Returns

Are there any return restrictions?

The following products cannot be returned:

  • Personalized products
  • Beauty products
  • Perfumes without the protective film
  • Bed Linen

Returned items must be in original packaging, intact, unworn, unwashed, and unaltered, with all original tags and seals. Returns that don't meet the criteria will be rejected.

How can I make a return?

Request a Return Authorisation Number (RAN) within 14 days of delivery:

  • Registered users: go to “Orders” in your account and click “Return product”
  • Guests: use the “Return Authorisation” section on the website

EU: include the signed Return Proforma Invoice inside the package.
Non-EU: include 1 invoice inside, give 4 to the courier for customs clearance.

What is a RAN? Why do I need one?

The RAN (Return Authorization Number) helps us track your return and process refunds efficiently.

I have lost the return label or invoice. What should I do?

Contact Customer Service through the “Contact Us” link with your order number to request a new label or invoice.

Are returns free?

Yes, returns are free if you use the prepaid label included in your order or the official carrier pick-up service.

How do I schedule a return pick-up?

Check the return label for your courier and follow the instructions:

  • UPS: Call or schedule online
  • FedEx: Call +39 199.151.119 or book online
  • DHL Packet: Email 24h in advance or use their website
  • Other Couriers: You may choose your own courier (return shipping not reimbursed)

For China: packages over 5000 RMB require a customs broker. Always keep the tracking number for your records.

Where is my return?

Track your return using the tracking number on the label. Refunds are processed within 14 working days of receipt at the warehouse.

When will I receive my refund?

Refunds are issued within 14 working days from receipt at our warehouse. EU orders receive VAT refunds. Outside the EU, duties may not be refundable.

Refunds are made to the original payment method (credit card, PayPal, Klarna, etc.). If your card expired, contact your bank to retrieve the funds.

Can I make an exchange?

Exchanges are not available. Please return the item and place a new order.

I received a faulty item. What should I do?

Contact our Customer Service team via the “Contact Us” link and include product photos to speed up the process.