What should I do if I receive something damaged, wrong or if I don’t like the product?
If you received something damaged, faulty or wrong, please send an email to firstname.lastname@example.org, providing your order number and the picture of the item. We’ll find the best solution together. If you don’t like the item you have received, you have 30 days to return it. For more information, please email email@example.com
Is return free?
No, the return is usually not free outside Italy.
Can I choose to replace the product instead of getting a refund?
If you don’t like the product you have purchased or you chose the wrong version, please contact our customer service. Once we receive the return and make sure the merchandise is in good condition, we’ll send you a replacement with the same value of the return.
When does the replacement order ship?
The replacement order ships once we have received and checked the return item(s).
The return process takes up to 7 working days, starting when we receive the return.
Will I pay again the shipping costs for the replacement order?
No, you won’t pay the shipping costs for a replacement order.
How long do I have to return an order?
The goods can be returned within 30 days from the date you have received them.
By when will I receive my refund?
You will receive the refund within 5 working days from the time of receipt of the items, subject to an integrity check.
How will I receive the refund for orders paid with bank transfer?
The refund will be sent by bank transfer, as soon as the return has been processed. In order to receive the refund, please email your bank details (IBAN, Name, Last Name and SWIFT code) to the customer service.
Will I get refund if I refuse a package outside of Europe?
If you refuse a package outside of Europe, the return costs will be deducted from the refund. If return costs are higher than the value of the order, we’ll not be able to refund you.