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Technical Support

When will my order be shipped?

When will I receive my order?

My order has not arrived yet

I didn't receive all the products: why?

Where will my order be shipped from?

Some of the products on the site are sent from physical stores. How does it work?

How much does delivery cost?

What courier will deliver my order?

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

What countries do you deliver to?

What to do if my order is on hold?

Can I request delivery to a pick-up point/locker/post office?

Why is the tracking not updated?

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?

Can I pick up my order in-store?

In-store Pickup

Shipping and Delivery

What are the return conditions?

Can I exchange one or more items?

How can I request a return?

How much time do I have to request a return?

How much does the return costs?

How can I ship my return?

How can I book a new pickup with TNT FedEx?

I need a new label for the free return.

How can I return an order through "My Account"?

When will I receive my refund?

How's the refund made?

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

Refunds

Returns and refunds

Is it possible to modify an order?

I received the wrong product

The shipment has arrived but an item is missing

What should I do if I received a defective item?

I would like to cancel the order

Can I change the delivery address?

I have not received the order confirmation email

I didn't have time to cancel the order

Order is marked delivered but not here

Issues with orders

Can you tell me if an out-of-stock item will be available again?

What's the warranty on my items?

How to interpret the washing label?

Products and Availability

Which payment methods can I use?

How can I activate a discount code?

How can I use my BasicCard discounts or cash?

Promotional codes, how to get them?

Are payments safe?

Can I pay in installments?

Can I request a non-itemised bill?

What currency will I be charged in?

How can I use my corporate discount?

My promo code isn’t working

Payment, Promo and Gifts

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?

How can I sign up for the newsletter?

How are my personal data used for sending newsletters?

How can I unsubscribe from the newsletter?

Why can't I complete a card payment?

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

Is my product authentic?

Shopping guide

4GIFT: the digital gift

Did you buy in the shop?

Who am I buying from?