Important Information – When will I be refunded for my returns?

Due to the current situation and the safety measures at our warehouse installed to protect our customers and employees, delays of up to 3 days in the processing of returns currently occur. Contributing to a relief of our employees, please refrain from enquiring as returns of single orders cannot be prioritised. In the current overall … Read on

Returns – what’s the procedure?

Are the items you ordered not what you imagined? Do you want to send them back? No problem! Simply complete the returns slip enclosed with your order and return it with the items you don’t want. We enclose a return sticker in every package so that you can return any items you don’t want free … Read on

How do I return an item bought in store?

Just returned from a shopping trip and realised you’ve made a mistake? Annoying, because there’s no going back… Or so you thought! Even though there is no statutory right to exchange store items, we give you a limited right to exchange, even in the online shop. This period can vary from store to store, so … Read on

How long will it take for me to receive my refund?

We process returns very quickly. As soon as your return package has been booked in, we do everything we can to make sure you get your money back as quickly as possible. We usually refund the amount on the same day.

How long do I have to return my order?

You have  100 days from receiving your package to try on your items in the comfort of your own home and return them to us, free of charge.

My package does not contain a returns label – what should I do?

In the unlikely event that this happens, simply contact our customer service and our member of staff will quickly send you a new one.

Do I have to pay for my return?

It’s usual to order a selection of items to try on and only keep those you really like. To us it’s only natural that you don’t have to pay to return the items you don’t really want. * *Due to logistical reasons you have to pay for your return in Malta and Croatia.

I want to exchange an item – what’s the procedure?

Return any items you don’t want to us within 100 days of receipt, free of charge, and simply place a new order if the items you want are available.

What should I do if individual items from my return have not been registered?

Contact our customer service if this happens and report it to a member of staff. They will then immediately contact the returns department to clear up any problems. You’ll then get a direct response from us.

Complaints – what’s the procedure?

You are not happy with the quality of an ordered stye and would like to submit a complaint? Doing this is just as uncomplicated as a normal shipment return. Simply fill out the return slip that came with your order and place it with the items you would like to return. Instead of the return … Read on

Complaints – what’s the procedure in store?

Are you unhappy with the quality of the item you bought in store and want to make a complaint? The best thing to do is to go to the store where you bought the item and return it together with the receipt. As a Friend, your account statement is sufficient proof of purchase . If … Read on

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