Dispute and complaint resolution

We want you to be satisfied with your experience on our website. However, if there is an issue related to an order, product, delivery, or billing, we provide you with a simple and transparent complaint resolution process.

1) How to submit a complaint

To help us resolve it as quickly as possible, please send us your message through one of the contact methods displayed on the site (the Contact section), and include in your message:

  • the order number (and the order date, if you have it handy)
  • your full name and the email address used for the order
  • a description of the situation (what happened and what solution you want)
  • relevant photos/videos (if it concerns a damaged product, package, label, etc.)
  • any other useful details (e.g., AWB, courier, previous conversations)

2) Response and resolution time

  • We confirm receipt of the complaint as soon as possible.
  • We analyze the situation and provide you with a response within a maximum of 14 calendar days from receipt (usually much sooner).
  • If additional verification is needed (e.g., investigation with the courier company or checking the batch/serial number), we will inform you of the steps and estimated time.

3) Common situations we can resolve

Depending on the case, we may propose one or more of the following solutions, according to applicable legislation:

  • product replacement
  • refund of the product/order value (full or partial, as applicable)
  • re-delivery
  • issuance of corrective documents (invoice, credit note, etc.)
  • other mutually agreed solutions

4) Important conditions

  • Please keep the packaging and product in the condition you received them until the issue is resolved.
  • If you notice damage to the package upon delivery, it is helpful to take photos before unsealing and immediately after opening.
  • For consumable products that have been unsealed or used, resolution may depend on the nature of the problem and applicable rights (legal warranty of conformity / right of withdrawal / hygiene and safety).

5) Alternative dispute resolution (ADR)

If we cannot reach an amicable solution, you have the right to use alternative dispute resolution mechanisms (ADR).

We recommend contacting us directly first, as most situations are resolved quickly and amicably.

6) Merchant information

Complete merchant details (name, headquarters, VAT number, Trade Register, email) are available on the Terms and Conditions page.