FAQ
Orders & Payments
We accept several secure payment methods to ensure a smooth and reliable shopping experience.
You can pay for your order using a credit card (Visa, Mastercard, American Express) via our secure payment system. We also accept PayPal for fast and efficient online transactions.
For certain specific orders, bank transfers are also possible. If you have a gift voucher or promo code, you can use it at checkout by entering the corresponding code.
All transactions made on our website are protected by SSL encryption, ensuring the security of your banking data.
Once your order has been confirmed, it is immediately processed by our logistics team to ensure timely shipping.
If you wish to modify or cancel your order, we recommend contacting our customer service as soon as possible. We will do our best to accommodate your request.
If your order has not yet been shipped, we may be able to modify or cancel it. However, if it has already been shipped, we can no longer interrupt it. You can still return it once received, in accordance with our return policy.
If you have a voucher or promotional code, you can easily apply it when placing your order.
Add your items to the cart and proceed to checkout.
In the designated section, enter your promo code or voucher number.
Click "Apply" to instantly see the discount on your order total.
Please note that some vouchers or promo codes are subject to specific conditions such as expiration dates, minimum purchase amounts, or applicable product restrictions. We recommend checking these details before confirming your order.
If your order is declined, it may be for several reasons.
First, make sure your credit card is valid and has sufficient funds. A typing error in your payment details can also cause the issue. Double-check your card number, expiration date, and CVV.
Some banks apply security restrictions on online purchases. If issues persist, we advise you to contact your bank to verify whether they are blocking the payment.
If the issue is technical, try another payment method or contact our customer service. We'll be happy to help you finalize your purchase.
Delivery & Order Tracking
We offer several delivery options to suit your needs:
- Standard delivery: A reliable service to receive your order directly at home.
- Pickup point: A convenient alternative that lets you collect your package from a nearby partner location.
Available options vary depending on your delivery address and will be shown during checkout.
Delivery times depend on the selected shipping method and your location.
- Standard delivery: 3 to 7 business days after dispatch
- Pickup point: approximately 3 to 5 business days
These times are indicative and may vary depending on the season or the carrier's logistics. You'll receive a confirmation email with a tracking link once your order has shipped.
Once your order has shipped, you’ll receive a confirmation email with a tracking number and a link to the carrier’s site.
You can track your parcel in real time. This information is also available in your account under the "My Orders" section.
If you don’t receive the email, check your spam folder. If in doubt, contact our customer service.
If you need to change your shipping address after confirming your order, contact our customer service as soon as possible.
If your order hasn’t been shipped yet, we’ll do our best to update your address. If it's already being shipped, we won’t be able to make changes. In that case, you might be able to redirect your parcel by contacting the carrier directly.
We strongly recommend reviewing your shipping details carefully before confirming your order.
Yes, we offer international shipping to several countries, except for Australia, where we do not currently deliver.
At checkout, you can select your country and view estimated delivery times and shipping fees. These may vary depending on your location and customs regulations.
Please note that custom duties or local taxes may apply depending on your country. These fees are the customer’s responsibility and are not included in the website prices — except for the United States, where they are included.
If your country is not listed, feel free to contact customer service to check for possible alternatives.
If your package seems lost or is overdue, we recommend checking the tracking link provided in your shipping confirmation email.
If tracking doesn't progress or indicates that the parcel was delivered but you haven’t received it, contact our customer service. We’ll open an investigation with the carrier to locate your package or offer a suitable solution.
If your parcel arrives damaged, please take photos of the package and its contents, and send them to us via our contact form. We will resolve the issue promptly.
Returns & Refunds
If an item doesn’t suit you, you can return it. Returns are accepted under certain conditions: the item must be unworn, unwashed, undamaged, and returned in its original packaging with all tags attached.
Returns must be made within the specified period (see below) and in accordance with the procedure outlined in the next section.
To return an item, follow these steps:
Contact our customer service via the online form or by email to notify us of your return.
Prepare the package with the carefully repacked item and the included return form.
Send your parcel to the address provided by customer service. Return shipping costs are the customer’s responsibility, unless the return is due to an error or a faulty product.
After verification of the returned item, you will receive your refund or exchange.
We recommend using a tracked shipping service to avoid lost parcels.
You have 14 days from the receipt of your order to return any item that doesn't suit you.
After this period, we may no longer accept the return. If you have a specific situation, feel free to contact customer service — we’ll do our best to help.
Yes, sale or discounted items can be returned or exchanged under the same conditions as regular items.
However, they will be refunded at the purchase price, not the original full price.
Returns and exchanges are only accepted if the items are new, unworn, with original tags, and in their original packaging.
Once your return has been received and verified, we’ll issue a refund using your original payment method, or offer store credit upon request.
- Credit card payment: refund within 5 to 10 business days
- PayPal payment: refund within 2 to 5 business days
- Voucher payment: a new voucher will be sent to you by email
Exchanges with price differences:
- If the new item is cheaper, we’ll refund the difference.
- If the new item is more expensive, we’ll request additional payment before shipping.
- If your refund or exchange is delayed, don’t hesitate to contact our customer service.
Account & Newsletter
Creating an account is quick and easy. Click the “Account” icon at the top right of our site or go directly to the sign-up page.
Fill out the form with your name, email address, and create a secure password. Confirm your registration by accepting the terms and conditions.
You’ll receive a confirmation email — just click the link to activate your account. Once activated, you can manage your orders, track deliveries, and save personal information for future purchases.
Go to the login page and click on “Forgot password?”
Enter the email address linked to your account and confirm your request.
You’ll receive an email with a link to reset your password. Click the link and follow the steps to set a new secure password.
If you don’t receive the email, check your spam folder. If the problem persists, contact customer service for assistance.
You can update your personal information directly in your account.
Log in and go to the “My Information” section to update your name, email address, or phone number.
To update your shipping or billing addresses, go to the “Addresses” section. Don’t forget to click “Save” after making changes.
If you have difficulties or need to update information not editable online (such as your email address for account access), contact customer service for help.
You can subscribe to our newsletter in several ways. During account creation, a checkbox allows you to opt in to receive our communications. You can also subscribe via your customer account.
To unsubscribe, simply click the “Unsubscribe” link at the bottom of any newsletter you receive. You can also manage your preferences from your customer account in the “Communication Preferences” section.
If you continue to receive emails after unsubscribing, please contact our customer service so we can resolve the issue promptly.
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