- How long do I have to make a return?
15 days after order is marked as delivered in the tracking page.
- How do I make a return?
Within 15 days after receiving the order, if you are dissatisfied with it and you want to return any item, please contact our Customer Care Team by email [email protected] to begin the process, stating:
1. The order number.
2. The items name you wish to return.
3. The reason for return.
Our Customer Care Team will review your case and send you all the instructions. Once it arrives our facilities, the item(s) will be refunded in 7 working days.
Important: We do not work with exchanges, only returns.
- Returnable Items
– Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);
– Faulty items damaged/broken during transportation;
- Non-returnable items
– Products purchased in promotion for nearing expiry date;
– Open, used products;
– Any issue with the products detected after the 15 days of being delivered have passed.
- Return Shipping Fees
1. Shipping fees to return the items are at the customer’s own expense – (excluding situations of damaged/faulty items).
a) Return by Standard Mail: Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest registered air-mail method that is available.
b) Return by DHL: Please contact us to [email protected], so we can send you the payment instructions and schedule the return with the courier.
2. If a return is charged by international Customs, we will not clear it and they will send the package back to sender.
- How and when will I get my refund?
Refunds can be made in the following situations:
– Orders returned by postal services;
Your refund will be processed within 7 business days. It will be automatically issued to the original account used to make the purchase.
As an alternative costumer can choose the issue of a discount code in the amount of the order/products. Discount codes are valid for 12 months, counting from the day they are sent.
1 – In case of orders that were placed more than 6 months ago, it can happen that refund through same payment method is not possible. In such cases, we will ask the customer to send us bank account details to process it.
2 – Payments made by Paypal we´ll request bank account details to our customer and the refund is made by bank transfer.
- Returned Orders
Due to unknown recipient, wrong or incomplete address, unclaimed order, etc, and order can return to our warehouse. You can track the returnee exactly on the same way/link you track it´s delivery.
Once it arrives our facilities, we contact our customer and are given the possibilities of paid reship, refund of the total amount of the products or issue of a discount code in this amount to be used in a new purchase.