What should I do if my lot has been delivered and does not conform to its description?


If your lot has unfortunately been delivered and does not conform to its description, or you believe that the item is fake, we advise you to contact the seller to agree a better way to solve the claim. Please attach in the message to the seller pictures of the item to support you and to describe your problem.


In case you have trouble contacting the seller, please inform us within 3 days after delivery (the exact date will be recorded through Track & Trace). Please be aware that once the 3 day period has expired, your payment will be sent to the seller and we can no longer open a claim on your behalf. When contacting us, please include:


. At least 3 photos of the lot in the state you received it
. At least 2 photos of the package (with the label clearly visible)
. A detailed description of the lot in the state you received it, highlighting the main differences compared to the initial lot description

Please note: If you believe that the item is fake, please send us the requested above photos as well as a copy of all the supporting documents that indicate the item is not authentic.

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