How to cancel an eligible distance purchase, request an exchange, or report a faulty item.
Last updated: 2026-08-03Unless a statutory exception applies, an eligible consumer may notify us of withdrawal within 14 days after receiving the goods, without stating a reason. For a multi-part delivery, the period begins when the final part is received.
Send a clear withdrawal statement through the contact page or [email protected] before the period expires.
Include the order number, item, reason where relevant, and preferred resolution. We will provide the available return address and cargo instructions.
Do not send cash-on-delivery or to an unconfirmed address. Keep the cargo receipt until resolution.
The customer may inspect an item as reasonably necessary to establish its nature, characteristics, and fit. Excess handling that reduces value may be deducted where legally permitted.
Return the item clean, unworn beyond fitting, unwashed, with labels, accessories, gifts, and original packaging where reasonably possible.
Withdrawal may not apply to goods made to personal specifications, sealed hygiene-sensitive goods after opening, goods that rapidly deteriorate, or other categories excluded by mandatory law.
A size or color selected from ordinary stock is not automatically customized. Your statutory rights for defective goods remain available.
Report transit damage, missing items, or incorrect goods promptly with clear photographs of the product, packaging, and cargo label. Do not discard packaging before review.
Depending on the facts and law, remedies may include repair, replacement, price reduction, or refund.
After a valid withdrawal notice, refunds are initiated within the legally required period and may be withheld until the goods are received or proof of dispatch is supplied where permitted.
Refunds are made to the original payment method. Provider and bank settlement times may add processing days after initiation.
Return cargo costs are allocated according to mandatory law, the stated contracted carrier, and the reason for return. We cover reasonable return costs for verified incorrect or defective deliveries.
Exchanges depend on stock. If the requested replacement is unavailable, the return is handled as a refund.
Contact customer care and include your order number when your request concerns a purchase.