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For your shoppersShopper4 min read

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 If you have withdrawn, that email carries an acknowledgement PDF: your legal proof.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.

During the process you receive several emails. First, the verification link to confirm your identity. On confirming the request, a confirmation email: if you have withdrawn, that email carries an acknowledgement PDF —your legal proof.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.

As soon as you enter your email and order number, an email reaches you with a link to confirm that the order is yours. It expires in one hour and works only once. (If it does not arrive, see "I cannot find my order or the link does not work, what do I do?".)

2. The confirmation (with a PDF if you withdrew)

On confirming the request you receive a confirmation email:

  • If you have withdrawn: the email arrives in less than 60 seconds and carries an acknowledgement PDF attached, with the date and time of your request, a unique identifier, the summary and a verification hash. Keep it: it is the proof that you exercised your right within the time limit.
  • If it is a commercial return: you receive a confirmation email with your identifier, but without a PDF: the shop will review your request and write to you with the next steps.

3. The notices for each change

From then on, the shop notifies you by email each time your request changes status. Depending on the case, you may receive:

Notice What it means
Approved / in progress The shop accepts your request and gets it going
Products received The shop has received what you returned
Refund issued The money has been returned to your payment method
Store credit issued You have received store credit (commercial return)
Exchange confirmed The shop confirms the exchange (commercial return)
Rejected The shop does not accept the request; the email includes the reason

In which language do they arrive?

The verification link comes in the language in which you saw the portal. The confirmation email, the PDF and the status notices come in the language the shop has configured, for the legal certainty of the document. If it reaches you in a language you were not expecting, that is normal: it is explained in "Why do I see the portal in a particular language?".

If an email does not reach you

Check your spam or 'Promotions' folder. If you were waiting for a withdrawal confirmation and it does not appear, contact the shop with your request identifier: the shop can resend you the confirmation.

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For your shoppers

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.