How to return or withdraw
How do I withdraw from my purchase within 14 days?
Click the «Withdraw from contract here» button in the store, enter your email and order number, confirm from the link sent to your email, and you'll receive an acknowledgement with the date and time of your request.
How do I start a return or an exchange?
If the shop offers it, click 'Manage your return', enter your email and order number, confirm from the link sent to your email and choose how to resolve it: a refund, an exchange for another size or colour, store credit or 'Swap for something else'. It is a service the shop provides, distinct from the legal right of withdrawal.
Can I return only some items from the order?
Yes. In the second step, all items come selected by default; deselect the ones you want to keep. If a product has several units, you choose how many to return with the + and - buttons. It works the same when withdrawing and when starting a commercial return.
Can I add photos of the product to my request?
Yes, in a commercial return or exchange you can attach up to 5 photos of the product, optionally, in the second step. They help show the condition of the item. JPG, PNG and WebP up to 4 MB each are accepted. The legal right of withdrawal does not ask for photos.
Your refund, exchange or credit
When will I get my refund?
The store has 14 calendar days to refund you from when it receives your withdrawal, and it may wait to receive the products (or proof that you sent them) before paying. The refund is in full —product plus the shipping costs of the original delivery— and to the same payment method you used.
Exchanges and store credit: how they work
When the shop offers it, in addition to a refund you can choose an exchange (for another size, colour or item), store credit (a balance for future purchases) or 'Swap for something else': turning your return into credit and choosing any product from the catalogue, paying only the difference if it costs more. A full refund to your payment method is always available: you can never be forced to accept an exchange or store credit.
Questions & problems
I cannot find my order or the link does not work, what do I do?
Check that you are using the same email as the order and the correct number (with or without #). The link in the email expires in 1 hour and works only once. Each route —withdrawal and commercial return— allows 3 requests an hour per email address at each shop, not per order; the 'too many attempts' notice is a different limit, the one on your connection. Always check your spam folder.
Which emails and documents will I receive?
You receive the verification link to confirm your identity and, on confirming, a confirmation email. If you have withdrawn, that email carries an acknowledgement PDF: your legal proof. After that, the shop notifies you by email of every change of status to your request.
What are my rights when I withdraw from a purchase?
You have 14 calendar days to withdraw without giving any reason and without creating an account. The refund is full —the product plus the delivery charges for the original delivery— to the same payment method. The shop has 14 days to return your money. Some products are exempt by law.
Why do I see the portal in a particular language?
By default you see the portal in the language the shop chose. In large shops (Scale), the portal detects your browser language among the seven available. The confirmation email, the PDF and the later notices come in the language in which you saw the portal when you confirmed, and that language stays fixed for your whole request (except for requests made before 14 August 2026: withdrawals follow the language in which their acknowledgement was issued, which was the shop's, and new notices for commercial returns follow the shop's current language).