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.

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

The link is valid for one hour from when we send it, including while you fill in the form: if you open it late, you have less time left. If it expires halfway through, start again from the button in the shop and request a new link.

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For your shoppersShopper5 min read

I cannot find my order or the link does not work, what do I do?

Q: 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. It may also be that you have used up the quota: each route allows 3 requests an hour per email address at each shop, so the ones you made for other orders count too, and the attempt counts even if the email never goes out because of a failure on our side. From the fourth onwards no further email is sent, even though the screen keeps saying the same thing. Check your junk mail folder and verify the details.

Q: It tells me 'too many attempts'.

That notice is not about your email address but about your internet connection: it appears when many attempts have been made from the same network in a short time (it protects the form from anyone trying emails and numbers at random). Wait a while and try again; the limit clears on its own. In the meantime, check your spam folder in case the email had already arrived.

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.

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. Each route allows 3 requests an hour per email address at each shop. 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 1 hour after we send it. 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.

Two other notices you may see when you open it:

'Invalid link': the link is incomplete (it sometimes gets cut off when copied) or it belongs to the other route: a link requested from 'Withdraw from contract here' does not work in 'Manage your return', or the other way round. Request a new one from the button you want to use.
'We can't load your order right now': it is a temporary problem with the shop. Request a new link in a few minutes.

You took a while to fill in the form

The link's hour counts from when we send it, not from when you open it, and it keeps counting while you choose the items: if you opened the link at the 50-minute mark, you have 10 left to confirm. If it runs out, you will see a notice to start over; request a new link and confirm sooner.

'Too many attempts'

This notice is not about your email address: it appears when many attempts have been made from your internet connection in a short time. It protects the form from anyone trying emails and order numbers at random, which is why it is counted per network rather than per person (if you share a wifi connection, it can appear without you having done anything odd). If you see it:

Wait a while and try again.
In the meantime, check your spam: the email may already be there.

And a second limit, this one silent

Beyond the above, so as not to fill your inbox we only handle 3 requests an hour for the same email address at the same shop. Four details explain almost every odd case:

It goes by shop: requesting a link at another shop does not use up this quota.
It goes by email address, not by order: changing the order number does not reset it, and if you request links for two different orders, both draw on the same quota.
It counts the request, not the email you receive: the quota is spent the moment we confirm the order is yours, so a failure on our side when sending also uses up an attempt. That is why you can run out having received fewer than 3 links.
Withdrawal and commercial return count separately: the 'Withdraw from contract here' button and the 'Manage your return' one each have their own 3; using one up does not block the other.

This limit shows no notice at all: the screen keeps saying 'we are verifying', another email simply does not go out. The link you already received is still valid for its hour, so look for it in your inbox —including spam— before requesting another one.

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 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.

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.