Refund policy

 

RETURN AND REFUNDS

 10. RETURN OF NON-CONFORMING PRODUCTS

10.1. In case of ascertained non-conformity of the Product, due to noncompliance with the order, damages or defections previously verified by the Seller, the Customer, as already set out at point 6.5 of the present General Sales Conditions, the Customer is entitled to ask the repair or replacement of the non-conforming Product or, where these remedies are not possible or overly burdensome, he is entitled to require a reduction in the purchase price or the rescission of the sales contract.

 

10.2. In order to be able to ask the repair or replacement of non-conforming Products, the Customer must return them following the procedure described at the page “Returns and refunds”, in which a differentiation is made between orders submitted by a registered User (with user account) and orders submitted by a guest User (without user account). After receiving the request from the Customer, the Seller will provide a feedback via-email, communicating where and how to ship or hand-deliver the Product to the Seller and specifying that the Product itself will be subject to a careful conformity assessment.

10.3. Product return will be, in any case, at Customer’s expenses, including eventual additional costs due to importation taxes and/or customs duties.

10.4. The Seller reserves the right to request photographic proofs before authorizing the return of non-conforming Products.

10.5. Once the returned Product is received, the Seller will verify the actual existence of damages or defections and will ascertain that these are not imputable to the Customer or to the normal use of the Product. In fact, the legal warranty excludes the so-called “subsequent defects”, that is defects resulting from normal use of the Product or due to its faulty or poor maintenance.

10.6. In case the Product presents flaws, defections or damages imputable to the Customer or to the normal use of the Product, the Seller will notify the Customer, via e-mail, specifying the reasons for the non-applicability of the legal warranty remedies and describing the modalities for the retrieval of the returned product, with relative total costs exclusively at Customer’s expenses. In this case, the Customer must reimburse the Seller of the costs incurred for Product return (conformity assessment and transportation).

I'M MISSING AN ITEM FROM MY ORDER. WHAT SHOULD I DO?

We’re sorry if there’s an item missing from your order. Before contacting our Customer Care team, please check the following:

• Separate parcels: We may have shipped your items in separate packages. Check your emails to see if some items are arriving separately.
• Out of stock: The item you ordered may have been out of stock. Please check your emails (including your junk/spam folders) to see if we've notified you about this.
• Multiple orders: If you’ve placed multiple orders close together and they are being shipped to the same address, your orders may have been combined and split across several parcels. You can check the tracking information to see if your orders have been shipped together.

If an item is still missing, please contact us with your order number and the missing item’s name and number. We will resolve the issue as quickly as possible.

I’VE CANCELLED MY ORDER. WHEN WILL MY MONEY BE AVAILABLE AGAIN?

If you've cancelled an order through your account, we will process your refund as soon as possible. However, depending on your chosen payment method at checkout, the time it takes for the money to become available again may vary.

CAN I RETURN AN ITEM IF I SIMPLY CHANGE MY MIND?

You have 3 days from the delivery date to request a return, for any reason. Please note, you will be responsible for the return shipping costs.

The product must be returned in the same condition as received: unworn, unwashed, unmodified, and with all labels and accessories intact.

We do not offer refunds, but you can exchange the item for another product of the same value or receive a store voucher for your next purchase. This also applies if you wish to change the size or color of an item.

I RECEIVED A DAMAGED OR FAULTY PRODUCT. WHAT SHOULD I DO?

If you receive a defective item, you can easily return it.

• If you are a registered user, log in to your account, go to "My Orders," select "Request Return," and specify the issue.
• If you are not registered, you can still return the item by selecting "Customer Services/Return" from the menu.

Once we receive and inspect the returned item, we will process the refund request. Please note that we cannot accept items that are not in the same condition as when received. We will keep you updated by email throughout the process until the refund is confirmed.

WHEN WILL I RECEIVE MY REFUND?

Once your returned item reaches our warehouse, the Quality Control Department will conduct the necessary checks.

If the return is approved, we will send you a confirmation email. You will be able to see the refund credited to your account within a few days.