You have 100 days from the delivery date of your online order to return any item.
You can easily initiate a return through our online returns portal and provide the reason for your return. Your feedback helps us improve our products and services.
How do I register my return?
1. Login to our return portal
You don't need a profile to access our returns portal, all you need is your order number and the postcode for the delivery address or delivery pick-up point.
2. Choose the relevant reason for the return
By providing the reason for the return, you can help us improve our products and services through your feedback.
3. Get your return label or QR code
To get your label or QR code please finish the registration. If there was a label within your parcel, you can simply use that one and ignore the new label. Both are equally valid and will allow us to process your return.
4. Pack your order
Place your goods in a bag or box. You can use the original packaging or bag/box of your choice.
When using the original packaging, please cross out the label that is already on the packaging. For QR code returns, the postal staff will print your return label by scanning your QR code.
5. Get a proof of the return
Hand in the parcel to the postal service you selected during registration. Please remember to save proof of postage until you have received your refund.
6. Wait for the refund
Look out for a return confirmation and refund email from us. It may take up to 14 business days (Mon - Fri excl. public holidays) for the order to get back to us. Once we receive it, we'll notify and refund you via the same payment method you used when placing the order.
Please note that it can take 2-30 days before the money is back in your account, depending on the payment method.
Do you need more than one label?
If your return requires multiple packages, please register each package separately.
Steps:
- Register the first package containing the initial items in the returns portal.
- Once the label is generated, log back into the returns portal.
- Register the remaining items that fit in the second package.
- Repeat steps 2 and 3 for any additional packages.
This ensures each package has its own unique return label for proper tracking and processing.
I already have a label in my parcel?
If you already have a return label, simply use this and ignore the email with your new return label.
When sending your return, you may use either the return label generated during the online registration process or the label included with your original order—both are valid. However, if you use only the label that came with the box without registering your return online, we won't be able to track the reason for your return.
You don't pay a fee per label you create, but per package you return.