Returns & Refunds
Return eligibility, damaged or incorrect orders, refunds and complaints.
Most asked in Returns & Refunds
Photograph what arrived — parcel and items — and contact support with your order number. You choose between replacement and refund where both are possible; we tell you whether the items need to come back before anything ships. You never pay to fix our error.
Read answer How do refunds work?Once your return is received and checked — or your case is approved without a return — we issue the refund to your original payment method and confirm it by email. From that point the timing is your bank’s; the confirmation email is your receipt.
Read answer Replacement or refund — how is it decided?Where stock allows, the choice is yours. If the exact product can’t be replaced — sold out or discontinued — we offer the closest alternative or a refund, your pick.
Read answerAll Returns & Refunds articles
Photograph what arrived — parcel and items — and contact support with your order number. You choose between replacement and refund where both are possible; we tell you whether the items need to come back before anything ships. You never pay to fix our error.
Once your return is received and checked — or your case is approved without a return — we issue the refund to your original payment method and confirm it by email. From that point the timing is your bank’s; the confirmation email is your receipt.
Where stock allows, the choice is yours. If the exact product can’t be replaced — sold out or discontinued — we offer the closest alternative or a refund, your pick.
Write to support with your order number, what went wrong, and photos where relevant — one message with the details beats several without them.
When the return is our error — damaged, faulty or wrong item — the return costs nothing. For change-of-mind returns, the returns page for your delivery country states how return shipping is handled before you order.
Check for the refund confirmation email first — it marks the moment the money left our side. After that, timing sits with your payment provider. No confirmation email yet means the return is still on its way to us or in checking; the return tracking shows where it is.
Still need help?
Questions about a specific order are fastest to check from the order itself — its status, contents and tracking live together in one place.
Send the details once — include your order number so we can look straight into it.
Check your ordersEvery order keeps its status, contents and tracking together under Account → Orders.
Have your order number ready — it’s in your confirmation email and under Account → Orders.