Return products outside Russia

To return the products, make a request, wait for its approval, and send the products back.

Learn more about return terms and conditions

Return request

1. In your personal account in the Orders section, click the order number.

2. Click Return products.

   

3. Select the products you want to return, specify the return reason, and attach a photo. If possible, attach all required photos following the hints.

4. Click Create a request.

We review your request within 24 hours. You can check its status in the My returns section.

Preparing and sending a return

Send a return within 4 days after the request approval, otherwise the request will expire.

When returning products of proper quality by post or courier service, you pay the shipping cost. If you return a defective or wrong product, keep the receipt with the packaging and shipping cost. Attach a photo of the receipt to your return request so we can refund the money.

Once your request is approved:

1. Prepare the product for shipping. Make sure that the product is complete and pack it carefully so it isn’t damaged in transit. Take a picture of the product before sending it to avoid disputes.

2. Put a note with the return number in the parcel. You can write the number on paper or print it out.

3. In the shipping form, specify the return number. For example, next to the recipient’s information.

   Your return can’t be accepted at the warehouse without a return number. The refund time is increased.
   

   

4. Take your return to the post office.

5. Pay the shipping cost and, if necessary, customs fees. Keep the receipt. We refund you the cost of packaging and delivery only if the product has defects or the wrong product was brought to you. If you return the product for other reasons, the shipping and packaging costs aren’t refunded.

6. In the My returns section of your personal account, click Send return and confirm that you’ve sent the parcel. Upload the receipt and enter the track number you’ve got at the post office. This helps us track the parcel and accept the return at the warehouse.

Sending by post

You can send returns with any local postal service that delivers to Russia.

In the shipping form, specify the return number. You can write it next to the recipient’s details.

Send the return to: 7 Magistralnaya Str. (Lvovsky microdistr.), P/O box 4, 140961 Podolsk, Moscow region, Russia.

Recipient: Internet Solutions LLC.

Keep the receipt.