Complaints and Returns

Send us your decision to withdraw from a contract within 90 days to the email address [email protected] (please use the Withdrawal from Contract Form) or via telephone on the number +353 818 002 648 and our customer service team will help you with your return.

If you received a free gift with the returned product, you must return this too.

The money for the returned goods will be sent back to you within 14 days of withdrawal from the contract (after the items have been delivered and checked). If you withdraw from the contract within 14 days of delivery, we will also refund the delivery costs. If you paid for delivery and the entire order is returned within 14 days, we’ll also refund the delivery costs.

You have 90 days to return items. 

This period applies to most products. However, you cannot return:

a) goods which are customised (e.g. packaging with engraving)

b) goods which cannot be returned for hygienic reasons (e.g. opened skin creams, cosmetics which come in direct contact with the skin, used candles, etc.) 

c) services such as gift or eco-friendly packaging 

Please note that you are legally liable for any reduction in the value of the goods as a result of handling the goods in a manner other than that necessary to familiarise yourself with the nature, characteristics and functionality of the goods (e.g. if you use the perfume after you have tried it once).

If you would like to make a complaint, contact our customer service team via email at [email protected] or by phone on +353 818 002 648. They will be happy to help you return your items. 

We will inform you of the progress of the complaint in writing by email or text message. We may even call you to fast-track your complaint. 

We will make a decision on your complaint without delay. Handling complaints, including repairing any defects, usually takes no more than 30 days. Otherwise, you can withdraw from the purchase contract.

We cover defects in items that exist at the time of delivery, and those that appear within six years of delivery. If a product defect appears within this period, you can make a complaint.

You cannot, however, make complaints about free gifts or samples that you have received for free.

In the event of defective goods, we may compensate you for the value of the product with a voucher or try to repair the product.

If it is a significant defect, you can withdraw from the purchase contract. In this case, you send the items back and we refund the entire amount.

We only offer the option to pick goods up at your home address as part of the Try It First service.

If you are returning any other products or making a complaint about them, we do not offer this service at this time for technical and capacity reasons.

No, we do not send a pre-paid label, but we will arrange a collection by a courier from your preferred address once you get in touch with us.

Always contact the customer service team first on +353 818 002 648 or via email at [email protected]. They will be happy to help you resolve the issue.

We recommend keeping the packaging for at least 5 business days as proof of your complaint.

Unfortunately it is not possible to return packages via pick-up boxes at this time.  

If you have received the correct product but it looks different to the photo, that’s perfectly normal. The pictures of items in our online store are for illustrative purposes only, and the visual appearance may vary. It could be, for example, that the manufacturer has updated the packaging or the graphic design. The product quality has not changed.

However, if you have received a totally different item, contact us at [email protected] or on the phone number +353 818 002 648.

Yes. For example, with perfume samples, the bottles are often two-thirds full. We always send the samples in the same condition in which we receive them from the supplier. 

It depends on what exactly you are returning. We cannot take back open creams and similar products for hygienic reasons.  

You can return perfumes even after opening them. If you try the perfume once or twice and find that you don’t like the fragrance, you can put the perfume back into its box and return it. However, the product cannot have, for example, an engraved dedication. 

With products from the Try It First offer, we send samples to try. This is handy if you aren’t sure whether a fragrance will suit you or not.

Yes; by law, electronics have a warranty period of 6 years, and an invoice is sufficient for making a complaint. If the manufacturer issues a warranty certificate for the product, you will usually find it inside the packaging, but it is not needed to make a complaint. 

Don’t hesitate to ask. We will be happy to advise you on how to proceed with returns without stating a reason or on making a complaint at [email protected] or on the phone number +353 818 002 648.