Exchange and Return
Products may be exchanged or returned within 14 days after you have received your order from our online store* provided that:
- The product shows no traces of having been used.
- The product’s ready-for-sale condition (factory labels, tags, and consumer properties) is preserved.
The product shall be returned in its original packaging with any gifts attached and any other enclosures.
Some product groups are not eligible for returns or exchanges.**:
- Customized and personalized orders.
** In accordance with Decree of the Government of the Russian Federation No. 55 dated January 19, 1998, linen sewn products and knitwear of proper quality may not be returned or exchanged.
In accordance with 1998 Decree No. 55, products made of precious metals (gold, silver) and precious stones (diamonds, emeralds, etc.) may not be returned or exchanged.
No used products may be returned.
BY CONFIRMING THE ORDER, YOU AGREE TO OUR RETURN POLICY.
Returning Your Purchase
- For a return, please, contact us using one of the convenient ways: through the feedback service or by calling us at the phone number +7 (925) 163-42-00
- Payment via PayPal. If you have no PayPal account, you may effect your payments by means of a bank card.
- The package you are going to return shall contain the packaged product without any signs of use (preserved labels, factory tags, attached gifts, and recommendations).
- You will need to attach a filled-out return application form stating all bank details.
- Send the package using courier express company to the following address: 20/13 Berezhkovskaya Embankment, Moscow, Russia, 121059 Contact phone number: +7 925 163 42 00
- For international returns: send the parcel by means of any express transport company providing shipping services in your country.
- After you have shipped your return, please, make sure to contact us and inform us of the tracking number.
- You will need to hand the package to your transport company courier within 7 days after receiving your order provided that you have previously requested a return through your personal account or contacted us.
- Returning products to the warehouse can take up to 2-5 business days in Russia and up to 5–14 business days for international orders.
- After we have received products in Moscow and verified that all the terms for returning products have been met, we will process your application within 1–2 business days and refund your payment*
- The monetary funds will be returned to the bank account you have used to make your payment. Please note that terms depend on the speed of processing the transaction by your bank and can take up to 30 banking days. Cash refunds are unavailable for any online purchases.
*The return costs shall be borne by the buyer.
Please also note that any costs associated with product returns, including customs and other additional fees (for international shipments), shall be borne by the buyer according to tariffs of transport companies and customs fees of the country of destination.