Customer Service

Returns & Refunds

Online purchases may be returned in their original condition within 14 days from the date of receipt.

To proceed with the return, you may fill out the form below or contact our Customer Service.

* Fields are required

Returns and Refunds FAQ

How can I exercise my right of withdrawal?

You can exercise your right of withdrawal by filling out the online Return Form or by contacting Customer Service. They will be happy to assist you with the return process.
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How many days do I have to exercise my right of withdrawal and return the Product?

You may exercise your right of withdrawal within 14 calendar days:

  1. (i) from the date on which you (or a third party designated by you) have (has) received the Product, or
  2. (ii) in the case of a Multiple Order, from the date on which you (or a third party designated by you) have (has) received the last Product covered by the order.

After notifying us of your decision to withdraw, you will be required to return the Products without undue delay and, in any case, within 14 calendar days from the date of notification.
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How can I return a Product after exercising my right of withdrawal?

  1. (i) Using the Prepaid Return service provided by the Company, following the instructions in the return authorisation email; or
  2. (ii) Returning the Product(s) to the Company yourself; in this case, the cost of the return, as well as the risk of loss and/or damage, will be your responsibility.

For any additional information regarding the return of Product(s), please contact Customer Service.
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How does the Label Free Return service work?

You will receive a QR code in your return confirmation email that will allow you to:

  • schedule a home pick-up through the portal of the courier appointed by the Company; or
  • drop off the package at a courier pick-up point, where the label will be printed automatically upon presenting your QR Code.

Note: The Label-Free return service is currently available only for orders delivered within the United States.
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Can I return multiple orders in a single shipment?

It is not possible to combine returns from different orders, as each order is processed separately for the purpose of refunding the total amount due. However, you can return multiple Products from the same order in a single shipment, even if they were received at different times.
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Can I use a courier other than the one appointed by the Company?

Yes, but if you choose a courier other than the one appointed by the Company, the cost of returning the Product(s), as well as the risk of loss and/or damage, will be your responsibility.
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Where is my return?

If you choose to use the Prepaid Return service offered by the Company, you can track your shipment using the tracking number shown on the return label.
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How long does a refund take?

Once received, the Product(s) will undergo a quality check by the Company to ensure they have been returned in accordance with the return conditions set out in the E-Commerce Terms and Conditions and/or pursuant to applicable law. The refund will be issued as soon as possible and, in any case, within 14 calendar days from the day the Company was notified of your withdrawal, provided the return conditions have been met. Refunds will be made using the same payment method used for the original purchase. Actual crediting times may vary depending on the banking networks or payment providers involved.
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I exercised my right of withdrawal but have now changed my mind, what should I do?

If the package containing the Product(s) for which the right of withdrawal has been exercised has not yet been delivered to the courier, please contact Customer Service promptly to cancel the request.
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Can I ship a return from a Country other than the Country of delivery?

No, for logistical and customs reasons, returns must be sent from the same Country where the Product was purchased and delivered.
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Is it possible to return a fragrance purchased online?

Only if the safety seal and the original packaging are intact and the bottle has not been opened or used, in compliance with health and hygiene regulations.
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