Shipping and returns
Your exact shipping cost depends on the delivery destination and selected shipping method, and will always be quoted separately in the shopping cart.
No surprises at the end of the order processing!
You can almost always choose between economy shipping (cheaper but also slower and without guaranteed delivery date) and express shipping (more expensive but faster and with guaranteed delivery date).
Shipping Provider Information
Please be advised that the courier services may require someone to sign for your shipment.
All products must be signed for by an adult aged 18 years or over on delivery.
If there is no one at the address given who is competent to accept delivery of the products, you will be asked to contact our courier service in order to arrange an alternative delivery date or a place to collect the products.
Online order cancellation
In order to meet our commitment to you to ship your order as quickly as possible, we can cancel or change an order once it has been placed if the information reaches us before it is shipped.
If you decide you no longer want your order, please contact email@example.com to cancel your order.
Once the request is placed there is no guarantee that we can stop your order from shipping.
If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.
If we are not able to stop delivery please refuse delivery upon its arrival.
We will issue you a refund of the purchase price once the product is returned to our fulfillment centre.
Your right of retraction
We guarantee total customer satisfaction.
If you are not completely satisfied with your online purchase, you may return unused merchandise in its original box provided you meet the rules described hereafter.
You have the right to retract the sale agreement at any time up to 10 calendar days from the delivery date.
Your right of retraction does not exist for personalized items.
All items must be returned unused, with authentic labels, use instructions, guarantee leaflet and other hangtags and wrappings, and in original packaging.
You are responsible for returning the products to us as soon as possible and at your own cost.
If goods returned under your right of retraction are not in a re-sellable condition, we will not accept your return.
To exercise your right of retraction, please give us written notice by e-mail to firstname.lastname@example.org and follow the return procedure set out below :
- Please contact email@example.com and mention the the order number on the e-mail confirming receipt of your order, together with the reason for the return.
We will e-mail you a return label, a return number together with the return instructions.
The return is at your own cost and we advise you of the cost of the return in the same e-mail.
- Pack the item to be returned (only unused items, with authentic labels, use instructions, guarantee leaflets and other hangtags and wrappings) in its original carton to prevent damage while in transit.
- Please print the return label and tape it on your return package.
The return label will comprise all required data like your name; your address and the return address; your phone number; item number and/or description of item being returned; and the return number.
- Please carefully read the return instructions and contact our express courier for pick up as indicated in the return instructions.
You have to organize the pick up by our express courier within 7 calendar days from the date we sent you the e-mail with the return label, the return number and the return instructions.
- Provided you have respected all return requirements, we will give refund instructions within 10 days.
In the event you have not respected all return requirements, we will advise you by e-mail why we cannot approve your return.
Please return only online purchased merchandise through the procedure described above.
The products purchased online shall not be refunded nor returned by our stores or dealers.
Defective product, damaged product or product lost in transit and wrong delivery.
You must check whether your shipment is correct upon delivery.
If there are discrepancies or problems with your order, you shall note the nature of the discrepancy or the problem on the delivery note and sign it.
You shall give us written notification of the problem within 24 hours of the delivery date by e-mail to firstname.lastname@example.org and follow the returns procedure described under "Your right of retraction", but for faulty goods or goods being returned due to our error we will also refund any cost incurred in returning the item.
Subject to availability, we will send you a new Shipping Notification E-mail and we will automatically and immediately ship to you at our own costs the correct replacement product.