Customer Service
Returns & Refunds
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If something isn't right, you can return it. This page explains how returns and refunds work. Our return policy does not limit any statutory consumer rights you have under applicable law.
Statutory rights vs. our return policy
Statutory consumer rights are rights given to you by law — for example the right of withdrawal for online purchases and the legal guarantee for defective goods. They apply regardless of anything stated on this page.
Our voluntary return policy describes how we handle returns in practice. Where it is more generous than the law, the more generous terms apply; it never restricts your statutory rights.
Return timeframe
As a consumer in the EU you can withdraw from an online purchase within 14 days of receiving the goods, without giving a reason. If your order arrives in several parcels, the period starts when you receive the last one.
How to request a return
- Email [email protected] with your order number and the items you want to return. A clear written statement is enough.
- We will confirm your request and send you the return instructions.
- Send the items within 14 days of notifying us to: [RETURN ADDRESS].
Condition of returned products
You may examine products as you would in a shop. Please pack items carefully, ideally in their original packaging. If an item has lost value because it was handled beyond what was necessary to check it, we may deduct that loss in value from the refund.
Return shipping
Unless stated otherwise in your return confirmation, you pay the direct cost of returning goods when you withdraw from a purchase. For defective or incorrect items, see "Damaged or faulty items" below.
Refunds
We refund all payments received for the returned items, including standard delivery costs for a complete withdrawal, within 14 days of receiving your withdrawal notice. Extra costs for choosing express delivery are not refunded. We may wait until we have received the goods back or you have provided proof of sending them. Refunds are made using the original payment method unless agreed otherwise, at no cost to you.
Exceptions
Under EU law the right of withdrawal may not apply to certain goods, for example items made to your specifications or sealed goods that are not suitable for return for health or hygiene reasons once unsealed. If such an exception applies to a product, it will be stated on the product page.
Damaged or faulty items
If an item arrives damaged, defective or not as described, contact us with your order number and photos. Your statutory rights to repair, replacement or a refund apply, and we cover the related return costs.