Returns and refunds

Need to make a return?

The return procedure depends on the date your order was confirmed.

Orders confirmed before 29 September 2026

Follow the previous procedure shown on this page. In-store returns are not available for these orders.

SEE THE PROCEDURE BELOW

Orders confirmed from 29 September 2026

Follow the new procedure in the FAQ. For these orders you can use the new Returns Portal and, where available, return your order in store.

GO TO THE NEW FAQ

Check the date shown in your order confirmation email before proceeding.

Procedure for orders confirmed before 29 September 2026

The instructions below apply only to orders confirmed before 29 September 2026. In-store returns are not available for these orders.

How to make a return

If you are not satisfied with your purchase, you can request a free return within 30 days of delivery. Before returning the goods, you must open the return request online.

  1. If you placed the order as a registered customer, sign in to your account and locate the order in the orders and returns area. If you purchased as a guest, use “Check order” and enter your order number and the email address used for the purchase.
  2. Open the order details, select the items you wish to return and provide the return reason.
  3. Enter the collection address according to the options available in the previous procedure. In-store returns are not available for orders confirmed before 29 September 2026.
  4. Confirm the request. You will receive the return identification number and prepaid label by email. Print the label and attach it to the parcel. From confirmation, you have 14 days to hand the parcel to the carrier.
  5. Schedule collection through the indicated carrier website or take the parcel to one of the carrier’s drop-off points.
CHECK ORDER

Returns from outside the EU

Before handing the parcel to the carrier, print and complete 5 copies of the Return Proforma: place one copy inside the parcel and keep the other 4 outside, easily accessible for customs clearance. Failure to follow the procedure may cause delays, customs rejection or return to sender. Shipping charges, import taxes and customs duties are not refunded.

Using a different carrier

You may return the parcel without using the prepaid label and assigned carrier. In this case, shipping is at your expense. Keep the tracking number and proof of handover. Any transit or delivery issues remain the sender’s responsibility.

Return acceptance conditions

The product must be intact, unworn, unwashed, unaltered and have all original labels correctly attached. A return that does not meet these conditions may be rejected and the goods sent back to the sender.

Refund timing and method

After the warehouse checks the returned goods, the refund is issued within a maximum of 30 working days from receipt of the return. The refund covers the cost of the returned products and is issued to the same payment method used for the purchase. For cash-on-delivery legacy orders, the refund is made by bank transfer according to Customer Service instructions.