Returns

Refunds

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Returns and refunds

Why is the tracking not updated?

Shipping and Delivery

When will my order be shipped?

When will I receive my order?

Where will my order be sent from?

I didn't receive all the products: why?

Where will my order be shipped from?

Some of the items of my order are shipped from stores, what does it mean?

Track

Can I change my order?

Can I change my delivery address?

Can I cancel my order?

What can I do if I didn't receive the order confirmation e-mail?

Manage

Track and manage orders

How much does delivery cost?

What courier will deliver my order?

What happens if I’m not at home when my package is delivered?

Why is my order delayed?

What countries do you deliver to?

Shipping

Can I pick up my order in-store?

Which payment methods can I use for "in-store pickup" orders?

How much time do I have to collect my "in-store pickup" order?

When will I be able to pick my order up at the shop?

Can I rely on someone else to pick my order up?

Can I exchange an "in-store pickup" order?

In-store Pickup

Shipping and in-store pickup

Can I substitute/exchange one or more items?

What are the return conditions?

How can I request a return?

How much does the return costs?

How can I ship my return?

What should I do if I received a defective item?

How's the refund made?

When will I receive my refund?

My card is expired/blocked/disposable: how will I get my refund?

Which payment methods can I use?

How can I activate a discount code?

How can I use my BasicCard discounts or cash?

Are payments safe?

What currency will I be charged in?

Why can't I complete a card payment?

Why can't I see the order that seems already paid?

How can I split my purchase?

Can I request a non-itemised bill?

Payment

How do I create an account?

How can I cancel my account?

How can I change/recover my password?

How will my personal Profile information be used?

Account

How can I sign up for the newsletter?

How are my personal data used for sending newsletters?

How can I unsubscribe from the newsletter?

Newsletter

Account and newsletter

What's the warranty on my items?

Is my product authentic?

How to interpret the washing label?

Shopping guide

Other

Did you buy in the shop?

Who am I buying from?

Guide to safe shopping