Returns and refunds
For ready-made products
In base of the Italian Consumers Code, as stated by the Law Decree No. 21/2014 and in line with the EU regulations, the client has the right to return the product and receive a refund, with no need to specify a reason for it, if the return/refund is asked for within 14 calendar days since the date of delivery (receiving) of goods. To ask for a return/refund, the client must send an email to the address [email protected]
containing the following information:
Mail object: return/refund request
Order number: the number shown on your order confirmation email when you made the order
Client info: first name, last name, phone number, email address
Product name and code as shown on your order confirmation email when you made the order
Payment method: the refund will be made to your original payment method (credit card, Paypal account, bank account, depending on how you paid for your order)
After sending this email, the client will need to ship the product back, via tracked mail or courier. A printed copy of the return/refund request email will be placed in the package, and the client will email to [email protected]
the proof of shipping (tracking number for the return shipment). Shipping costs for returning the product are responsibility of the client. The refund of the product price will be made within 14 calendar days since the day that the return/refund request was sent by the client as described above. The refund will be made only if, by these 14 days, we received the product back or we received the proof (tracking number) that the return shipping was made.
IMPORTANT NOTE: the time between the moment we make the refund and the moment when the money actually reach your bank account/paypal account/credit card depends on your bank/credit card. This time depends on the bank and credit card used. Paypal refunds usually take around 2 business days to get to you. Please note that the refund will only be issued to the credit card used for the order. Normally credit appears within two months. In case the recipient of the product does not correspond with buyer of the product, a credit will be refunded to the original buyer and credit card holder. Wire transfer refunds usually take place within 10-14 days. The refund will only be issued to the same account from which the wire transfer payment was made for the order.
The client will receive the whole amount that was initially paid for the product, including the shipping costs (and not including the return shipping costs). Please be aware that any international customs duties and taxes that you may have paid if you are outside the EU will not be refunded. To receive back the whole amount initially paid for the product, the product must be returned in its original state, not worn, clean and intact, with all tags attached and in the original package. Failing to meet these requirements will result in a diminishing of the product value, which will be subtracted from the total refunded amount.
For custom made/made to measure/personalized products
Although returns and refunds for these products are not mandatory by the Italian and European law, we want to make sure our clients are completely satisfied with their purchase, which is why returns and refunds are accepted even for custom made/made to measure/ personalized products, under the following conditions:
- The item is damaged during shipping process due to improper packaging
- The item has visible defects due to the manufacturing process
- The item has PROVABLE wrong characteristics due to seller’s fault (wrong size, wrong color, wrong fabric)
The procedure for the return/refund of custom made/made to measure/personalized products is the same as for the ready-made products, with one exception: the term by which the return/refund can be requested is 7 calendar days since the receiving the goods, instead of 14 calendar days.
Returns for custom made/made to measure/ personalized products are not accepted if:
- The client simply changes her/his mind about wanting the product
- The sizing is wrong because you provided wrong measurements
- You already used the item when you require the return