We understand, sometimes the product you purchased just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.
Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear or use it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
All returned items should be sent in their original condition and packaging where possible, including tags within 30 days from the delivery date. Please notify us through email prior to the return so we are able to send you a pro-forma invoice for the items that will be returned. In case you need to return an item after 30 days, please inform us through email of the reason of delay in return. Please do not use GLS courier to return items to us as we do not work with GLS for shipments or returns.
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
Can I exchange the item?
Yes, we offer you an exchange in case you are not satisfied with the product received. We offer either the same item in a different size or colour, or another item at your preference. Please contact us in this situation through email and let us know how you would prefer to have your purchase exchanged.
Original mode of payment while handling returns or refunds.
After returned items successfully went through inspection, we initiate the refund process and will refund you through the original mode of payment. Once the refund has been completed we will inform you through the email address provided during checkout.
Shipping costs on undelivered/rejected orders
We offer free shipping throughout the EU and UK on all orders send from our central warehouse in Portugal. We do want to mention that in case your order is returned to us due to being rejected by you, or not being collected after an unsuccessful delivery attempt, we will contact you to discuss the next action. In case you prefer not to receive your order, we will deduct the actual shipping costs from the total refund. Return shipping cost are the customer responsibility.
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning lots of items – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Service and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact us prior to returning the item.