EXCHANGE AND RETURN
Return and exchange of goods that maintained its original appearance, factory labels, seals and original packaging can be made within 14 calendar days after the delivery.
Please email firstname.lastname@example.org quoting your order number or call our Customer Care service: +7 (499) 390 72 18.
- When fitting, please remove all jewellery. If you have a make-up, please remove it or use a special napkin when trying
- If you use perfume, please remove flavour before trying the product
- Please carefully buttoning the clothe
- Please pay attention to the hem of the product – be careful not to step on it, and avoid contact with dust and dirty surface
Should there be anything wrong with your order when it arrives, e.g. the garment has been damaged during delivery or it has manufacturing defects, please notify us immediately and we will endeavor to arrange speedy collection and replacement of your product(s) if we have the same is in stock.
If you wish to receive a refund for returned items, please note that refunds can only be made to your credit card or your personal bank account no matter how the order was paid. Refund process may take up to 15-30 days to appear in your account. We always try to do all our best to make it faster.
If you're living in Moscow or the Moscow region, you can always make a refund or exchange by using our in-house delivery service, please contact our Call center: + 7 (499) 390 72 18. It is chargeable service, please ask our manager for more information.
Please be informed with the list of goods that cannot be exchanged and return in accordance with the Russian legislation:
- We include all our silk and lace robes and pajamas, as well as silk shirts to category of lingerie items, that are not accepted for exchange or refund according to the Russian legislation
- Please note that we are not able to refund or exchange personalized items as well as monogrammed items
- Scarves, silk turbans, headbands
Please note that all prices of sale items (those displaying a reduced price) are final. No exchange or refund will be offered against sale purchases and the conditions set out above will not apply.
To return the goods you'll need to email us with the following information:
- Letter with reason of exchange or return
- Copy of passport (2nd and 3rd pages)
- Bank details (bank name, the name of the recipient, the recipient's account, BIC, c/a, swift code) in the case of refunding to the bank card (the bank account)
- Sales or cashier's receipt
You can return the garment:
- To call our delivery service by contacting our Customer Care service: +7 (499) 390 72 18
- Using other courier services and sending the returned goods to the address: office #3, Maliy Kislovskiy lane, building 9/1, Moscow, Russia, zip code 125009.