Complaints and Withdrawal from the contract

Send us your decision to withdraw from the contract within 90 days to the e-mail address [email protected] (please use the Withdrawal from Contract Form) or via telephone on the number 02 03 769 2779.

If you received a free gift with the returned product, you must also return it.

The money for the returned goods will be sent back to you within 14 days of withdrawal from the contract (after the items are delivered and checked). If you withdraw from the contract within 14 days of delivery, we will also refund the shipping costs. If you paid for delivery and the entire order will be returned within 14 days, we'll also return the delivery expenses to you.

You have 90 days to return the goods. 

This period usually applies to all products. However, you cannot return:

a) goods which are customised (e.g. packaging with engraving)

b) goods which cannot be returned for reasons of hygiene (e.g. opened skin creams, cosmetics that come in direct contact with the skin, used candles, etc.) 

c) services such as gift wrapping or eco-friendly packaging 

Please note that you are legally liable for any reduction in the value of the goods as a result of handling the goods in a manner other than that necessary to familiarise yourself with the nature, characteristics and functionality of the goods (e.g. if you use the perfume after you have tried it once).

If you want to file a complaint, contact us via email at [email protected] or by phone at 02 03 769 2779.

We will inform you of the progress of the complaint in writing by e-mail or text message. We may even call you to fast-track your complaint. 

We will make a decision regarding the complaint without delay. Resolving a complaint, including defect rectification, usually takes no longer than 30 days. Otherwise, you can withdraw from the purchase contract.

All products are under warranty for 2 years from their delivery, or until the expiry date on the packaging. If a product defect appears during this period, you may file a complaint. 

You cannot, however, file complaints about free gifts or about samples that you have received for free.

In the event of defective goods, we may compensate you for the value of the product with a voucher or try to repair the product.

If it is a significant defect, you can withdraw from the purchase contract. In this case, you send the goods back and we refund the entire amount.

We only offer the option to pick goods up at your home address as part of the Try It First service.

If you are returning or filing complaints about any other products, we do not offer this service at this time for technical and capacity reasons.

No, we do not send a pre-paid label, but you can generate a return label in your MyNotino customer account. In this case, we will send you an address label by e-mail, but it is not pre-paid. You are responsible for the shipping costs on returns or complaints.

Always contact our colleagues at the customer service centre first on 02 03 769 2779 or via e-mail at [email protected]. They will be happy to help you solve the problem.

We recommend keeping the packaging for a period of at least 5 business days as documentation of the filed complaint.

Unfortunately it is not possible to return packages via pick up boxes at this time.  

If you have received the correct product but it looks different to the photo, that's perfectly normal. The pictures of the goods in our e-shop are for illustration purposes only, and the visual appearance may vary. It happens, for example, that the manufacturer upgrades the packaging or the graphic design. The product quality does not change.

But if you have received a totally different item, contact us at [email protected] or on the phone number 02 03 769 2779.

Yes; for example, with perfume samples, the bottles are often two-thirds full. We always send the samples in the same condition in which we receive them from the supplier. 

It depends on what exactly you are returning. We cannot take back opened creams or similar products for hygienic reasons.  

You can return perfumes even after opening them. If you try a perfume once or twice and find that you don't like the fragrance, you can put the perfume back into its box and return it. However, the product cannot have, for example, an engraved dedication. 

With products from the Try It First offer, we send samples to try. This is handy if you aren't sure whether the fragrance will suit you or not.

Yes; by law, electronics have a warranty period of 2 years (unless the warranty is extended directly by the manufacturer), and an invoice is sufficient for filing a complaint. If the manufacturer issues a warranty certificate for the product, you will usually find it inside the packaging, but it is not needed to make a complaint. 

Yes, you can return goods through Royal Mail or Evri, for example.

Don't hesitate to ask. We will be happy to advise you on how to proceed with returns without stating a reason and with filing a complaint at [email protected] or on the phone number 02 03 769 2779.