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 email@example.com providing your order number and a picture of the item. We’ll find the best solution together.
If you don’t like the product you have received, please email firstname.lastname@example.org providing your order number and we will send you the instructions to proceed with the return.
Is the return free?
No, the return is not free outside of Italy.
How long do I have to return an order?
The goods can be returned within 30 days from the day you have received them.
Can I choose to replace the product instead of getting the 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 returned item and make sure the merchandise is in good condition, we’ll send you a replacement.
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 from when we receive the return item.
Will I pay the shipping costs again for the replacement order?
No, you won’t pay the shipping costs for a replacement order.
By when will I receive my refund?
You will receive the full amount paid 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 (Account Number, 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 will not be able to issue a refund.