Frequently asked questions

Orders

When will my order arrive?

Order dispatch takes 1–7 business days. You will receive a tracking number once the package is handed over to the courier. During promotional periods, delivery may take 4–9 business days.

How long does it take to ship an order?

Order dispatch takes 1–7 business days. If the product is located in another warehouse, it may take 4–9 business days. You will receive a tracking number once the package is handed over to the courier.

Why haven’t I received a tracking number?

Orders are shipped within 1–7 business days, and the tracking number is sent to your email once the courier picks up the product.

What if I placed the order without logging in?

Logging in is not required. All information related to your order is included in the confirmation email. The tracking code will be sent to your email once the package has been dispatched from the warehouse.

Returns

How do I return a package?

Go to our website and select “Returns” – you’ll see instructions on how to send the package back to us.

Why wasn't there a return form in the package?

A return form is not necessary; all steps can be completed on our website under the “Returns” section.

How do I return a package if I ordered without an account?

An account is not needed. You can easily return the package using the return form available on our website.

Can I return items to a physical store?

Yes, you can return items to our stores. Please provide your order number.

Who should I inform about my return?

All the necessary information will be collected when you fill out the return form online.

The packaging is not suitable for return – what should I do?

Please place the product in a regular plastic bag and seal it properly to prevent damage during return shipping.

I’ve sent an email about a return – what’s next?

Please fill out the return form on our website; it includes instructions on how to return the package.

Has my return reached you?

We check returns from the courier service to confirm whether they have arrived.

I paid in installments – how do I get a refund?

For products paid for with installment plans, the refund is processed the same way. The bank will send you an email with further information.

How long does it take to receive a refund after returning an item?

Once the item is returned to our warehouse, the refund will be processed within 5–10 business days, depending on your bank.

Products and Stores

Can I exchange a product for a different size?

Unfortunately, we do not offer exchanges. Please return the product through a parcel machine and we will refund your money. You can then place a new order for the correct size – this is usually faster.

How long can I return a defective product?

Products can be submitted for inspection up to 6 months after purchase. If more time has passed, you may submit it for inspection at your own expense. If the inspection finds a defect in the product, we will reimburse both the product and inspection costs.

Is the product available in a physical store?

If a product is available in our physical stores, the online product page will show a “Store Availability” section. If this section is missing, the product is only available online.

Why doesn’t this product show availability in stores?

If a product is available in our physical stores, the product page online will show a “Store Availability” section. If this section is missing, the product can only be ordered online.

Can I exchange products in-store?

Yes, if the desired product is available in the store, you can exchange it there. You can check availability under the product description. If store availability isn’t shown, you’ll need to return the product and order the new size separately.

Can I use an e-gift card in-store?

Unfortunately, e-gift cards cannot be used in physical stores.

Why can’t I use a physical gift card in the online store?

Unfortunately, physical gift cards can only be used in physical stores, not in the online store.

Contacts and stores

Terms of sale

Provisions information

Frequently asked questions

When will my order arrive?

How long does it take to ship an order?

Why haven’t I received a tracking number?

What if I placed the order without logging in?

How do I return a package?

Why wasn't there a return form in the package?

How do I return a package if I ordered without an account?

Can I return items to a physical store?

Who should I inform about my return?

The packaging is not suitable for return – what should I do?

I’ve sent an email about a return – what’s next?

Has my return reached you?

I paid in installments – how do I get a refund?

How long does it take to receive a refund after returning an item?

Can I exchange a product for a different size?

How long can I return a defective product?

Is the product available in a physical store?

Why doesn’t this product show availability in stores?

Can I exchange products in-store?

Can I use an e-gift card in-store?

Why can’t I use a physical gift card in the online store?

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