Returns and Cancellations
Order cancellation before shipping
The client may cancel an order without any associated costs, as long as the order has not yet been processed. If a client has placed an order and then intends to cancel it, they must first verify the status of the order in the “My Account” menu located in the upper right-hand corner of the site’s homepage. If the order’s status is labelled as “Awaiting Payment” or “Payment Accepted” there is still a possibility of cancelling it. However, the client should contact our Customer Service to request the cancellation of the order. Only after this procedure is it possible for our Customer Service Department to request the cancellation of the order to the warehouse. If the cancellation request is successful, the client shall be notified via email and the cancellation will be processed without cost to the client. If the cancellation is not possible the items will be sent to the client. If it is still the client’s intention to cancel the order, they should not accept the delivery of the package containing those items. However, the client may proceed with returning the items according to the terms and conditions stipulated below.
Return of Defective Items
The client has the right to return products if they determine that they contain defects or are not in conformity with the products which were ordered. The return may take place 30* days after receiving the order. This does not affect your statutory rights. If the complaint is justified, the cost and the shipping fees shall be reimbursed. To obtain more information on how to proceed with a return and information regarding the refund, please consult the site’s “Shopping Guide” menu.
*From the day the order was received at the indicated address.
Return/Exchange of product because of cancellation
If for any reason you are not satisfied with the products you have ordered, you may return them within a period of 15 business days after delivery, as long as:
•The products have not been washed or used
•The products maintain its original characteristics and the packages have not been damaged (packages which have carefully been open are not considered damaged);
•The product is complete;
You may not return:
•Products which have been used or washed.
Return shipping charges will be borne by the customer.
For additional information, please contact us via email at firstname.lastname@example.org
Available from Monday through Friday, 9:00-12:00 and from 14:00-17:00.