Returns, refunds and cancellations
Here you can find the difference between the legal right of withdrawal, our commercial policy up to 30 days, problem-related returns and refunds.
How long do I have to exercise the right of withdrawal?+
For online purchases made as a consumer, the legal right of withdrawal is normally 14 days, where provided by law. For goods, the period normally starts from delivery; for services, from conclusion of the contract, subject to exceptions.
What happens after 14 days and up to 30 days?+
For eligible items, we offer an additional commercial policy: a request made within 30 days of delivery may be accepted with the approved value refunded as store credit. From day 15 to day 30, this is not the legal right of withdrawal but an additional commercial condition offered by us.
How do I request a withdrawal or return?+
Contact customer service before sending back any item, providing your name and order number. We will tell you the procedure that applies to your case.
Who pays the return shipping?+
Unless otherwise stated, the direct cost of returning goods is paid by the customer. In the case of a valid legal withdrawal, the initial standard delivery costs are refunded where required by law. Under the commercial policy from day 15 to day 30, initial and return shipping costs are normally not included in the store credit.
Are any products or services excluded from withdrawal or return?+
Yes, where provided by law or specific conditions. Examples can include personalised goods, rapidly perishable goods, sealed products unsuitable for return for health or hygiene reasons once opened, certain digital content, and services or leisure activities scheduled for a specific date or period.
Can I return wine or food products?+
It depends on the product and its condition. Open bottles or packages, perishable goods, or products falling under legal exceptions may not be returnable. For a specific case, contact us before sending the product back.
What happens if the product is defective, damaged or non-compliant?+
This is different from a simple withdrawal. Contact us with your order number and, where useful, photos of the product and packaging. Your rights under the legal guarantee of conformity remain unaffected.
How long does a refund take?+
For a legal withdrawal, the refund is processed within the time limits required by law. Where applicable, we may wait until the goods are received or until proof of return shipment is provided. The time for funds to appear also depends on the payment network.
When do I receive store credit instead of a refund to the payment method?+
Store credit may be provided for commercial returns accepted from day 15 to day 30 or under other specific initiatives. It does not replace the refund due for a valid legal withdrawal within the first 14 days.
Are vouchers, experiences and tickets refundable?+
Conditions depend on the product or event. For experiences, leisure activities, catering or services scheduled for a specific date or period, an exception to the right of withdrawal may apply. Always refer to the conditions stated on the relevant page or purchase confirmation.