All the brands on our website are extremely high quality and our delivery guys are very careful and thorough in packing the products. However, it is always possible to receive faulty or badly damaged products by mistake.
If you receive a damaged or unusable product, please notify our Customer Service department as soon as possible, no later than 14 days after receipt of the shipment, attaching detailed photos of the damage. In case of a severely damaged or defective product, we will send a replacement as soon as possible, no refund will be possible.
In the event of a faulty product, we ask you to inform us first of the batch number on the packaging. With this information we will check with the manufacturer to see if there are any defects already found on that production batch. If there are no previous reports, you can return the product to our warehouse, where it will be analyzed by a team of experts and, if it is found to be faulty, we will replace it.
For the sake of fairness and transparency, we would like to point out that if our analysis does not reveal the problems reported by the customer, the customer will receive back the same product purchased and sent for service, not a replacement.
To start a return procedure, please download and fill in the return form at the bottom of the page.
NB: For orders shipped to non-EU countries, it is not allowed to make a return for the purpose of having the product analyzed, nor for change of mind or customer error. We do apologize for this inconvenience, but, unfortunately, these procedures are dependent on the European Union's customs rules for cosmetics.
In the event of an error on our part in sending the product or if the product is broken during transportation, we will solve the problem by mutual agreement with the customer and in the shortest possible time.
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