Refund policy
An exchange without waiting for the return
- Contact us when you receive your order. Have your order reference ready and tell us which item, size, colour or model you would like. Customer service will explain the conditions and time limit that apply to your request.
- We arrange the replacement shipment. Once the exchange has been approved and the new item is available, it is dispatched without waiting for the first item to be returned.
- We explain how to return the first item. The return arrangements are agreed with you before the replacement is sent. Do not hand an item to anyone without confirmed instructions from our customer service team.
Item condition and charges
For a change of size, colour or preference, keep the item unworn and unwashed, with its labels and original packaging. Any charges and collection arrangements will be explained before approval. These commercial conditions do not limit your rights if an item is defective or does not conform to your order.
Refunds for an accepted change-of-mind return
When a change-of-mind return is accepted, the full item price is refunded after the item has reached our premises and its condition has been checked. The delivery charges for the original order are not refunded in this case. Customer service will agree the refund method with you. The refund is made no later than 15 days after the returned item is received.
An incorrect, defective or non-conforming item
Report the problem upon receipt and explain the reason for the return. In the situations covered by Article 23 of Law No. 18-05, the product must be sent back in its original packaging within 4 working days of actual delivery; we cover the return charges. You may choose a new delivery that conforms to the order, repair of the defective product, exchange for an identical item, or cancellation with a refund of the sums paid, without prejudice to your other rights. The refund is made no later than 15 days after the returned product is received.
Delivery after the agreed date
The rights set out in Article 22 of the same law continue to apply: the product may be returned in the condition received within 4 working days of actual delivery. The amount paid and the return charges are then refunded within 15 days of receipt of the product.
Help us handle your request
Keep your references, packaging and relevant documents. You can include photographs to describe the issue; they help us handle the request without replacing your legal rights. Contact us before dispatching a return to obtain the return address and handling instructions.