Refund policy
Return Policy
Please note: We do not offer free returns. Return shipping costs are the responsibility of the customer.
Can I return my order?
Yes. If you are not completely satisfied with your purchase, you may return your item(s) within 30 days of receiving your order.
To qualify for a return, your order must meet the following conditions:
- The item must be returned in its original condition, including all accessories and original packaging.
- The product must show only normal handling and must not be damaged through misuse or negligence.
- Products subject to hygiene requirements must be thoroughly cleaned before being returned.
- Manufacturing defects must be reported immediately after delivery.
- Return shipping costs are the responsibility of the customer.
- Once your return has been received, it will be inspected and processed within 7 working days.
We reserve the right to refuse any return if we believe the item has been used, altered or damaged through no fault of our own.
How to return your order
To request a return, please email us at:
Please include the following information:
- Order number
- Reason for your return
- Photo of the item (if damaged)
- Full name
- Delivery address
Once your request has been reviewed, we will provide you with the correct return address.
Please do not send your return to the sender's address. Returns sent without prior authorisation may not be accepted.
Return shipping costs are the responsibility of the customer.
Right to cancel
If you are purchasing as a consumer, you have the legal right to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, please contact Lucia Gimenez by email with a clear statement of your decision.
As our order processing system is fully automated, orders begin processing immediately after they are placed. For this reason, once an order has entered the fulfilment process, it cannot be cancelled before delivery.
Your cancellation will be completed once we have received the returned goods.
Orders already in transit
Our products are dispatched directly from our international warehouse in Asia.
If your order has already been shipped, cancellation is no longer possible. Please wait until your parcel arrives and then follow the return procedure outlined above.
To help us process your refund as quickly as possible, we recommend sending us your proof of postage after dispatching your return.
Refunds
Once we have received and inspected your returned item(s), we will process your refund.
Refunds will be issued within 14 days of receiving both:
- Your cancellation request.
- The returned goods.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
Please note that original delivery charges are non-refundable unless required by applicable consumer law.
Important information
All returns must be sent to our central warehouse in Asia. Return shipping costs are the responsibility of the customer.