RETURNS AND REFUNDS
Can I return any product, even if I just changed my mind?
From the delivery of your order you have 14 days to request a return, whatever the reason.
The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all its tags and accessories.
Can I change the size or color of a purchased product?
Of course, you just need to activate the online procedure to change the size or color of the product you purchased or change directly in store.
If you are a registered user:
1. log in to your profile
2. enter the "My orders" section, select the order that contains the product you want to change and click on "Change". During the request you can indicate the date and time slot in which you prefer the courier to come and collect your product. Make sure you choose a date that is no more than 14 days after you started your request.
3. remember that your return must be taken care of and accepted by our warehouse before the procedure for sending your new order is activated.
If you are an unregistered user:
- go to the "Customer Service - Request your Return or Exchange" section, a pop-up will open that will allow you to enter your email and order number and thus make your exchange online.
I am a Registered User: how can I request a return via courier?
You have 14 days from delivery of the order to request a return and a further 14 days to send the products back.
As a Registered User you can send us the return request directly from your personal account:
1. log in to your profile
2. enter the "My orders" section, select the order that contains the product you want to return and click on "Request a return". Make sure no more than 14 days have passed since you initiated the request.
3. Make sure you protect your products by choosing appropriately sized packaging.
It is not possible to use the same return label for multiple packages.
Your package will be taken care of by our Quality Control Office which will verify the conformity of the return. In case of a positive outcome, after a few days you will receive a confirmation email with the refund arrangement.
If your return is not compliant, you will be contacted by our Customer Service.
Remember that the return can only be sent to Italy. If shipped from a different country, it will be blocked in customs.
We recommend that you choose a traceable delivery service, so that you can follow your shipment at all times.
I am not a registered user: how can I request a return via courier?
You have 14 days from delivery of the order to request a return and a further 14 days to send the products back. The procedure is simple and fast.
You can, through the menu item "Customer Service - Request your Return or Exchange" carry out the return and/or exchange process even without being registered.
Simply follow the information in the pop-up that opens.
Your package will be taken care of by our Quality Control Office which will verify the conformity of the return. In case of a positive outcome, after a few days you will receive a confirmation email with the refund arrangement.
If your return is not compliant, you will be contacted by our Customer Service.
Remember that returns can only be shipped from the country where you received the order. If it is shipped from a different country, it will be blocked in customs.
We recommend that you choose a traceable delivery service, so that you can follow your shipment at all times.
Can I return my online order to the store?
It is possible to make a return directly in the store.
Do I have to activate an online procedure to return to the store?
No, but you must request an appointment by calling customer care because on holidays or days before holidays it is not possible for technical reasons to make the change.
Is it possible to exchange and return products from the same order?
Yes, it is possible. On the "My orders" page you can decide whether to make a return or an exchange for each product in your order.
Remember that to make a return and an exchange you will have to follow two different procedures. At the time of requests, you will be provided with all the information and you will receive a summary email for each procedure.
I received a damaged or faulty product, what should I do?
In case of defects of any nature you can easily make a return.
If you are a Registered User, log in to your account, go to the "My orders" section, select "Request a return" and specify the problem encountered.
If you are not a Registered User, you can still carry out the return procedure online.
After receiving the return and verifying the damage, we will forward the refund request. Please remember that we cannot accept items that are not in the same condition you received them. We will regularly update you via email until the refund has been confirmed.
When will I receive the refund?
As soon as your return is delivered to our warehouse, the Quality Control Office will carry out the appropriate checks. If successful, we will send you an email to confirm the return and the refund arrangement. The crediting times depend on the internal procedures of your credit institution.
If I return an order paid for in cash, how will the refund be received?
You will only need to have the IBAN corresponding to a valid bank or postal account available. We will make the refund to this account via bank or postal transfer.
Can I demonstrate that a return has been collected by the courier?
Yes, you can easily obtain proof of collection of your return by the courier by printing the email containing the return instructions and having it signed by the courier himself. We recommend that you also include the collection date and time on the printout.