift will receive the refund. We apologize for any inconvenience this may cause you.
If the reason for returning the product is not because the product arrived damaged, defective or incorrect, we will not refund shipping costs or any other services related to your order; we will only refund the amount of the product.
In case you wish to receive the same product in a different size or another alternative product, you must process a new order through our website, paying the shipping costs again.
INFORMATION REGARDING SIZES
There may be a difference between the size you have ordered and the one indicated on the label of some articles and brands, but do not worry, this is due to the equivalence between international sizes. We recommend that you try everything on calmly at home.
If you return an item due to not fitting correctly or any similar reason, return fees have to be paid by you *. If you return a damaged or faulty item, or the item is not as pictured, of course we will organize a pick up on our cost.