Customer Service
Can I track my returned parcel?
You can track your return through the website of the carrier, as soon as they have confirmed the pickup of your parcel. A tracking number should be provided to you upon returning an order.
With that number, you can check the most recent status of your return here – GLS/Parcelforce: https://www.parcelforce.com/track-trace When our warehouse receives the returned goods, we will send you a return and refund confirmation by email.
How to return in-store
Currently, we do not offer an in-store return service.
How to return via courier
How to return via courier:
1. Put the item(s) in the shipping box.
2. Attach the return label and cover the original delivery label.
3. Drop it off at a postal office or your couriers drop-off point.
4. Get proof of postage for safe delivery.
5. You will receive the refund via the same payment method used for the purchase, within 8-10 working days (depending on your bank) after we received your return.
Returning items from multiple orders? Please use the original boxes and their corresponding return labels.
Our return policy
- Returns can be made within 60 days, counting from the day of delivery.
- Items must be in the same condition, with original tags.
- Online orders can’t be returned to outlet stores.
Some items require unopened, original packaging.
This applies to:
- Perfumes and/or make-up
- Panties
- Boxers
- Briefs
- Swimwear
Incomplete, worn, or washed items won’t be accepted.
Returning items from multiple orders? Please use the original boxes and their corresponding return labels.
In case of a return, will my shipping cost be refunded?
Can I exchange my product(s)?
Currently, we do not offer an exchange service. If you’d like the item in a different colour or size, simply return your items, within 60 days after you’ve received them. You will be refunded in full within 8-10 business days after we’ve processed your return. You can reorder the items in the meantime, or after your refund has been processed.
When will I receive a refund after I return my order?
It usually takes up to five (5) working days for a return to reach our warehouse. Once they have received it, the parcel gets scanned, then a refund is automatically triggered.
It takes about 8 to 10 working days for the refund to reflect in your bank account, after we’ve processed your return in our warehouse. We will be using the same payment method as you when placing the order.
For the latest updates on your refund, it is easiest to check your bank account directly. If you paid by credit card and no amount has been deducted from your account, the reserved amount will be released back to your bank account.
We are available Monday - Sunday: 9AM - 9PM CET.