On May 7th our system upgrade was completed and we are now able to receive returns and complete refunds, although it will take a little longer for returns received after 24th April. We will let you know via e-mail once your refund has been completed. Thank you for your patience.
Right of withdrawal
If you are not satisfied with the Products you received or have simply changed your mind about purchasing them after we have e-mailed you your Order Confirmation, you can return them within 30 (thirty) calendar days of delivery of the Products and get a refund.
This is a right of withdrawal that you can exercise without penalty and without giving any reason.
Please note that while the Products remain in your possession you are responsible for keeping them safe, secure and in good condition.
In case of returns for change of mind (right of withdrawal), you will be fully reimbursed apart from shipping costs for delivery.
We recognize no right of withdrawal for Products that you have asked us to customize (for example with bespoke colors, materials, monograms) through our DYO functionality available here.
Obviously, DYO Products can be returned in case they are faulty.
Legal guarantee for faulty goods
In addition to the above, we recognize the statutory 2-year (or the longer period that may be set forth by your local law) guarantee for product faults. A product is "faulty" if received damaged or where a manufacturing or material fault occurs within 2 years (or the longer period that may be set forth by your local law) from the purchase. Please note that Products damaged due to wear and tear are not considered faulty.
You can return faulty Products within 2 years of your receipt of the products and get a full refund, including any shipping costs, as applicable.
How to make a FREE return
1) Create a "return label"
Visit track your order page, enter your Order number and your email address, and click ‘create a return’ (for registered customers, you can access your order history from your account). Select the items you may want to return, the preferred return method (drop off to a collection point or carrier pick up at preferred address) and select the reason for your return. Then print the label provided.
2) Pack the products with the return label
Pack the order in your original box (different boxes can be used, but we strongly encourage recycling where possible) and attach the new label, ensuring the original label is covered.
3) Drop the products or hand them to the carrier
Drop your return into any available drop-off locations or wait for carrier pick-up on the proposed date.
4) Wait for return confirmation and refund
You'll get an email confirmation when your order has been correctly returned to our warehouse and refund processed.
Please Note: if you do not want to follow the procedure described above, you are free to choose your preferred return method. Please keep in mind that the cost of returning the goods will be at your expense and that you bear the risk of damage or loss of the goods during a return until the goods reach us.