FAQ? : Returns & Refunds
Q1: How do I return an item?
Q2: Can I exchange an item?
Q3: I have purchased something online; can I return it in-store?
Q4: Where is my refund/exchange?
You will find the right answer in our Refund Policy.
*Due to COVID-19, we have been experiencing delays in returns coming back to us; our apologies for any inconvenience and additional time frame.
Q5: What is a personalized product?
It is an item that carry either person’s full name, first name, surname, monogram or initials on them ... Personalizing items can be done with a variety of styles, colors and techniques to accommodate personal preferences.
Q6: Can I return a personalized item?
No, for more information read our Refund policy.
Q7: Can I get a refund if the price has changed since I ordered it?
As a business we’re constantly changing our prices due to trends, sales demand and other various reasons. Don’t worry, after you’ve ordered, the Price for any Items will be not changed in your Order.
If the price has changed in your Invoice, we will refund you the difference Price.
Q8: I’ve paid with Klarna, how do returns work?
With Klarna, you only pay for what you keep. If you return some of or all of your order, Klarna will update your statement as soon as the online store processes your return. For example, if you ordered two items at €20, and returned one, your updated statement amount would be €20. You will then have until your payment date to complete this purchase.
Q9: I’ve purchased Foods or beauty products; can I return these?
All our foods & beauty products are non-returnable due to hygiene regulations.
Q10: What should I do if my refund is incorrect?
First, please check your original order confirmation to check if discount has been applied at checkout to your items, before contacting us.
Please contact our Customer Service & Support team if the refund is incorrect.
Q11: I forgot to include my returns note in my return, what can I do?
Please contact our Customer Service & Support team with your name and order number, so we can keep track of your order when it returns to us.
Q12: Will my standard postage costs be refunded?
Postage costs will only be refunded if your entire order is damage or faulty or if you received the wrong item.
Q13: What do I do if my item is faulty?
The Goods can be classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty, and we have the right to refuse a refund on those grounds.
If your item is faulty, please do not dispose or modify your item(s). Please contact our Customer Service & Support team within 7 days of receipt along with your name, order number, and images you can provide of the faulty item(s), so we can support you further.
Q14: I purchased the same item from another retailer, but it is faulty. What do I do?
We work with a number of wholesaler and third-party retailers who stock our items and any purchases made in these stores or concessions are subject to the store’s own returns policy.
As we have no record of the transaction on our system, you’ll need to either visit the original store of purchase or contact the retailer Customer Service & Support department online, with details of your receipt (and images of the fault) to see if they’re able to offer a refund or replacement.
Q15: I purchased a product, and now it’s in the sale, can I get a refund?
Unfortunately, we are unable to refund the difference between the original price and the sale price.