Returns and refunds
Can I return any item, even if I simply change my mind?
You have 14 days from when your order was delivered to request a return, whatever the reason. You can return items via our courier. The following FAQs will provide all the necessary details.
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 of its tags and accessories.
Can I change the size or color of the item instead of returning it?
Unfortunately this time it is not possible to exchange items. If you need a different size or color, you can simply return the product following our easy and free procedure and then place a new order.
I have received a damaged or faulty product. What should I do?
In the case of any kind of defects you can return the item easily.
If you are a registered user, log in to your My Account account, go to My Orders, select "Request Return" and specify your problem.
If you are not a registered user, please contact our Customer Services Department.
After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.
I am a Registered User: how can I return a product?
You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.
As a Registered User you can send us your return request directly from your My account:
1. go to your profile page
2. go to the "My Orders" section, select the order that contains the product you want to return and click on "Request Return"
3. you will receive an email with the label to print and apply to the package, the tracking number to track the delivery and the telephone number of DHL
4. be sure to protect the products by choosing a box of an appropriate size
5. arrange the collection of the package with DHL: call the phone number provided in the email or go to www.dhl.com. Make sure that no more than 14 days have passed since you requested to return the item.
N.B. If you decide to return products from the same order at different times, you must start a separate return procedure for each request and comply with the instructions provided herein in each case.
As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
Finally, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a trackable delivery service, so that you can trace your package at any time.
I am not a Registered User: how can I return a product?
Guest Return procedures are temporarily not available. For more info please contact our customer care.
After delivery, you can request to return one or more products for any reason whatsoever. Please make sure your return request complies with all the following conditions:
- The authorisation must be requested within 14 days from delivery of the order, by filling in the online Return form in your account or, alternatively, if you don't have an account you can make your request from the link "Return request" ;
- The products you wish to return must be exactly as you received them, unused, unwahsed, not altered or damaged in any way ;
- Any accessories or special packaging included with the items (such as shoe boxes or dust bags) must be returned with the products ;
- The parcel must be shipped from the same Country where you received it ;
- The parcel must be shipped within 14 days from when you receive the return authorisation You can find more detailed information on how and when return your items in the following FAQs.
When will I receive the refund?
Once we receive the returned products at our warehouse, we will check that return conditions have been met (products are in the same condition as you received them, complete with any accessories, and are received on time). Please note this check may take up to one week. Once the products have been checked and accepted, we will send you an email to confirm we have requested your refund. Your account will be credited within 7 to 14 working days, depending on your bank.