In the event that you want to make an exchange of the item or a return with a refund, before proceeding with the return of the goods, we ask you to check carefully that the following conditions are respected.
- the product has to be returned only after you contacting us, using the proper voice in the order containing the product you want to ship back. You'll find your orders here: Order history;
- it has to be unused, undamaged and clean;
- For facial masks we can accept returns with refund only if the plastic packaging has not been opened or tampered with;
- all returned products will be checked: if anything will be different from the original it will not be accepted.
- it has to be returned in the original packaging;
- It has to be received into 14 working days from the delivery date.
If all these conditions will be respected, we refund you the cost of the product without the shipping costs. If you exceed the ten days deadline, you can always return us a product into 30 days from the notification of delivery. After this period every product return will be managed at our discretion. Normally you will receive a refund within 10 working days from the reception of the product. The tiime of refund will depend on what payment service you have choosen at the moment of the purchase.
HOW TO MAKE A RETURN
It is necessary to enter your user area, enter the MY ORDERS section, click on DETAIL and write in the request field specifying if it is a Refund or Replacement request.
Alternatively, you can contact customer service only and exclusively at firstname.lastname@example.org, indicating Order number, name, surname and attaching one or more photos that identify the defect. You will be given all the instructions to perform the return.
We only accept requests through the USER AREA and email to keep traceability of every communication and process. For this reason we cannot take into consideration requests received through other channels.
The free replacement is guaranteed for accepted manufacturing defects in terms of the relative warranty which you can consult the "Maintenance and Warranty" page.
Otherwise if you want to ship to one of these countries: