Returns

You start the refund in a few simple steps. Prepare the package, contact us for collection, and we will organize the GLS Pick&Return service to your address.

Steps:

  1. Request a collection: contact us via the "Contact" page at the foot of the website; state the order number and the reason for the return. You can also reply to the email confirmation of the order.
  2. Pack the products: return them to the shipping box (the same one they came in can be used).
  3. Protect content: add filling so that the products do not move and are not damaged during transport.
  4. Close the box: tape it and make sure it is tightly closed.
  5. Organization of the takeover: we order GLS Pick&Return for your package.
  6. Delivery to the courier: wait for the courier on the agreed date; you don't write anything on the box — GLS brings a label.
  7. Refund: once the package arrives and we inspect it, we will refund the product amount minus the initial shipping cost.
  8. Logistics cost: the initial shipping cost is used for the Pick&Return service. If you would like to ship at your own expense, please contact us for the address and instructions.

You have the right to return your product within 14 days of receiving it. We accept returns for products that are unused, undamaged, and in their original, unopened packaging.

How it works:

  • Deadline: 14 days from delivery to submit a return request.
  • Item condition: unopened, with original seals/foil and no signs of use.
  • Exceptions: We do not accept returns of opened packages, bottles, tablets, liquid dietary supplements, and similar products.
  • Packaging: return the item in its original packaging with all contents.

We process refunds quickly. While the money is usually returned to your account within a few business days, it can take up to 10 days for banks to post it.

How it works:

  • Our processing: We issue refunds within 1–2 business days of receiving and inspecting the package.
  • Bank processing: After we issue your refund, it takes 5-10 business days for your bank or card issuer to reflect the funds on your statement.
  • Check: If you don't see your refund after 10 business days, check your bank statement or contact your bank.
  • Check your bank statement and card statement for the period from the date we confirmed the refund onwards.
  • If after 10 working days the refund is still not visible, contact your bank and request a refund check per transaction (it helps if you have the refund reference number/ARN from our confirmation).
  • If the bank needs our confirmation, let us know — we'll send the necessary details.

We do not charge restocking fees. The cost of the return postage is covered from the original shipping cost that you paid when ordering, if you use our GLS Pick&Return service.

What does this mean for you:

  • No storage fees: don't worry about additional costs for processing returns.
  • Covered return postage: if you use our organized GLS Pick&Return service, you don't pay extra for sending the package back.
  • Exceptions: If you decide to send the package at your own expense, you bear the cost.
  • Refund: We will refund the amount of the product, minus the original shipping cost.

We apologize if your item arrived damaged, expired, or incorrect. We will resolve the issue immediately. It is important that you contact us as soon as possible so that we can respond quickly.

How to proceed:

  • Contact us immediately: send us an email with your order number and a description of the problem.
  • Take a photo: attach clear photos of the defective, expired or incorrect item.
  • Deadline: report the problem within 48 hours of receiving the package.
  • Solution: After verification, we will organize the return of the product and issue you a refund.
  • Costs: All shipping costs for exchanges or returns in these cases are borne by us.

Don't worry — first do a quick check, then get back to us with the details and we'll contact GLS and initiate the check.

Steps:

  • Check the address and place of delivery: see GLS tracking (link from e‑mail) for courier notes.
  • Ask your family/neighbors/doorman: sometimes the package is left with a neighbor or in a safe place.
  • Check PaketShop: If redirected, GLS will list the pickup location.
  • Enter your ZIP code on the GLS page: for full tracking details, enter your zip code. Please note that the first data sometimes appears with a delay (up to 24 hours) and that the status may occasionally be incorrect until the system refreshes.
  • Contact us: send order number and tracking number; we will open an inquiry with GLS and, if necessary, initiate an investigation/non-delivery.

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