Delivery and returns
RETURNS AND EXCHANGES
Any one of the products can be returned or exchanged within 5 days of its delivery in its original commercial form, without damage to its quality or lack of quantity or individual elements of it.
To make the return/exchange, write to [email protected] or call +359 879 506050 and we will give you return instructions.
Return shipping costs are covered by the BUYER. Return of the product itself will take place subject to the following conditions:
1) The integrity of the product must not be compromised - it must be sent back to us in the condition in which it was received.
2) With internal and external original labels preserved and available.
3) There should be no signs of use, scratches or other damages on the product itself.
4) To have no missing parts or lack of the product itself.
5) The three names, the order number and the bank account for the transfer of the amount of the returned goods must be recorded with the order for return or exchange.
6) The return form is filled and put inside the return package.
7) Return of goods is accepted only if the 5 day return period is observed.
If the above conditions are not met, we reserve the right to refuse a refund of the amount of the purchased goods or exchange of the goods.
TERMS OF RETURN/CLAIM OF PURCHASED GOODS
- The return period is 5 /five/ days, counted from the date of receipt of the goods.
- In the return shipment, in addition to a form for the return of purchased goods, the proof of purchase (document from the courier or a printout from the merchant's website) must be attached.
- The goods can be returned to the address of the merchant's physical store by courier. Shipping costs are the responsibility of the BUYER and are not refundable.
- After receiving the returned goods and inspecting them (information about which will be sent by e-mail or phone), the value of the returned goods excluding transport costs will be refunded to the Customer - to a bank account within 14 working days
- Merchandise whose return/complaint cannot be accepted (eg: if it is sent after the specified period, if it is not accompanied by a document, etc.) will be sent back to the Buyer at his expense.
6. If for some reason the Buyer made a mistake and specified a different product from what he wanted and until the order was sent he did not find out his mistake, he can contact the company's office so that a decision can be made on how to proceed.
7. Each case is considered individually. The costs of returning a product and sending a new one are at the expense of the Buyer. If the new order is more expensive, the difference is payable. The merchant has the right to refuse the return of a given product at his discretion, if the circumstances require it.8. Any product that does not meet the customer's request is subject to a complaint. The customer can refuse it as soon as it is received by the courier and not accept it from him. In the event of a clear discrepancy between the goods received and the requested, contact us immediately on one of the telephone numbers listed on the web
The discrepancy is checked by the name and code of the product in the request and the name of the product that the Buyer received. Upon detection of such an error, the Buyer returns the product at the expense of the Supplier and the correct one is sent to them.
FAULTY ITEMS
If, upon receipt of the goods, the packaging is damaged or torn, the claim will be honored only in the presence of the courier upon receipt of the goods. In this case, immediately contact us by phone or make a complaint to the courier.
The complaint is certified by an entry in the bill of lading by the recipient, at the time of receipt of the shipment. Claims relating to mechanical damage that occurred during transport will only be considered on the basis of a claim protocol drawn up in the presence of the courier.
In the event of visible damage to the shipment at the time of its handover, a finding report is drawn up (in two identical copies) in which the ascertained condition of the shipment and its packaging are described. In this case, the Customer may refuse to receive the shipment or take it at their own risk.
In the event that the Buyer accepts such a shipment and does not present their claims to the courier upon receipt, the responsibilities for the claim are transferred to the courier who delivered the shipment to the Buyer. In such circumstances, the conditions for complaints of shipments of the respective courier company apply.
When submitting a complaint within 14 working days from the date of purchase, subject to compliance with all conditions of the store, as well as all applicable legal provisions, the Buyer may claim a refund of the amount paid, exchange of the goods for another or a deduction from the price. All expenses incurred by the customer for the receipt and return of the purchased goods, bank commissions and other expenses beyond the value amount are for the account of the Buyer. A person who is a third party upon receipt of the shipment has no right to claim.
REFUNDS
Once your return has been received by our boutique, it can take up to 6 calendar days to process. When your return has been accepted, your refund will be processed to your original payment method, excluding any delivery costs. Refunds can take up to 14 working days.
If you're eligible, we may be able to process your refund as store credit if you prefer. Once processed, it will show in your account to use the next time you shop with us.
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our Customer Service team as soon as possible.
We'll arrange a return and process a full refund for the faulty item.
