Customer care
Legal Area
Can I send back the package I received?
Pursuant to Article 52 et seq. of the Consumer Code, the Customer has the right to withdraw from the purchase contract for any reason whatsoever, without the need to provide explanations and without any penalty, within the terms and in the manner indicated in this article, subject to the exceptions set out in Article 59 of the Consumer Code.
How long does it take to obtain a refund in these cases?
Before making a refund request, check which cases it is possible to do so (see section 10.1 of the Terms of Sale, which we invite you to read carefully. The time frame for a refund varies between 14 and 30 days from the date of your request. If more than 30 days have elapsed, please write to us in the Support area and we will immediately check with our administration department whether the amount you spent has been refunded. We will respond to your request and update you on the status of your refund with more precise details.
Return procedure
The return procedure can only be opened following your request to exercise this right and only in cases where:
If you wish to use our courier service to collect your return, the cost is €6.50. This fee will be deducted when the refund for the returned order is processed.
Pursuant to Article 52 et seq. of the Consumer Code, the Customer has the right to withdraw from the purchase contract for any reason whatsoever, without the need to provide explanations and without any penalty, within the terms and in the manner indicated in this article, subject to the exceptions set out in Article 59 of the Consumer Code.
How long does it take to obtain a refund in these cases?
Before making a refund request, check which cases it is possible to do so (see section 10.1 of the Terms of Sale, which we invite you to read carefully. The time frame for a refund varies between 14 and 30 days from the date of your request. If more than 30 days have elapsed, please write to us in the Support area and we will immediately check with our administration department whether the amount you spent has been refunded. We will respond to your request and update you on the status of your refund with more precise details.
Return procedure
The return procedure can only be opened following your request to exercise this right and only in cases where:
- you notice damage to the parcel and/or any packaging upon delivery;
- you discover an error in the composition of the package delivered with respect to the order placed or a lack of products ordered;
- you discover an anomaly in the composition of the product.
If you wish to use our courier service to collect your return, the cost is €6.50. This fee will be deducted when the refund for the returned order is processed.