Frequently Asked Questions (FAQs)

Q. I received a defective / damaged item, can I get a refund?

In the event that the item you received is damaged or defective, you may return an item in the same condition that you received it with the original box and / or packaging intact. Once we receive the returned item, we will inspect it and if the item is defective or damaged, we will process the refund.

Q. I received a wrong item, how can I return it?

In unusual circumstances where the item received is wrong, you may return the item in the same condition as you received and in the original box and / or packaging intact. Once we receive the returned item, we will process the refund along with the free 15-day returns.

Q. When are “Returns” not possible?

There are a few certain scenarios in which we find it difficult to accept returns:

The return request is made outside the specified period, 15 days from delivery.
The product is used, damaged, or is not in the same condition that you received it.
Specific categories like underwear, lingerie, socks and apparel gifts, etc.
Anything missing from the package you received, including price tags, labels, original packaging, gifts, and accessories.
Fragile items, hygiene-related items.
Second-hand labeled products.

Q. Can I return clothing and fashion accessories?

A. You may return any item of clothing or fashion accessory within 15 days in the same condition as received and in the original box and / or packaging intact, provided the item is:

not on the non-returnable list.
No clearance items clearly marked as such and showing a no-return policy
in the same condition it was received and with the original packing box and attached labels

Q. What are the items that cannot be returned?

Items that cannot be returned are:

Clearance items clearly marked as such and displaying a No Return Policy
When the offer indicates that the items are so specific that they cannot be returned.
Items found in the following product types:
Beauty and Fragrances

Q. How long does it take for the courier to collect the returned items?

The return of the product can be made directly to the delivery address indicated at the time of purchase or must be deposited at a post office in case of deliveries made by Correos or others. During our instructions, the form of return to the buyer will be indicated.

Q. Can I schedule time with the courier to return an item?

At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule a pickup time for a returned item, you can provide your preferred times.

Q. Can I return my item after 15 days?

There may be situations where you were unable to return the items within 15 days, in such cases please contact our Customer Service Team (+34 602 33 61 26) or through the Contact Us page to file a complaint earlier or before 15 days. Complaints are handled on a case-by-case basis. However, all acceptable returns under Consumer Protection Laws will respect the indicated duration.

Q. How can I receive a refund if I paid by credit card?

If you have paid by electronic means (credit or debit card), the amount paid will be refunded to your card. The amount paid may take up to a month to be reflected on your card statement, depending on the individual banking process.

Q. Can I replace or exchange an item instead of a refund?

At the moment, does not offer replacement or exchange of an item; however, you can still return an item for a full refund.

Q. I lost the original packaging in which I received the item, how can I return it?

We accept the return of the item only if it is in an original box and / or intact packaging with all labels and barcodes, however, in this case, please call the Help Center for more information.

Q. Who pays the shipping costs when I return an item?

You can return an item for free within 15 days from the delivery date, where covers all shipping costs.