I refused my parcel upon delivery (cancellation/defect)

Whether your refusal results from a cancellation of your order or follows receipt of a broken/incomplete/non-compliant product, you will need to submit a request for support:

  1. Sign in to your customer account using your email address and password.
  2. Click “ACCOUNT” and then “My orders” to find the order in question.
  3. Click on the order, then on the “Get help” section and follow the instructions to confirm your request.

Without this request, there is a risk that the return of your item will not be taken into account, which may delay or prevent the return process.

Who pays the costs of return shipping?

If your refusal is due to cancellation (you’ve changed your mind)

If you cancel a purchase, the return shipping costs will be your responsibility and automatically deducted from your refund, even if you received free shipping with your order.

Your refund will be issued once the seller has received the item and its good general condition has been verified.

If your refusal is the result of defective packaging or product

In this case, the seller will be responsible for the costs of return shipment. For more information on how our After-Sales Service handles your claim, please consult this article.


How long does the refund process take?

We will start processing your refund within 14 calendar days following the date you made the request to return your product. However, the seller may postpone the process until he or she receives your package or until you have provided proof of shipment.

As soon as your refund is ready for processing, you will receive an email. In the meantime, should you require more information, please read this article.



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