Returns & Refunds
Please note that unless we say otherwise:
THE COST OF RETURN SHIPPING IS Fr.17.99 (OR EQUIVALENT) FOR ALL CUSTOMERS
In order to simplify the returns process to the greatest extent possible, our returns portal will allow you to generate a printable DHL shipping label for your return. The cost of your return will be subtracted from your refund, therefore no extra purchase is required. You will then need to simply affix the shipping label to the outside of your return package, and drop the package at a DHL Service Point.
We kindly request that all returns must be made using our returns portal, and that you do not send your return directly back to our warehouse without notifying us - if you do this, your return may be missed or unattributable to your original order, meaning that you might not be refunded.
Return Instructions
If you’re not satisfied with a product that you’ve purchased from us, or you’ve bought the wrong size, and provided that the product in question is in ‘as new’ condition (i.e. unused, undamaged, and still with all of its tags on), you may return such a product to us for a full refund, within 30 days of receiving your order.
Once you’ve informed us that you wish to return a product, you have a further 14 days to send it back to our warehouse. Your refund will be issued once the product has arrived back at our warehouse and has been checked as being in satisfactory condition.
To claim a full refund for a product that you’ve purchased and received in the past 30 days, please click on the following button to complete the returns process using our returns portal. You will need to enter your 4 digit order number (check your Order Confirmation email for this number), as well as the same email address that you used when you placed your original order:
Please note that depending on where you’re located, your return may take a while to reach our warehouse in the Czech Republic (potentially up to 3 weeks), and especially if your return is coming from outside the EU and needs to clear Czech customs. We kindly ask that you refer to your return’s DHL tracking number, before contacting us to enquire as to the progress of your return, since our customer support team can only see what you can.
Once your return has been received at our warehouse team and has been checked as being in satisfactory condition, your refund will be issued within 14 days to your original payment method. Please allow an additional 5 business days for your refund to clear and for the money to arrive in your bank account (and a further 10 days for the refund to show on your bank statement). Please note that any shipping fees paid for your original order will not be refunded.
Please see our FAQ page for further information on returns.
______________________________________
A Quick Word on Sustainable Returns
We know that sometimes products just don’t fit quite like you’re expecting them to, or that maybe a friend or family member bought you something which you’d like to exchange for another colour. No problem, we get it, it happens to all of us.
However, we also know that there’s a tendency for some people to buy two or even three of the same product in different sizes, in the hope of finding the right size, and then returning those products which inevitably don’t fit. We’d like to take a moment to politely discourage this practice, because endlessly sending products back and forth has a distinct and unnecessary carbon footprint. We offer traditional sizing charts, images of our models (where the size that they’re wearing is indicated as a point of reference), and we’re also always delighted to assist our customers with sizing enquiries, so please don’t hesitate to get in touch if you’re not sure which size you should take. Therefore, if you could please make every effort to take just a little more time to think about sizing, and to only choose a single size of any product that you purchase, then this is another way that you can help us to reduce our impact on the environment.