Returns & order issues

Start with your order details

Contact our support team with your order number, the email used for the order, the affected item and a description of the problem. For a damaged or incorrect item, include photographs of the item, packaging and shipping label where available.

Please contact us before sending anything back. We will review the request and explain the return address, any required documentation and the next steps that apply to your order.

Return eligibility

Return eligibility depends on the item, its condition, the reason for the request and the consumer rights that apply to your purchase. Food, perishable products, personal care items, customized goods and opened or used items may need different handling.

Do not assume an international return is automatically accepted or that a fixed return window applies to every item. Ask support about eligibility before purchase if this affects your decision. Nothing in this guidance removes rights that applicable consumer law gives you.

Replacements, refunds and costs

After reviewing your case, the team will explain the available resolution, which may include further delivery assistance, a replacement or a refund where appropriate. Approval, return shipping costs and any original shipping or import charges need to be confirmed for the specific case.

If a refund is approved, the team will confirm the amount and payment route. Processing times depend on the payment provider and your bank. An order cancellation or support request alone does not mean a refund has been processed.

Changing or cancelling an order

Contact support as soon as possible if you need to change or cancel an order. Availability depends on whether payment, packing or dispatch has already taken place. Include your order number and the change you need so the team can review it.