We're so sorry if your item is damaged! Don't worry—there will be no cost to you for returning defective items.
Please note that online purchases cannot be returned to our physical stores.
To raise a complaint with our customer service:
- The item must have been purchased online through our official website. For items purchased from a store or other retailers, please contact the store or retailer directly regarding their return and warranty policies.
- The item must contain all of its original care labels. While it is acceptable for the price tag to be removed, please ensure that the size label and washing instructions are still intact. These labels are essential for our warehouse to identify the item. If either of these labels is missing, our warehouse won't be able to identify the item, and we won't be able to process your complaint.'
Item was bought online
Item arrived damaged
Upon delivery, please inspect the package for any signs of damage. If the item is damaged and the parcel is also damaged, please follow the steps outlined in the article below → My parcel arrived damaged.
If the package itself is not damaged, please return the item to us so we can process your complaint.
Item is damaged after use
If an item you purchased through our official website is defective after use, please follow the instructions below based on when you made the purchase.
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Item is bought less than 100 days ago:
Please return the item to us so we can process your complaint.
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Item is bought more than 100 days ago:
Please contact our customer service team for assistance with the return process.
Your Right to Repair or Replacement
When you register a claim/faulty item, you are generally entitled to choose between repair and replacement of the defective product.
If you choose repair, your legal guarantee period will be extended by 12 months from the date the repaired product is returned to you. Please note that this extension can only be granted once per product.
If you would prefer either a repair or a replacement, please choose either "The item is faulty – wish for repair" or "The item is faulty – wish for replacement” in the return portal. We will review the available options and assess which remedy can be offered in the specific circumstances of your claim. If your preferred option is possible and proportionate, we will seek to accommodate your choice. You can expect to hear from our customer support team within 14 days. We thank you for your patience in advance. Please note that if you choose a repair and we are not able to carry out the repair, a refund will be made to you.
Item was bought in a store
If you have a damaged item purchased in one of our physical stores, please contact the store directly to discuss your options for exchange or refund.
This also applies if you placed and paid for an online order in a physical store.
Our online customer service team is unable to assist with returns for in-store purchases.