No. Photos are always optional. You can confirm your request without attaching any; they help the shop understand the condition of the product.

How many photos can I upload and what size?

Up to 5 photos per request, of a maximum of 4 MB each. The JPG, PNG and WebP formats are accepted. If a photo is very large, the system resizes it automatically in your browser before sending it.

Can I upload photos when withdrawing?

No. The legal right of withdrawal only needs your identity and the order; no photos are asked for. The option to attach photos is part of the shop's commercial returns or exchange service.

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For your shoppersShopper3 min read

Can I add photos of the product to my request?

Q: When do I upload the photos?

In the second step, after opening the link in the email and choosing the items. You will see a button to add photos before confirming the 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.

Yes, you can add photos of the product, optionally, when you start a commercial return or exchange. They are uploaded in the second step, before confirming, and they help show the condition of the item to the shop. Up to 5 photos are accepted in JPG, PNG or WebP format, up to 4 MB each. The legal right of withdrawal does not ask for photos.

What they are for

Photos help the shop see the condition of the product you are returning or exchanging: for example, a garment with a defect, a damaged box or an item that does not match what you ordered. They are not required, but they speed up processing.

How to upload them

In the second step —after opening the link in the email and choosing the items— you will see a button to add photos:

Press the button and select the images from your device.
You can attach up to 5.
Wait for them to finish uploading before confirming the request.

Formats and size

Formats: JPG, PNG and WebP.
Size: up to 4 MB per photo.

If a photo is too large, your browser reduces it automatically before sending it, so you will rarely have size problems. If you upload a file that is not an image (for example, a renamed PDF), it is rejected.

There are no photos in withdrawal

The legal right of withdrawal only needs your email and your order number: no photos or any other document are asked for. The option to attach photos belongs to the shop's commercial service of returns and exchanges. To see that full flow, read "How do I start a return or an exchange?".

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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.

For your shoppers

How do I start a return or an exchange?

If the shop offers it, click 'Manage 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, or store credit. It is a service the shop provides, distinct from the legal right of withdrawal.

For your shoppers

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.