Complaints and Returns

Right of Withdrawal

If the user is not satisfied with their order, they have the right to withdraw from the contract within 30 days from the date of receipt of the shipment. Products must be returned in undamaged condition, along with the special tags attached to each item.

Conditions for Properly Exercising the Right of Withdrawal

To exercise the right of withdrawal, the user must adhere to the following simple conditions to receive a refund of the amount paid at the time of purchase:

1. The request for a return must be made directly online no later than 30 business days from the delivery date. If the user does not contact us within this period, their request will be rejected.
2. Products must be returned in one shipment and, if possible, in the original packaging provided to the user.
3. Products must be returned in undamaged condition and cannot be used or damaged.
4. Products must be returned with the tag still attached. Therefore, we recommend not removing the tag when trying on clothing, as returns without the tag will not be accepted.
5. In the case of multiple shipments (air shipments) for the same order, it is possible to send the return in one package.
6. Footwear must be returned in the original boxes. If the box is damaged, the return may be rejected.
7. Underwear and boxers can only be returned if the original packaging has not been opened or damaged.

Online Return

A registered user can select an order containing the products they wish to return in the "Orders" section of their "Your Page."
If the user is a guest, they can select the "Orders and Returns" section in the menu and search for the order containing the items they want to return by entering the order number, email, and postal code from the billing address provided during the transaction and included in the confirmation email.

Once the order is selected, they can activate the return or exchange procedure for individual products, providing a reason if possible.
After selecting the order and products for return, and optionally providing a reason for the return, the user can download a pre-filled label with their personal details and our warehouse/shop address responsible for receiving and checking the returned package.
Please ensure that the sender of the package is the person who placed the order.
We suggest sending the package via courier or post, preferably with a tracking number.
The user is fully responsible for the cost of returning the goods.
In your country, returns can only be made online.

Faulty Products

The user has the right to return a product if it was delivered in faulty condition.
In case of an online purchase, please contact our Customer Service Department and send a photo of the faulty product for proper processing of the return procedure.
If the defective clothing was purchased in a physical store, it can be returned to the same store or another store of the same chain (with proof of purchase or a credit card transaction receipt). The store will assess the defect and either replace the product or issue a voucher.

Refund Terms

The full price of the products will be refunded no later than 7-10 business days from the date of receiving the return shipment. The refund time depends on the payment method used, specifically:

• Credit Card: The exact time for the refund depends on the credit institution that issued the card. The refund date will not change compared to the original charge date.
• PayPal: The refund will be sent directly to the user's PayPal account and will be visible within a few days. PayPal will send a confirmation message regarding the refund.
• Cash on Delivery: To receive a refund, the user must have a bank account. Our Customer Service Team will contact the user to arrange the refund details.

Legal Warranty

The seller provides a quality warranty in accordance with Directive 1999/44/EC, which aligns with the objectives of the sale contract. According to the directive, in case of product non-compliance, the warranty allows the Buyer to obtain a repair or replacement of the product, a price reduction, or withdrawal from the sale contract.
The warranty does not cover the use of the product beyond the indications established by the Seller or Manufacturer. In such cases, any damages caused by improper use of the product will be handled under Directive 85/374/EEC.
The Seller, acting as a distributor, waives any liability for such damages and directs the user to the product manufacturer.

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