Returns and complaints — what you are entitled to

These are two separate things, with different deadlines and different outcomes.

Withdrawal: 14 days, no reason

Buying at a distance, you have 14 days from delivery to withdraw. No justification required — "does not fit", "changed my mind" and "the colour looked different" all count.

• Start it in Account → Returns; you pick the items and how to send them back.
• The item should come back unused — trying it on is fine, wearing it for a week is not.
• The boutique refunds within 14 days of receiving your statement, including the cheapest delivery it offered.

Complaint: two years for a defect

If the goods are not in conformity with the contract — a defect, a seam that opened, colour that bled after the first wash done per the label — you have two years from delivery. Here a reason is required, but you can ask for repair, replacement, a price reduction or withdrawal.

File it in Account → Orders → Complaint on the specific line. Attach photos; they speed up a decision more than any description.

If the boutique goes quiet

Out-of-court dispute resolution is available, and inside the platform you can escalate the case to us. You are not left alone with the seller: every boutique had its registry data checked before it could open.