Always register your return through our return portal within 14 days of receiving your order. If that is not possible, you can also register with us by email within that same period. Keep that message, as it shows that you were on time.
Can you not show that you registered within the period, or did you send the parcel after it had passed? Then we do not process your return. We can send the parcel back to you against payment of the shipping costs.
Not sure whether you are still on time? Get in touch with us, quoting your order number, and we will have a look with you.