How to make a return
2) Prepare the return package
Pack the order in your original box (different boxes can be used, but we strongly encourage recycling where possible) and attach the new label, ensuring the original label is covered.
Once you've booked your return and created the return label you need to follow these steps to make sure that we receive your return.
2.1. Pack the order in the original box:
- We encourage you to use our box for the return in respect for our environment.
- Our box is designed for the return: you will find a stikcy blue band on the interior to close the box without using tape.
2.2. Attach the return label, make sure that the original label is covered.
3) Send back the package
Depending on the return method selected:
- Carrier pick-up
Make sure someone is at home when the carrier is scheduled to come to pick up the package and hand over the package to the carrier.
- Collection point
Bring the return package to the drop-off point that you've selected within the opening hours.
4) Get the refund
- You'll receive an email confirmation when your order has been correctly received by our warehouse and we will then refund the amount to your bank/paypal account.
Right of withdrawal
If you are not satisfied with the Products you received or have simply changed your mind about purchasing them after we have e-mailed you your Order Confirmation, you can return them within 30 (thirty) calendar days of delivery of the Products and get a refund, provided that you return the Products to us according to the procedure indicated on our Returns page available here.
This is a right of withdrawal that you can exercise without penalty and without giving any reason.
Please note that while the Products remain in your possession you are responsible for keeping them safe, secure and in good condition.
In case of returns for change of mind (right of withdrawal), you will be fully reimbursed apart from shipping costs for express delivery, if you had chosen this shipping method.
We recognize no right of withdrawal for Products that you have asked us to customize (for example with bespoke colors, materials, monograms) through our DYO functionality available here.
Obviously, DYO Products can be returned in case they are faulty.
Legal guarantee for faulty goods
In addition to the above, we recognize the statutory 2-year guarantee for product faults. A product is "faulty" if received damaged or where a manufacturing or material fault occurs within 2 years from the purchase. Please note that Products damaged due to wear and tear are not considered faulty.
You can return faulty Products within 2 years of your receipt of the products and get a full refund, including any shipping costs, as applicable.