The EU law gives you the right to withdraw from most online purchases within 14 days of delivery – no reason needed. You can also withdraw before your order has been shipped by contacting the merchant’s customer support team. To submit your withdrawal request for a fulfilled order, enter your Order ID and Email Address […]
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My return has been sent back to me
If you have used a prepaid label, please contact us so that we can assist further. If you have selected a Standard return via a carrier of your choosing, we kindly request that you contact the carrier that was used for this return to obtain further information.
I returned my order using a different method than advised by the return label
Our return documentation provides full instructions on how to send your goods via the method selected. If you have returned your items using an alternative method, please be advised that any additional costs are the responsibility of the sender. If you do not receive a refund for your return within 21 business days from the […]
I am no longer in the shipping country used for delivery
Our return portal provides documentation for returns made from the shipping country for delivery. If you are unable to return your goods from the same country, we are unable to provide this documentation. We are unable to assist with returning items from an alternative location. Please be advised that the return is your responsibility up […]
My return documentation shows a different value than what I originally paid for the goods I have returned
The return commercial invoice does not reflect the total order amount and is used for shipping and customs purposes only. We assure you that no additional charges have been made to your order, and that a refund for your returned goods will be for the amount originally paid. If you have returned your goods using […]
I did not use your portal to send my return
Please note that returns not sent via our return portal may be subject to additional checks by the relevant customs authorities. Please be advised that the return is your responsibility up to the point that we receive it back. If you do not receive a refund for your return within 21 business days from the […]
I did not choose a tracked service when sending my return via the standard return option
When returning an item using a carrier of your choice, please be advised that the return is your responsibility up to the point that we receive it back. If you do not receive a refund for your return within 21 business days from the date posted, we kindly request that you contact the carrier that […]
I have requested a collection via DHL and have received an ‘import error’ message
Before requesting your collection, please choose your country’s location. This option can be found by clicking on the flag symbol at the top right of the page. (Please make sure not to skip this step otherwise you will get an error message when entering the waybill number)
I returned my order via Standard return- where is my refund?
When returning an order via the Standard return option, our return instructions include the following: We suggest that you ship the parcel with a tracked service in order to be able to monitor the returned items. Please make sure to obtain a Proof of Postage receipt from the shipping service used. Please keep hold of […]