Buy Online, Pickup In-Store Terms & Conditions
Is this option available at my store?
This program is currently available only at select stores and for selected items only.
- ITALY (Milan, Rome)
- GERMANY (Frankfurt, Dusseldorf, Berlin)
- SPAIN (Madrid, Barcelona, Marbella Puerto Banus)
- NETHERLANDS (Amsterdam)
- FRANCE (Paris)
When will my pickup order be ready?
We will send you an email when your order is ready for pickup. For order preparation please refer to shipment conditions on our website.
What do I need to pick up my order?
The Ready for Pickup confirmation email with the Confirmation Code and a valid government issued ID is required to pick up your order. You can also designate someone to pick up your order. If you designate someone to pick up your order, they will also need to show the copy of the Ready for Pickup confirmation email and be required to have a government issued ID.
I can’t find my Ready for Pickup confirmation email. Where is it?
If you can’t find it in your inbox, check your junk mail or spam folder.
Where do I pick up my order?
Once you arrive at the store, let an associate know you are there to pick up your order. There is no need to wait in the check-out line, they will bring your items to you! They just need to enter the system info required for processing the pickup.
How long do I have to pick up my order?
We will hold your items for 15 days after you receive the Ready for Pickup confirmation email. If you do not pick up your order, it will be cancelled and you will be refunded.
What happens if I don’t pick up my order on time?
It will automatically be cancelled after 15 days and a cancellation email will be sent. If you paid by a debit or credit card, your statement may reflect an authorization. This is not a charge. In most cases, it will fall off your account within 3 to 5 business days. Contact your financial institution if you have any issues.
When will I get charged for my pickup order?
At the moment of the online order. It’s a pre-paid order!
Can I extend my pickup time?
If you are unable to pick up your order within 15 days, we may be able to extend the pickup timeframe for you. Please contact directly the store you selected for the pickup and deal with them to arrange an appointment.
Can someone else pick up my order?
Yes, they must bring their government issued ID and the Ready for Pickup confirmation email with the Confirmation Code.
Can I change my pickup location?
No. If you cannot pick up your order at the pickup location selected within 15 days, we’ll cancel your order. You can place the order again for a new location.
Can I cancel or change my order?
You can cancel or change your order online, but you cannot do it store. If you’ve changed your mind on one of your items or all of them, you cannot do any exchange/return at the time of pickup. Sales Associates in store are not authorized to process item exchanges or refunds.
Will I get a paper receipt?
No, but your pickup confirmation email will serve as your receipt to get out the store with your package. If you can’t find the confirmation email in your inbox, check your junk mail or spam folder. Anyway, you will find the paper final invoice inside the box.
Am I able to have items shipped to my home and designate for pickup within the same order?
No. Orders are limited to one shipping location or defined Store location for pickup.
Do I have to pay shipping fees for in-store pickup items?
There are no shipping & handling charges for items/orders designated for pickup.
How do I return my purchased items?
Returns cannot be made in-store. Stores are not authorized to process returns. You can return the order by yourself.
If you did an order as a guest and you want to return the good, please fill in the required information in the form.
If you are registered user please log in to your account; you will find the return procedure inside your dashboard in your order detail.
For additional information, see our Return Policy.
What do I do if I have an issue with my Buy Online, Pick-Up In-Store order?
Contact Customer Care at +41 435507608 or refer to our Service Team by e-mail under firstname.lastname@example.org should you have any questions.