Returns and exchange
Didn’t fit? Send it back within 14 days. Below: what you need, how to arrange it and when the money comes back.
What we need to accept a return
- The item has not been worn: its appearance, properties, seals, factory labels and original packaging are intact.
- The return form is filled in and placed inside the parcel. The form arrives together with the delivery note.
- Labels and tags are still attached.
An item showing signs of wear cannot be returned. Anything that does not meet these rules is sent back to the customer.
Return postage is paid by the customer. At our expense instead: if we sent a faulty item, the wrong size or the wrong model.
Parcels sent cash-on-delivery are returned to the sender — we do not receive them.
How to arrange it
- On the form, mark the item you are returning — any mark will do, as long as the cell is filled in.
- Choose the type: full refund (no need to mark items), partial (mark only the items you are returning) or exchange — then a manager will contact you once the parcel arrives.
- Write down your card number and the cardholder’s full name.
- Cut off the completed form and put it inside the parcel.
- Send the parcel with Nova Poshta to the address given on the form (the return address). Postage is paid by the sender and is not reimbursed.
- Keep the postage receipt and the second part of the waybill until you get the money back.
For a PrivatBank card nothing extra is needed — the bank already holds the details. For a card from any other bank we will need your TIN: the bank uses it to identify the payee.
Money, faults and exchange
How the refund works
Once we receive and process the parcel, the money goes back to your card account within 14 days.
We refund to a card from any bank. For PrivatBank nothing extra is needed; for other banks we will need your TIN.
If the order was paid through LiqPay on the website, the refund appears in your payment history on the day the order was paid.
Faulty item
If you received a faulty item, the return or exchange is at our expense.
If anything goes wrong or you have questions, contact the online store manager: 0 800 211 299. We are sorry for the inconvenience.
Exchange
Fill in the same return form, choose “exchange” as the type and follow the instructions printed on the form.
Sending the parcel back is paid by the customer. We send the new parcel with the exchanged item at our own expense.
