Buyer protection allows you to get a refund within the protection period if your item doesn’t arrive, arrives damaged, or arrives not as described.

How long does buyer protection last and how can I initiate a return/refund?

It lasts 15 days from the moment you confirm receipt of your item.Any item with the label “Buyer protection” on its detail page is covered, with the exception of:
• Items that you have damaged yourself
• Personalised and custom-made items
• Perishable items (such as flowers)
• Items unsuitable for return due to hygiene or health reasons.
If there’s a problem with your item, follow these steps:

Contact us

Please let us know what the problem is and upload any supporting information if needed (images, screenshots, etc.) to help you reach a surprising solution with them.

Make a return/refund request

If you can’t come to an agreement or get no answer, go to Account > Orders, find the relevant order and make a refund only or a return & refund application.

Get refunded

Choose the reason for return/refund from the list provided, upload any supporting info needed (pictures, videos, etc), and submit your application. You can check back regularly under the returns/refunds tab on Orders to see the progress of your application.

If an item needs to be returned, who pays the return cost?
• If you decide to return an item due to a change of mind, then it will be up to you to cover the return cost.
• If an item is defective, arrives not as described, or it’s the incorrect item, then it will be up to the store to cover the return cost.

When will I receive my refund?
• Refunds can take 1-10 working days to arrive dependent on your original payment method
• Any due refund can be sent to your original payment method

Final considerations to note

• In certain countries, stores must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as a shopper.
• For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return.
• In Brazil, you will generally have a 30-day (non-durable goods) or 90-day (durable goods) legal conformity warranty. Additionally, you will have a 7-day right of regret as outlined in the Brazilian consumer legislation.