The email with the link does not reach me, why?

For security, the screen always says 'we are verifying', whether or not the details match. If you do not receive the email, it is usually because the email address or order number does not match the order, or because the email has gone to spam. Check your junk mail folder and verify the details.

Do I have to enter the order number with a hash (#)?

It makes no difference: you can write it with or without # (for example, 1234 or #1234); the system adjusts it for you. What does matter is writing it in full, including any leading zeros.

The link says it has expired or has already been used.

The link expires after an hour and works only once, for security. If it expired or you already used it, start again from the button in the shop to receive a new one.

It tells me 'too many attempts'.

You have requested the link more than 3 times in an hour for that email. Wait for the hour to pass and try again; in the meantime, check your spam folder in case the email had already arrived.

I took a while to fill in the form and it will not let me confirm.

If more than an hour passes after you opened the link, it expires for security even if you were already inside. Start again from the button in the shop and request a new link.

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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. If you request the link more than 3 times in an hour, wait a while. Always check your spam folder.

If you cannot find your order or the link does not work, it is almost always down to a detail that is easy to fix. 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. If you request it more than 3 times in an hour, wait a while. And always check your spam folder.

'We are verifying' and the email does not arrive

For security, after you enter your details the screen always says 'we are verifying your order', whether or not the details match. That way no one can find out which orders exist by trying out email addresses. If you do not receive the email, double-check:

The email address: it has to be the same one you used for the purchase. Check it in the order confirmation email.
The order number: write it in full. It may have a # or not (it makes no difference: 1234 or #1234 both work), but leading zeros count (001234 is not the same as 1234).
The spam folder or 'Promotions': the email may have gone there.

Wait a few minutes: the email can take a moment to arrive.

The link has expired or has already been used

The link in the email is designed to be secure, so:

It expires in 1 hour. If you open it later, you will see 'this link has expired'.
It works only once. If you already opened it, it will not work again: you will see 'this link has already been used'.

In both cases, the solution is the same: start again from the button in the shop and request a new link.

You took a while to fill in the form

If you opened the link within the hour but took more than 60 minutes to choose the items and confirm, the request expires for security. You will see a notice to start over; request a new link and be quicker this time.

'Too many attempts'

To prevent abuse, you can only request the link 3 times per hour and per email address (changing the order number does not reset that limit). If you see 'too many attempts':

Wait for the hour to pass.
In the meantime, check your spam: the email may already be there.

Note: withdrawal (the 'Withdraw from contract here' button) and a commercial return ('Manage return') have separate quotas; using one up does not block the other.

I still cannot do it

If you have checked everything and still cannot manage it, contact the shop giving your email and order number: they will be able to verify that the details match your purchase.

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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.