Free returns and a full refund
To us, no order is complete until you are fully satisfied, this is why we make returns FREE and easy. If something isn’t quite right, you have 30 days to return. We’ll give you a full refund by the same method you used to pay within 14 days after your returned item(s) is received at our warehouse.
A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a new form.
Please note that items bought online cannot be refunded or exchanged in any of our stores.
1. On the returns note, fill in the return code for the item you are returning and include this in the package.
2. Re-using the original packaging, tape the parcel securely and attach the pre-paid label included in your parcel.
3. Return the parcel through your preferred option (choose below). Responsibility for the return is yours until the parcel reaches us, so please remember to ask for a proof of postage.
4. You can expect to receive a refund within 14 days of sending the parcel back to us. Once we have processed the return you will receive a return confirmation email.
Drop off your parcel at your local Post office or MyPost24 point. Find your nearest location here
If you are registered with Swiss Post, you can book a home collection online here or via the Post-App. After entering your credentials, you can choose desired date for pick up. Returns are collected between 07:30 to 17:00 CET on your chosen date.
We ask that items are returned clean, unworn and with all their tags attached. Shoes must be returned with their original boxes. For hygiene reasons underwear briefs, pierced jewellery, make-up and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.
Naturally any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you.
If you’re feeling unsure about our sizing, please head over to our size guide and check the measurements. The returns are always free, but we ask that you keep them to a minimum so that we together can reduce the environmental impact caused by unnecessary freights..
New return form
A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a New form
New self-adhesive return label
If you are missing the self-adhesive return label included in your parcel, please contact our Customer service.
Kindly note that items bought online cannot be refunded or exchanged in any of our stores.
We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.
You will receive confirmation of your return booking within 14 days of returning it back to us. If you have not received your return confirmation from us within that time, please contact our customer service. All refund information will come directly to you from Klarna.
PAY NOW – You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually much faster than this.
PAY LATER – You will automatically receive an updated Pay Later balance from Klarna once your return is processed, this will include any instructions on how to make your payment if you have a remaining balance.
You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email.