Return and exchange

Can I return a product?

Yes, if you want to return a product, you can do so within 14 days of receiving the product. The return is made with prior notice on your part by e-mail, adding the order number and stating the reason. In response, you will receive an email with the address to which the product must be returned, as well as the necessary instructions. The item should be returned in the condition in which it was received: with attached labels and in the original packaging (transparent envelope, etc.), to be preserved in good commercial condition (the goods must not have traces of makeup, perfume, yes not torn, scratched, worn, washed, ironed). After inspecting the condition of the product, its value (excluding the cost of delivery) will be paid to you by postal money order through the courier company. Underwear, boxers, briefs, sets including such bottoms are not subject to return for hygienic reasons. Exceptions are cases in which the wrong or defective product is obtained.

How do I send the product back?

The product should be sent back to us through a courier service (no cash on delivery), which allows tracking of shipments or through Bulgarian Post, with the option – a return receipt. The costs of returning the product are at the expense of the customer. The item must be returned in the condition in which it was received: with attached labels and in the original packaging (transparent envelope, box, etc.) to be preserved in good commercial condition (the goods must not have traces of makeup, perfume, not to be torn, scratched, worn, washed, ironed). The integrity and appearance of the packaging / box of the product must not be compromised (the original packaging / box must be packed or placed in another type of packaging / box-paper, bag, etc. and on this packaging / box must be the stickers of the respective courier company are placed).

What happens if I receive a wrong or defective product?

All products are checked before being sent to our customers, but if a defective or wrong product is received, we must be notified by email. It is necessary to enclose the order number in the e-mail, as well as to state the problem or to file a complaint in case of established justified discrepancies within the terms and conditions provided in the CPA and in the general conditions for warranty. After receiving the notification, we inform the customer of the address to which he should return the product (by courier “Speedy”) at our expense and without cash on delivery. After checking the product in our office, the customer can receive a replacement (if available from this product), which is at our expense or be refunded the value of the product along with the initial delivery.

How and when will I get my money back after I have returned the product?

The amount is refunded by postal money order through a courier company. The term is 14 working days. You can also provide a bank account to which the amount can be transferred.