I would like to change my delivery address. How can I do this?
Before confirming your order, you can select “Add a new address”. The new address will automatically be used for your order.
If you have already placed your order and made a mistake in the delivery address, please contact our Customer Service team.
What should I do if my parcel has been returned to sender?
If your parcel is returned to us, unfortunately we are unable to resend it.
We will refund your order once we receive the returned parcel. You will then receive a refund confirmation email.
I haven’t received my order. What should I do?
If you have placed your order but have not yet received it, please check its status in your customer account.
If the status is “In progress”, your order has not yet been shipped. If the status is “Shipped”, your order has been handed over to our delivery partner.
You can track the progress of your order using the information sent to you by email and available in your customer account.
Shipping times may be longer during busy periods such as Sales, Private Sales, Privilege Days or Outlet Sales.
If your tracking information shows that your parcel has been delivered but you have not received it, please contact us.
I haven’t received all the items in my order. What should I do?
One or more items may have become unavailable while your order was being prepared. This can happen when several orders are placed within a very short period of time for an item with limited stock remaining.
In the event of this unusual situation, you will be notified by email (please remember to check your spam or junk folder), and the corresponding amount will be refunded to the payment method used for your order within a few days.
I received a different item from the one I ordered. What should I do?
If you have received an item that does not match your order, please contact us and provide your order number, the product reference of the item concerned and photos of the item.
I received a damaged item. What should I do?
We are sorry that your parcel did not arrive in perfect condition.
To enable us to follow up with our carrier, please contact us and provide your order number, along with photos of:
- The damaged item
- The inner and outer packaging