RETURN & EXCHANGE POLICy
We want you to love what you ordered. You have 14 days from receiving your item to request a return or exchange.
RETURN OPTIONS BY REGION
EU
Refund: Product price (less return shipping).
Store credit: 105% of product price (less return shipping).
Refund: Product price (less return shipping).
Store credit: 105% of product price (less return shipping).
UK, US & ROW
Store credit only: 105% of product price (less shipping costs).
Store credit only: 105% of product price (less shipping costs).
Please note: Due to the nature of VAT and tariff-inclusive pricing on international orders, as duties, taxes and tariffs are paid directly to foreign governments, we are unable to process refunds for orders outside of the European Union.
TO BE ELIGIBLE FOR A RETURN
Your item must be unworn and unused, in the same condition you received it, with all tags attached and the original packaging included. Proof of purchase (receipt or order confirmation) is required. Returns requested after 14 days, or items sent back without prior approval, cannot be accepted.
Items received with visible signs of wear, dirt or staining, animal fur, perfume, or with tags cut off will not be accepted for any refund or exchange upon inspection. Such items can be returned to you within 14 days of the failed-inspection notification; if more than 14 days pass with no response, they will be recycled.
HOW TO RETURN
Email [email protected] with the subject Exchange / Return [your order number] and include your full name, order number, email address, the item(s) being returned, and the items desired for exchange (if applicable).
For most EU countries, a return shipping label can be issued and provided, with the cost deducted from your refund amount. For non-EU markets, shipping is arranged by the customer using a DDP (duties paid) trackable method to our warehouse in Germany — please share the tracking number with us once shipped (obligatory). Keep your tracking number until the return is processed. Where the return is arranged by the customer, we cannot be held responsible for packages lost in transit or delivered to a wrong address.
EXCHANGES
We’re happy to exchange your item — just return the original and we’ll send your new piece as soon as your return is approved. Return-for-exchange shipping is free for EU customers (excluding island destinations). Low on stock? Email us and we’ll hold your size.
DAMAGED OR INCORRECT ITEMS
If your item arrives damaged, defective or not as described, email us within 72 hours of delivery with your order number and clear photos. We’ll make it right at no cost to you.
WHAT WE CAN’T ACCEPT
For hygiene, safety or custom-production reasons, some items can’t be returned: underwear and lingerie, swimwear, socks and hosiery, pierced jewellery, gift cards, and customised or made-to-order items. Items marked ‘Final Sale’, ‘Non-returnable’ or ‘Archive Sale’ are eligible for exchange only. These restrictions don’t affect the statutory rights of EU consumers set out below. Exchanged items are final and cannot be exchanged or returned again.
YOUR RIGHTS IN THE EU
Under Directive 2011/83/EU, EU customers have a 14-day cooling-off period from the day the goods are received, during which you may withdraw from your purchase for any reason and receive a refund to your original payment method. This does not apply to sealed items unsealed after delivery for health or hygiene reasons, or to goods made to your specifications.
REFUNDS
Once we receive and inspect your return, we’ll confirm approval and process eligible refunds within 14 business days to your original payment method. Your bank or provider may take a little longer to post it. Haven’t seen your refund after 15 business days? Email [email protected] and we’ll chase it.