What to do if your parcel has been returned to us by the carrier?

We strongly encourage you to contact our Customer Service, making sure to provide your order number. This information is essential for us to quickly locate your file and offer you personalised assistance.

During this exchange, you will have the opportunity to let us know your preference regarding the next steps for your request. You can choose between receiving a new shipment of the product in question or opting for a full refund of the amount corresponding to that item.

Depending on your decision, we will either resend the replacement product or issue a refund. However, these actions will only be undertaken after we have received and checked the returned parcel in our warehouses, to ensure the return complies with our requirements.

Throughout the processing of your request, you will be kept informed of the progress by email. We are committed to communicating every important step, so you can follow the progress of your case in real time with complete transparency.