Returns and withdrawal policy
You have 14 days after receiving your order to exercise your right of withdrawal and return items for a refund.
The right of withdrawal does not apply to products whose packaging has been opened or to personalised products, including custom gift sets and sets containing a personalised gift box.
Returned products must be new, unopened, unused and in their original packaging. For a kit containing several products or accessories, every component must be returned for the kit to be refunded in full. Gifts received with the order must also be returned; otherwise, their value will be charged.
You are responsible for the return handling fee. A flat fee of €5 is deducted from the refund. A return label cannot be generated after the return deadline has expired.
Damaged or faulty items and incomplete or incorrect orders are reviewed individually by customer service. Use the contact form to explain the problem.
Prepare your return
- Choose “Start a return” below, or open a paid order in My account and choose “Request a return”.
- In the contact form, enter your order number and billing email. Describe the items you wish to return and the reason for each return.
- Save the request for this store’s team to review. Do not send a parcel before you receive return instructions. Submitting a request does not approve a refund or generate a label.
Send us your parcel
After declaring the return online, send the items back within 14 calendar days.
Pack the products securely. You may reuse the original delivery box. Print the return label and attach it to the outside of the parcel.
Check that all products are in perfect condition, unopened and unused, in their original packaging. Include all gifts received with the order to avoid being charged for them.
Drop the parcel off at a Mondial Relay collection point. Check with Mondial Relay to find the collection point closest to you.
Processing and refund
Email notifications are disabled. Your return request is saved for this store’s team to review.
Approved returns are refunded to the original payment method.
Allow 7–14 business days for a refund to appear in your bank account.
Return requests can be saved using the form below. They are reviewed manually; prepaid return labels are not generated by this store.
