1. Return Instructions
We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, you may request a free return within 15 days from delivery of the items, following these simple steps:
• To access the request for a return, send us an email: firstname.lastname@example.org simply enter: your order number, the e-mail address used to place the order, the details and quantity of each item youd like to return and the reason for the return.
• Attach the adhesive label received in the original package, which includes our return shipping address, to the outside of box. If the a shipping label is needed, please contact our Customer Service Team.
• Inside of the parcel you also received a Return Proforma Invoice, please fill in, sign a copy and put it inside of the box. If you need a copy of the Return Proforma Invoice, you can download it here. If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Call the courier to schedule the collection of the parcel.
HOW TO BOOK A COLLECTION
• UPS: You can contact UPS via telephone by calling the UPS center dedicated to your country at the following link. Alternatively you can make your return through the website or by going to one of our UPS points that can be found at this link.
• DHL: You can contact DHL via telephone by calling the DHL center dedicated to your country. Alternatively you can book the collection through the website.
• OTHER COURIERS: You may select the courier of your preference, however in this case, the return shipping costs will be at your expense and will not be reimbursed. Please keep in mind that choosing to use your own courier can slow down the return process and the resulting refund.
Note – Return from China: according to Chinese custom regulations, parcels exceeded 5000 RMB are not allowed to export by an individual. You need to authorize a broker to prepare relative documents for custom clearance and submit the documents.
CAN I EXCHANGE MY PRODUCT?
We inform you that the purchased items can be replaced or exchanged.
WHERE IS MY RETURN?
You can track the journey of your return as soon as it has reached our carrier. The tracking number is provided on the return label that was enclosed with your original order.
You can use this number to track your order directly on the carrier website. If you’re unable to view tracking information straight away, this is likely to be because the carrier hasn’t collected the parcel yet and should be updated as soon as they do.
Once we verify the integrity of the items we will accept the return and process the refund. Verifying the items is expected to take 3 to 5 business days.
The refund will be made on the same payment method used for the purchase and in the same currency.
You should see the credit approximately within one week from our refund confirmation email. Exact timing will depend on banking procedures.
HOW CAN I HAVE A NEW RETURN LABEL
If you need a new return label, we can help you – just contact our customer service team, include your order number and we’ll send a return label to you.
METHOD OF REFUND
The refund method will follow the payment method:
• CREDIT CARD PAYMENT: the refund will be made on the same credit card use for the purchase; the necessary refund time depends on your bank.
• APPLEPAY PAYMENT: the refund will be made on the same credit card use for the purchase; the necessary refund time depends on your bank.
• BANK TRANSFER: the refund will be made through a bank transfer to a current account or postal account indicated by you; the time depends on your institution.
You will receive your refund within 14 working days from when the item arrives to our warehouse, you will receive an e-mail notification.
If your order has been shipped outside of the EU, the taxes and customs duty cannot be refunded by us: you can contact your local Customs Office, they might help you recover those costs.
3. General Information
GENERAL INFORMATION ABOUT RETURNS AND REFUNDS
You can generate your RAN within 15 days from the date of delivery of your items and ship your return within 2 days from the creation date of the RAN. I’s possible to return the items form a different country form the delivery address, however you will have to deal with the currier and all the expenses will be on you (shipping and eventual taxes and duties).
Return the item in its original condition: if the item you return does not match its original condition, we reserve the right to reject the refund and the item will be returned to you. If you return an item that is faulty, the shipping costs will be refunded.
It is possible to make a return and get a refund on the item, in both the cases, damaged products or if the items did not meet your needs, regardless of their quality (for example: wrong size).
Excluded from returns: beachwear, Sales Products
For more information on your Return Policy click here: you can find detail on the terms and conditions of the return, shipment and timing.
Our Customer Service is always available to answer any question regarding your orders, returns or refunds. Send us an email with your doubts and questions: we will be happy to assist you.