From the date your order has been delivered, you can return and ask for a refund within 14 days if you are not satisfied with the product or for any other reason.
If you change your mind within 24 hours of placing your order, we will refund you directly.
We only process orders 24 hours after they have been placed so that we can correct any errors and accommodate changes of mind by customers. After this period, if the order has been processed, we will not be able to refund you for a change of mind until the product has been delivered, received and returned to the address provided.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging so that it can be returned at your expense to the address we will provide you.
There are several types of products that cannot be returned. We do not accept returns on products for intimate or sanitary use. Gift cards are also items that cannot be returned.
In order to process a return, we will verify that it is indeed your order by checking your order number and/or any information used when you placed your order. This will most likely be your email address.
There are two ways to validate your return. We will acknowledge receipt of the parcel at the return address we have provided you with, or you can send us a scan or photo as proof that the return has been made to the address provided. In the first case, the parcel must not be sent to the manufacturer’s address. In the second case, a postal receipt or shipping receipt may be accepted.
We may ask you to wait for confirmation of receipt rather than sending us proof that the return has been made. This is because, in the case of a refund request, it may be necessary to inspect the parcel. This inspection will take place before we proceed with the refund, if applicable.
If you receive an item and claim that it is in poor condition and wish to receive a refund, but refuse to send a photograph of the item you received, you will obviously be asked to send the item to a specific address so that the item you ordered can be inspected.
Once the parcel has been received, it will only be after inspection that the refund will be made (or not). Indeed, after inspection, we may find that the item is in good condition. We will inform you of this via a photo and/or video and, in this case, we will refuse the refund.
This may seem like an excessive procedure. However, some people have been dishonest and, based on past experience, we can no longer take our customers’ word for it. We apologise for this and would like you to know that we do our best to handle every return and refund request.
For all refunds, a sum of €2 will be deducted per order. This is to cover the costs incurred by payment platforms and processors.
In the case of a refund, once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will then also inform you of our decision regarding the approval or rejection of your refund request.
If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain period of time. This period does not depend on us. We will notify you as soon as the refund process has been initiated on our end.
If your refund is late or missing, check your bank account first. Only then should you contact your credit card issuer. There may be a delay before your refund is officially posted.
Then contact your bank. There is a processing time required before a refund will appear.
After these two steps, if you still have not received your refund, please send an email. The customer service team will ask you if you have completed both steps. If so, the customer service team will check the database.
We apologise for requesting these steps, but we want to give your requests our full attention. We lose a lot of time when requests are not preceded by certain steps. We want to give the requests we receive our full attention.
In the case of discounted items, if a refund is given, it will be based on the discounted price of the item and therefore paid by the customer, rather than the normal price.
In the context of exchanges, we will only replace an item if it is defective or damaged. If this is the case, and you wish to exchange it for the same item, please send us an email.
In the case of gifts, if the item you wish to return was sent directly to you, you will receive a gift credit equal to the value of your return. Again, only once we have received the item will a gift voucher be sent to you by email.
If the item was not identified as a gift at the time of purchase, or if the gift giver chose to receive the item first and give it to you later, we will send a refund to the gift purchaser, and they will be notified that you returned the item.
For returns, you will be responsible for paying your own shipping costs. These shipping costs are non-refundable, and if you receive a refund, the return shipping costs will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth €30 or more, consider using a delivery service that allows you to track the shipment or insure the delivery. We cannot guarantee that we will receive the item you return to us.