1.2 To exercise their right to return, the Customer must use the relevant Online Return Form, or the Paper Return Form.
1.3 In the event of a return, the Customer must return the products to the Seller within 14 (fourteen) days by one of the following methods:
1.3.1 - By sending the products to be returned to the address given on the Return Form using the Seller’s chosen seller as indicated on the form. The products can be sent using the pre-printed and pre-paid document found inside the package that the products were sent in. The Customer will not be charged for this return method; costs will be covered by the Seller. Please contact UPS (or go to www.ups.com) to arrange pick up.
1.3.2 By sending the product/products to be returned to the address indicated on the Return Form using a courier chosen and booked directly by the Customer (in which case, the Customer will bear all shipping costs).
1.3.3 By dropping off the product/products to be returned to the address indicated on the Return Form (the Customer must drop off the product/products to be returned together with the Return Form, and also present a suitable form of identification).
1.3.4 If the products were picked up directly from a Boutique, the Customer can drop the products off at a Boutique.
1.4 Products must be returned intact, in their original packaging (including any accessories, labels, tags, seals etc.) having only been tried on, with due care, for the time strictly necessary to establish their nature, characteristics and size, and without signs of wear or soiling, in accordance with the following conditions:
- The right of return applies to the whole product (including accessories such as labels, tags and seals); it is not possible to return just part of a product purchased.
- In the cases indicated in points 1.3.2, 1.3.3. and 1.3.4, the Customer remains responsible for the products during shipping until confirmation of their receipt by the Seller. Therefore, if products are damaged during shipping, the Seller will notify the Customer so that they can lodge a complaint with the courier and obtain compensation; the product will be made available to the Customer and the return request will either be cancelled or the Customer will be informed of the reduction in the value of the product and relevant refund amount.
- The Seller will not be held liable in any way for damage, theft or loss that occurs during or as a result of the shipping of returns made by the methods in points 1.3.2, 1.3.3 and 1.3.4.
1.5 The Seller will refund the Customer the full amount paid within 14 (fourteen) days of the return date. The Seller may withhold the refund until receipt of the returned product or until the Customer demonstrates that they have sent the product back correctly, whichever is first.
1.6 Unless otherwise agreed, the Seller will refund the Customer the full amount paid using the same payment method used by the Customer. If the original payment was in cash, the refund will be made by bank
transfer using the bank details provided by the Customer on the Return Form. In no case will the Customer be charged for the return.
1.7 Once the products have been returned, the Seller will check that they meet the terms and conditions given in this document. If products fail these checks, the Seller will inform the Customer by email of the decrease in value of the returned products resulting from non-compliance with the conditions outlined above. At the same time, the Seller will inform the Customer of the amount that will be deducted from the refund, unless the Customer, at their own expense, wishes for the products to be returned to them in the state in which they were returned to the Seller.
1.8 In the event of forfeiture, for any reason, of the right to return, the Seller will return the product purchased to the sender, charging them the shipping costs and, where already refunded, the product price.
1.9 For further information on the terms and conditions for returns (including refund methods) and the product exchange service, see the Returns and Refunds section.
Due to Brexit, the exchange service is temporarily unavailable.
In certain cases, as outlined on the Online Return Form, the Customer can request the exchange of the product purchased for other products as an alternative to a refund of the price paid for the product returned.
Product exchanges are subject to the following conditions:
a. An exchange is only possible where the option is expressly given on the Online Return Form.
b. The Customer may request the exchange of one or more products purchased for the same item but in a different size and/or colour. Products that can be exchanged and the options available are given on the Online Return Form.
c. The Customer may request the exchange of one or more products within 14 (fourteen) days of delivery of those products by filing out the Online Return Form and sending it electronically to the Seller by this date. The products to be exchanged must be sent to the Seller within 14 (fourteen) days.
d. The Customer may request one exchange only per product purchased.
e. The product must be returned intact, in their original packaging (including any accessories, labels, tags, seals etc.) having only been tried on, with due care, for the time strictly necessary to establish their nature, characteristics and size, and without signs of wear or soiling.
f. Where products to be exchanged are part of a single order, they must be sent back to the Seller in a single shipment. The seller reserves the right to refuse products belonging to a single order that are returned at different times and in different shipments.
If the conditions above are fully met, once the Online Return Form containing the exchange request has been filled in and sent, the Seller will process the request and send the Customer confirmation via email. If the conditions above are not met, the Seller will inform the Customer and send the products back to the Customer at the Customer’s expense.
Once the products to be exchanged have been received, the Seller will carry out the necessary checks on the returned products and will then check the availability of replacement products in the warehouse.
If the products to be exchanged are not available in the warehouse, the Seller will not be able accept the exchange request and will refund the Customer the price paid for the returned product in accordance with the Right to Return. In any case, the Customer will be contacted by the Seller if their exchange request is not possible.
If, however, the products requested for exchange are available in the warehouse, the Seller will accept the exchange request and will send the Customer an email confirming dispatch of the replacement product. The replacement product will be dispatched within 30 days of the exchange request once the condition of product to be exchanged has been checked. Shipping costs will be covered by the Seller, who will use its own courier.
LEGAL GUARANTEE OF CONFORMITY
All products sold by the Seller are covered by the legal guarantee of 24 (twenty-four) months for defects under Title III of Italian Legislative Decree 206/2005.
The legal guarantee of conformity is only valid when the product is used correctly for uses for which it is suitable and following the instructions for use and washing contained in or supplied with the product itself.
The Seller must be informed of product defects within 2 (two) months of their discovery. Defects can be reported to the Seller by writing to Customer Care.
In the event of defects, the Customer has the right to request the product be repaired or exchanged. If these remedies are not possible or excessively costly, the Customer has the right to a reduction in the price paid or the termination of the sale contract in accordance with Article 130 of the Consumer Code.
Once received the product under guarantee has been received and checked, the Seller will repair or replace it as soon as possible, except, in accordance with Article 130 of the Consumer Code, in cases where this is impossible or excessively costly.
Any legal action regarding defects must be begun within 26 (twenty-six) days of receipt of the product in question.