Who can ask for an exchange
You can ask for an exchange if your item arrived damaged, defective or different from what you ordered. Requests should be made as soon as possible after delivery.
Other exchange requests, such as a different size or colour, are considered case by case, depending on the product and stock.
Wrong or damaged products
If we sent the wrong item or it arrived damaged, tell us your order number and what is wrong. After we check the request, we will offer a replacement, a refund, or another suitable solution, depending on what is available.
Replacement stock
A replacement depends on the item being in stock. If it is not, we will offer a refund or another option, and we will not send a replacement without your agreement.
Evidence we may need
- Photos of the item, its label and the packaging, including the outer parcel.
- A short unboxing video for damaged or missing items, where reasonably possible.
- Your order number.
Submitting an exchange request
Open the order in “Your orders” and use the return or help option, or contact our support team and say you would like an exchange. Please keep the item and its packaging until we reply, and do not send anything back before approval.
Inspection and approval
We review each request and may ask questions or ask for the item to be returned for inspection. Items showing misuse, accidental damage or alteration may not qualify. We will tell you the decision and the next steps.
Shipping charges
When an exchange is needed because of our error or a fault, we cover the shipping of the return and of the replacement. For any other exchange that we agree to, we will tell you in advance who pays shipping.
Product-specific exceptions
Some products, such as sealed hygiene items or custom-made items, may not be exchangeable unless they arrive faulty. Any restriction will be shown on the product page or confirmed before you order.
You can reach us through the support request form on our contact page.