Frequently Asked Questions

Shipping Standards

Knowing the expected delivery time

You should receive your order within the time stated by the retailer. If no specific time is given, the company should ship your order within 30 days of receiving the order. According to the European Distance Selling Directive, the company has to give you notice if the ordered article is not available. Member states may provide under local law a provision that the company is entitled to deliver a product, equal in quality and price, rather than refunding payment, should this option be agreed in the contract. For further details on how this is implemented in national law, please see your local law.

Returns & Exchanges

How to return a product you are unhappy with

What if I just changed my mind?The European Distance Selling Directive provides the right of withdrawal if a consumer orders via a distance contract. Accordingly, the consumer shall have a period of at least seven working days in which to withdraw from the contract without giving any reason. The only charge that may be made to the consumer because of the exercise of his right of withdrawal is the direct cost of returning the goods. For information check the purchase conditions of the company you are buying from and your local law.

Credit/Debit Card Disputes & Protection

In all European countries the law protects you when you use your credit or debit card to pay for purchases, whether electronically, by phone, by mail or in the store. The local law should allow you to challenge a billing error (whether for an incorrect amount or for an item you didn’t purchase) without paying the charge during the disputed period. To maximize your protection, you should write to the creditor at the address indicated on the monthly statement for billing inquiries. We recommend that you include your name, address and credit card number, and describe the billing error with a copy of your statement. Please ensure that you keep a copy of your correspondence, for your records. In good practice, even if not stipulated by national law, the creditor should acknowledge your complaint in writing within 30 days of receipt, unless the problem has been resolved meanwhile. Under national law, your liability for unauthorized use of your debit card is defined with your bank or card provider, depending on when you report the loss or theft. Make sure you are informed and aware of these provisions and rules, when using your debit or credit cards. To be certain of your rights, ask your bank about its liability limits.