Do I have to return the whole order?

No. You can return only the items you want. In the second step they all come selected by default, but you can deselect the ones you would rather keep.

How do I choose how many units to return?

If you bought several units of the same product, selecting it brings up a control with the + and - buttons to indicate how many you return, from 1 up to the total you bought.

If I return only part of the order, what about the refund?

You are refunded the price of the items you return; the ones you decide to keep, you pay for as normal. In a withdrawal, the delivery charges for the original delivery are included in the refund.

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Can I return only some items from the order?

Q: Why are there products I cannot select?

In a commercial return, the shop may exclude certain products from its returns service; they appear greyed out and cannot be selected. In a legal withdrawal, by contrast, you can select every item in 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.

Yes, you can return only some items. In the second step, the order's products come all selected by default; you simply deselect the ones you want to keep. And if you bought several units of the same product, you choose how many to return with the + and - buttons. It works the same when withdrawing and when starting a commercial return.

Choose which items you return

When you open the link in the email and reach the order summary, each item appears with a ticked box. For a partial return:

Deselect the items you want to keep.
Leave ticked only the ones you are going to return.

You must select at least one item in order to continue.

Choose how many units

If a product has more than one unit in the order, selecting it brings up a quantity control:

Press - or + to adjust how many units you return.
The minimum is 1 and the maximum is the number you bought.

For example, if you bought 3 identical T-shirts and only want to return 1, you select the product and leave the quantity at 1.

What happens with the refund

When you return only part of the order:

You are refunded the price of the items you return.
The ones you keep, you pay for as normal.

In a withdrawal, the delivery charges for the original delivery are also included in the refund (see "When will I get my refund?").

Products you cannot select

In a commercial return, the shop may have excluded certain products from its service: they appear greyed out and cannot be selected. In a legal withdrawal, by contrast, you can select any item in the order —the right of withdrawal does not depend on the shop's commercial rules. To see both paths, 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 add photos of the product to my 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.