Frequently Asked Questions
This page collects the most frequently asked questions regarding orders, shipments, payments and returns.
We invite you to consult it before contacting our customer service: you will easily find the information you need for a worry-free shopping experience.
ORDERS
If you contact us (Mon-Fri 9:00-19:30), you can cancel your order up to 1 hour after it's completed. To cancel an order, you should call us immediately or send us an email with your order number (e.g., #12345). You can also try later, but if your tracking link has already been created, cancellation will not be possible. If cancellation is no longer possible, you can refuse the package from the courier and, once it returns to the warehouse, process a refund if you've already paid for it.
Unfortunately, it's not possible to change products after an order has been completed. You can contact us by phone Monday through Friday, 9:00 a.m. to 7:30 p.m. If your order hasn't been processed, we'll be able to cancel it and invite you to place a new order, choosing the products you want.
We process our returns manually, which can sometimes take some time. We inspect the returned goods and refund the amount using the same payment method originally selected. If you chose cash on delivery, you can choose between a credit to use on your next order or, alternatively, we'll need you to provide us with your bank details so we can refund you via bank transfer. If you haven't received your refund within three weeks of returning the package, please contact us.
SHIPMENTS
We try to process your order as quickly as possible, so there's very little time to change the address. The best thing to do is simply contact us by phone as soon as possible. If you've already received the confirmation email, we can't do anything, but don't worry! The day before delivery, you'll receive an email from the courier with further address and delivery instructions.
We are proud that thanks to the work of our team, we can provide our products to everyone who wants to renew their style all over the world.
Sometimes, the package may have been picked up by a relative or neighbor. If this is not the case, please contact us and we will open an investigation with the courier.
If you unfortunately received damaged products, please contact us by email with the following information: a list of damaged products and photos of the products received.
In the rare event that you receive the wrong product, please contact us by email so we can resolve the issue immediately. We will need the following information: Clear photos of the incorrect product(s) and your order number.
If you received an incomplete shipment, we recommend first checking the courier's website for two tracking links for your order. It's possible the products were shipped from the warehouse in two packages; the rest of your order could be just around the corner! If there's only one link and you still have missing products, you should contact us by email, letting us know which products are missing and your order number.
You can track your order in the dedicated " Track your order " section, where you can enter the Order or Tracking Number sent to you via email.
