Returns & exchanges

14 days to decide

For an online consumer purchase, you may withdraw without giving a reason within 14 days of receiving the goods, under Article 50 of the Bulgarian Consumer Protection Act (CPA). For one order delivered in separate parts, the period starts when the last item is received.

Notify us before the deadline using the online form, PDF form or an unambiguous email to This email address is being protected from spambots. You need JavaScript enabled to view it., under Article 52 CPA. The form is optional. A missing order number or IBAN does not prevent you from giving notice.

Try on with care

Try the item only as necessary to establish its size, characteristics and fit, as you would in a shop. To receive a full refund, keep it in excellent saleable condition:

• No wear beyond necessary try-on, use, washing, dry cleaning or alterations.
• No perfume, deodorant, make-up, stains, odours, hair, dirt or other marks.
• Keep original attached tags, stickers and accessories, and return the original packaging if retained.
• Pack securely. Do not attach tape or a shipping label directly to the product packaging.

These instructions do not remove your statutory withdrawal right. Under Article 55(4) CPA, you may be responsible for demonstrable diminished value caused by handling beyond what is necessary. Missing ordinary packaging or a tag does not automatically invalidate withdrawal; we assess the actual condition and explain any reduction.

Where & how to send it

Send the goods within 14 days after your withdrawal notice under Article 55(1) CPA. Prior approval is not required to exercise your right on time.

Use Speedy or Econt, include your request reference or completed form and keep the tracking receipt. Do not send a cash-on-delivery parcel to us without express agreement.

You pay direct return shipping costs for ordinary withdrawal or a voluntary exchange. For an incorrect or defective item, contact us to arrange shipping and applicable costs; statutory remedies for lack of conformity are free of charge to the consumer.

When you receive your refund

Under Article 54 CPA, payments due are refunded without undue delay and within 14 days after withdrawal notice. We may withhold reimbursement until receiving the goods or evidence that they have been sent back, whichever occurs first, unless we offered to collect them.

For a full-order withdrawal, the original standard delivery cost is also refunded, excluding any extra cost for a more expensive delivery option you chose. For partial returns, the amount and any delivery reimbursement depend on the order and applicable rules.

We use the original payment method unless you expressly choose another method at no cost to you. For cash-on-delivery purchases, we arrange a suitable method, such as a bank transfer. Submitting a request does not mean the refund has already been issued.

Another size or style

Select “Exchange” and describe your preferred model, size and colour. We will check availability and agree on any price difference and delivery cost before shipping a replacement. A request does not automatically reserve stock.

Voluntary exchanges are arranged with our team. If the desired item is unavailable, choose another or exercise withdrawal within the applicable period. Exchanges do not limit statutory rights.

Exceptions & complaints

Only statutory exceptions under Article 57 CPA apply, such as goods made to individual specifications, or unsealed sealed goods genuinely unsuitable for return for health or hygiene reasons. We do not exclude all clothing or underwear solely by category. Any applicable exception must be explained before purchase.

For a defect, lack of conformity or wrong item, select “Complaint” and describe the issue. Statutory conformity rights are separate from 14-day withdrawal and generally apply to defects appearing within two years of delivery. Use alone does not exclude a complaint.

Confirmation & assistance

After your online request is saved, you receive a reference and a downloadable file containing your details and submission time. Keep it. If no confirmation arrives or an error occurs, retry from the same page or notify us by email.

Marketing consent is not required. We process your data to verify the purchase, arrange the return and meet legal obligations. Read our privacy policy and terms.

Legal basis: Articles 50, 52, 54, 55 and 57 CPA. Consumer Protection Commission. Updated: 24 September 2026.