The money-back guarantee applies only to eligible orders and covers delivery problems under the terms in effect when the order was placed. It does not mean that every order can be refunded for any reason.
Coverage may apply to:
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- Qualifying orders delivered to the United States, United Kingdom or Australia
- Eligible EU orders placed using Guaranteed EU Delivery
- Confirmed loss, covered customs seizure, damage or missing products when the required evidence is provided
Coverage may not apply to other destinations, standard EU shipping, incorrect customer addresses, failed collection, recipient refusal or claims submitted outside the required period.
To request a review, email [email protected] with your order number, tracking number, reason for the claim and supporting evidence. Support will assess the request using the policy that applied on the purchase date and confirm whether a refund or reshipment is available.