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Contact customer service as soon as possible. A change may be possible before processing begins; after dispatch, the return procedure and applicable withdrawal rights apply.

The answer depends on whether you are exercising the right of withdrawal or reporting a defective product. See the Returns and complaints page for the applicable rules before sending the item.

Pack returned goods securely and use a tracked service. If damage occurs in transit, keep the dispatch receipt and photographs and contact the carrier and our customer service team.

Record the condition with photographs, note the courier company and tracking number, and contact customer service. We will tell you what evidence is required for the carrier claim.

Photograph the packaging before opening it and ask the courier to note visible damage in the delivery record where possible. Keep all packaging and contact us promptly with your order number.