When can I return my product?
QCON gives you the right to return your purchased item/s without having to give a reason, at any time within 14 days beginning the day after the day on which you received the goods. You can return any item within 14 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT. For any return you can print the return label directly in MY ACCOUNT.
Are there some items I cannot return?
YES! Any customized items cannot be returned or exchanged. Any other product can be returned within 14 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT. For any return you can print the return label directly in MY ACCOUNT.
How can I return a product? Can I change it for another?
To return an item you only need to enter a Return Request by logging into MY ACCOUNT. You can return any item(s) within 14 days, as long as the item(s) are in perfect condition (unused, with tags, in their original packaging)
How do I make a claim about my order?
If you want to make a complaint about your order we detail below the procedure you must follow in each case:
If you have received a wrong, damaged or defective product, you must make a return request through MY ACCOUNT. Enter in the section MY ORDERS and click the button ´return order items´ you want to manage. We will ask you for more details such as the specific reason for the claim, a description and photos of the error damage or defect, for our returns team to review your request.
If on the other hand you still haven´t received your order, can´t locate your package or other type of complaint, we put at your disposal our customer service team who will assist you through WhatsApp, chat or by sending an email to support@qcon-me.com.
If you have received a wrong, damaged or defective product, you must make a return request through MY ACCOUNT. Enter in the section MY ORDERS and click the button ´return order items´ you want to manage. We will ask you for more details such as the specific reason for the claim, a description and photos of the error damage or defect, for our returns team to review your request.
If on the other hand you still haven´t received your order, can´t locate your package or other type of complaint, we put at your disposal our customer service team who will assist you through WhatsApp, chat or by sending an email to support@qcon-me.com.
What is the returns policy?
You have 14 days to decide if the item is right for you. We will refund any item(s), provided that the item(s) has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. If, for example, you prefer another size or another color, you must place a new order in our online store.
Do you want to return something? Please make sure you respect the following criteria:
- You can return any item for a refund within 14 days of receiving your original order. Please note that there are certain products that cannot be returned except in the case of defective products such as products that do not allow their return due to hygienic or health protection reasons if it has been unsealed by you after delivery, or that they were, after delivery, inseparably mixed with other products; products that can deteriorate or expire quickly; if they were unsealed by you upon delivery; goods made to your specifications or clearly personalized.
- All items must be unused and in their original condition. Returned items should include tags and any packaging e.g. items should be returned with the original box. Please do not attach any labels or duct tape directly on item´s packaging.
- In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
- It is important to follow the return process, which begins by making a return request through the My account section.
- The items are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!
Do you want to return something? Please make sure you respect the following criteria:
- You can return any item for a refund within 14 days of receiving your original order. Please note that there are certain products that cannot be returned except in the case of defective products such as products that do not allow their return due to hygienic or health protection reasons if it has been unsealed by you after delivery, or that they were, after delivery, inseparably mixed with other products; products that can deteriorate or expire quickly; if they were unsealed by you upon delivery; goods made to your specifications or clearly personalized.
- All items must be unused and in their original condition. Returned items should include tags and any packaging e.g. items should be returned with the original box. Please do not attach any labels or duct tape directly on item´s packaging.
- In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
- It is important to follow the return process, which begins by making a return request through the My account section.
- The items are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!
How do I return something?
To speed up the process of your return, follow these steps:
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders. Please click on the order, select the reason better suits the situation and follow the instructions. Then print your return label.
Step 2: Prepare your parcel
Once you could print your return label, please prepare your parcel. Please make sure to send the item/s back in perfect conditions (unused, with labels, in original packaging) and use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging.
Step 3: Send your parcel
Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.
Step 4: Receive refund
When your return is being processed, you will receive an automatic email. We’ll also send you an email as soon as we’ve completed your return. Any refund will automatically be issued to the payment method you used to place your original order. It can take up to 15 working days (excluding weekends and bank holidays) from the date of your return to be delivered back to our warehouse and completed.
If you want to exchange your item, you need to return it and then place a new order.
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders. Please click on the order, select the reason better suits the situation and follow the instructions. Then print your return label.
Step 2: Prepare your parcel
Once you could print your return label, please prepare your parcel. Please make sure to send the item/s back in perfect conditions (unused, with labels, in original packaging) and use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging.
Step 3: Send your parcel
Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.
Step 4: Receive refund
When your return is being processed, you will receive an automatic email. We’ll also send you an email as soon as we’ve completed your return. Any refund will automatically be issued to the payment method you used to place your original order. It can take up to 15 working days (excluding weekends and bank holidays) from the date of your return to be delivered back to our warehouse and completed.
If you want to exchange your item, you need to return it and then place a new order.
How can I cancel my order?
If you change your mind about your purchase, you have the option to cancel your order. As long as your parcel has yet to be picked and packed in our warehouse, you´ll have the option to cancel. To cancel your order, log in to your account and click on ´Cancel order´ or ´Remove product´. If the ´Cancel order´ option is no longer available, it means your order has been processed in our warehouse and it´s unfortunately too late to cancel it.
If you have already received your goods then you may return them, please log in your account.
If you have already received your goods then you may return them, please log in your account.
Is it possible to cancel an order when it has already been sent?
Once the parcel has been shipped to the customer, there´s no way to stop it. Shipping companies come every day to pick up all the parcels for customers. All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products including shipping costs.
What if I receive a defective/damaged or wrong item?
If you receive a defective/damaged or wrong item, please follow the process below:
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders.
Step 2: Select order/item
Please click on the order and select the damaged/defective or wrong item/s. Please choose your return reason.
Step 3: Information/pictures
To process your claim we kindly ask you to provide us with a brief description about the defect/difference as well as at least one picture where the damage/defect/difference can be shown. Pictures can be attached directly to the form. In case of your parcel arrived damaged and you did already sign the receipt, we need you to provide us within 4 days with additionally information as:
- Picture of the damaged item
- Picture of the parcel, label as well as the damage of the parcel.
Step 4: Process
Once we could receive any required information, we will review your request as quickly as possible.
We are unable to accept reclamations for the following defects:
- Damaged due to incorrect or intense usage.
- Damaged due to external factors, such as friction, sharp objects or chemicals.
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders.
Step 2: Select order/item
Please click on the order and select the damaged/defective or wrong item/s. Please choose your return reason.
Step 3: Information/pictures
To process your claim we kindly ask you to provide us with a brief description about the defect/difference as well as at least one picture where the damage/defect/difference can be shown. Pictures can be attached directly to the form. In case of your parcel arrived damaged and you did already sign the receipt, we need you to provide us within 4 days with additionally information as:
- Picture of the damaged item
- Picture of the parcel, label as well as the damage of the parcel.
Step 4: Process
Once we could receive any required information, we will review your request as quickly as possible.
We are unable to accept reclamations for the following defects:
- Damaged due to incorrect or intense usage.
- Damaged due to external factors, such as friction, sharp objects or chemicals.
How do I get my refund?
The refund of an order takes between 3 to 7 business days. Any refund will be issued automatically to the payment method you used to place your order.
- If the payment was made with a debit or credit card, the money will be refunded to the bank account linked to the card. - If the payment was made by PayPal, the value of your refund will be refunded to your PayPal account. You will receive an email confirmation when your return is received in our warehouse and you should generally receive your refund within 48 hours of receiving this email.
Please note: if you have received a gift and wish to return it for a refund, the person who originally purchased the gift will receive the refund. We apologize for any inconvenience this may cause you.
If the reason for returning the product is not because the product arrived damaged, defective or incorrect, we will not refund shipping costs or any other services related to your order; we will only refund the amount of the product.
- If the payment was made with a debit or credit card, the money will be refunded to the bank account linked to the card. - If the payment was made by PayPal, the value of your refund will be refunded to your PayPal account. You will receive an email confirmation when your return is received in our warehouse and you should generally receive your refund within 48 hours of receiving this email.
Please note: if you have received a gift and wish to return it for a refund, the person who originally purchased the gift will receive the refund. We apologize for any inconvenience this may cause you.
If the reason for returning the product is not because the product arrived damaged, defective or incorrect, we will not refund shipping costs or any other services related to your order; we will only refund the amount of the product.
How do I exchange an item?
In case you wish to receive the same product in a different size or another alternative product, you must process a new order through our website, paying the shipping costs again.
INFORMATION REGARDING SIZES
There may be a difference between the size you have ordered and the one indicated on the label of some articles and brands, but do not worry.
INFORMATION REGARDING SIZES
There may be a difference between the size you have ordered and the one indicated on the label of some articles and brands, but do not worry.
Who pays the return fees?
If you return an item due to not fitting correctly or any similar reason, return fees have to be paid by you *. If you return a damaged or faulty item, or the item is not as pictured, of course we will organize a pick up on our cost.
*Process your return easily and at convenient prices:
For any return you can print the return label directly in MY ACCOUNT
*Process your return easily and at convenient prices:
For any return you can print the return label directly in MY ACCOUNT
How do I prepare my parcel for return?
Please log in to MY ACCOUNT. Please return items in their original packaging. Returned items should include tags and any packaging e.g. items should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging). Please use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging. Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.
Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you per mail, once your refund has been proceeded
Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you per mail, once your refund has been proceeded
I have misplaced my packaging and want to return an item; can I have a new packaging?
If for any reason you no longer have this packaging and you would like to return an item, please contact us in advance.
What is the warranty policy?
All items are guaranteed. If you detect that the item has a manufacturing and / or functional defect, it will be sent to the brand. Deficiencies caused by negligence, blows, improper use or manipulation, unsuitable voltage, incorrect installation not carried out by the authorized Technical Service when appropriate, or materials subject to wear and tear due to normal use are not included. We offer a service to collect the defective item at our cost and then we send it back to the brand. The waiting time will vary depending on the management time that the technical service of each brand has. In those incidents that justify the use of the guarantee, the option will be to repair, replace the item, discount or return, in the legally established terms.
In order to process your warranty, we kindly ask you to follow the process below:
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders.
Step 2: Select order/item
Please click on the order and select the damaged/defective item/s. Please choose 4. Item doesn´t work or is defective as return reason.
Step 3: Information/pictures
To process your warranty we kindly ask you to provide us with a brief description about the defect as well as at least one picture where the damage/defect can be shown. Pictures can be attached directly to the form.
Step 4: Process
Once we could receive any required information, we will contact you immediately in order to arrange any necessary actions.
We are unable to accept reclamations for the following defects:
- Damaged due to incorrect or intense usage.
- Increased perspiration.
- Colour transfer (i.e. jeans colouring socks blue).
- Damaged due to external factors, such as friction, sharp objects or chemicals.
- Articles that cause physical discomfort i.e. blisters
In order to process your warranty, we kindly ask you to follow the process below:
Step 1: Log in to MY ACCOUNT
Sign in to your account by using your email address and password and please select My orders.
Step 2: Select order/item
Please click on the order and select the damaged/defective item/s. Please choose 4. Item doesn´t work or is defective as return reason.
Step 3: Information/pictures
To process your warranty we kindly ask you to provide us with a brief description about the defect as well as at least one picture where the damage/defect can be shown. Pictures can be attached directly to the form.
Step 4: Process
Once we could receive any required information, we will contact you immediately in order to arrange any necessary actions.
We are unable to accept reclamations for the following defects:
- Damaged due to incorrect or intense usage.
- Increased perspiration.
- Colour transfer (i.e. jeans colouring socks blue).
- Damaged due to external factors, such as friction, sharp objects or chemicals.
- Articles that cause physical discomfort i.e. blisters
What should I do if my package is damaged or items are missing?
When the delivery is made, it is important that you examine the package for signs of damage, loss, or theft. If the package is open and/or damaged (the security seal is broken), and the contents also appear to be damaged, be sure to open and check the contents with the delivery driver.If the contents are indeed damaged or the package is incomplete the customer must refuse the order. Be sure to contact customer service to report the incident. The driver´s verbal acknowledgment cannot be used as proof of your claim.
For high-value items, we strongly recommend recording a video while opening the package so that, in the event that you need to file a damage claim, you can successfully prove the damage or missing items. Claims may be rejected if they are submitted without photos or videos taken at the time of delivery showing the damaged package or demonstrating the loss of the items, and/or without a copy of the report completed by the driver at the time of delivery, and/or without an invoice or receipt proving the value of the goods. You must send us your claim in writing within 72 hours of the date of delivery. We cannot accept or process any claims for deliveries over 72 hours. To submit your claim, go to MY ACCOUNT, select the order, click on Contact and finally choose the option: I have checked the tracking and I have a problem with the delivery of my order.
For high-value items, we strongly recommend recording a video while opening the package so that, in the event that you need to file a damage claim, you can successfully prove the damage or missing items. Claims may be rejected if they are submitted without photos or videos taken at the time of delivery showing the damaged package or demonstrating the loss of the items, and/or without a copy of the report completed by the driver at the time of delivery, and/or without an invoice or receipt proving the value of the goods. You must send us your claim in writing within 72 hours of the date of delivery. We cannot accept or process any claims for deliveries over 72 hours. To submit your claim, go to MY ACCOUNT, select the order, click on Contact and finally choose the option: I have checked the tracking and I have a problem with the delivery of my order.