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 On confirming the request, a confirmation email: if you have withdrawn, that email carries an acknowledgement PDF —your legal proof.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.
1. The verification link
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 one hour after we send it 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- If you have withdrawn: the email arrives in less than 60 seconds and carries an acknowledgement PDF attached and a link to download it, valid for 7 days (if it expires, you still have the attachment), 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. If the shop approves automatically and your request meets its rules, that email already tells you it has been approved.
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 |
| Items received | The shop has received what you returned (if you use the shop's return label, it can arrive on its own, when the parcel is delivered) |
| 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) |
| Complete your exchange | If you chose 'Swap for something else': the link to pay the difference (or confirm at no cost); it expires after 72 hours |
| Payment received | The shop confirms the payment for your exchange: send what you are returning |
| Rejected / we can't process your request | The shop does not accept your return, or cannot process your withdrawal; the email includes the reason |
In which language do they arrive?
The verification link comes in the language in which you saw the portal when you requested it. The confirmation email, the PDF and the status notices come in the language in which you saw the portal when you confirmed the request: that language stays fixed for that request, even if the shop changes its own language afterwards (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). In most shops it is the shop's language; in shops with automatic detection, yours. 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.