how does your return policy work?
we hope you love everything that you order from us, but don’t worry if something isn’t quite right. you have 14 days upon receipt of your order to return your item(s), or to exchange them for a different size of the same item(s). once you open your return or exchange request, you have 15 days from when you submit your request to send your item(s) back to us.
please note that all returned items must be unworn, unwashed, complete with original tags and/or packaging. items returned in non-resalable conditions, won’t be eligible for refund, and we will need to send them back to you.
Due to hygiene reasons, underwear cannot be returned. Of course, if there is a manufacturing fault with your garment, you are eligible for return and full refund.
if returning footwear, please use an outer packaging to protect the shoe box. it is part of the product, so any damage to the shoe box may result in the return being refused.
how can i send my item back to you?
we provide two methods to return your items back to us. you can pick the one you prefer when opening your return or exchange request (rma).
- automatic method:once you open your return or exchange request, we will arrange the pickup of your parcel wherever you wish. you will need to pack the items in their original box (or any rigid carton box), stick the shipping label (we will provide it) on the box, download the return slip from your account, and wait for the courier. before collecting your parcel, the courier will get in touch to confirm the pick up time.
- own method:once you open your return or exchange request, you will take care of shipping your items back to us, picking the courier and shipping service you prefer - we recommend using a trackable shipping service. below is our shipping address for returns:
Via Alfredo Pizzoni 1
are returns free?
no, they’re not. if you pick your own method to send your items back to us, you will choose the shipping service you prefer. if you pick our automatic method, we will deduct the return shipping costs from your refund. Please find below the estimated time of arrival and cost of our shipping service.
how can i open a return or exchange request?
to open a return or exchange request (rma) you should follow the below steps:
1. access the "order history" section on your account
2. select the order which includes the items you want to return, and click on "open rma"
3. tick the items you wish to return
4. choose if you want to return or exchange your items (in case of exchange, you will need to tap the size you want to get)
5. pick your return shipping method (if you pick the automatic method, you will need to confirm or change your shipping details)
6. click the "submit your return request" button
in case of exchange, as soon as your open you rma, a new order for the new size is automatically created. you will receive an email update for your new order. we will ship your new order as soon as we receive your original item back.
from now on, you will be able to check your return status on the "returns" section on your account.
will i pay import duties?
when returning items from outside the eu, you may incur import duties. they are charged once the parcel reaches its destination country, and customers must take charge of them.
please note that we will deduct any eventual import duties related to your return from your refund. for exchanges, we will ask you to provide your payment before sending out your new size.
how long do i need to wait to get my refund?
we usually take care of refunds within 2 business days upon receipt, and you will receive an email update as soon as we process your return. we issue refunds through the same payment method you used for your order.
paypal refunds will appear immediately on your account. credit card refunds may take up to 10 business days before showing up, due to varying processing times among payment providers.
please note that shipping costs are not refunded. this applies both to the original shipping costs and to the return shipping costs (if you choose our automatic method).
how long do i need to wait to get my exchange?
we usually take charge of exchanges within 2 business days upon receipt of your original items. estimated delivery time varies according to your destination country, but you will be able to track you parcel while it’s in transit.
please note that if you are based outside the eu, you could incur import duties when returning your item to get a new size. customers must take charge of any eventual import duties, and we will send you a payment request for them. once you have provided your payment, we will process your exchange.
can i return an exchanged item?
yes, we allow returns of exchanged items, and they work the same way as standard returns. you have 14 days upon receipt of your new order to return your items or to exchange them for a different size of the same items. in case of return, we will deduct the original shipping costs - if any - from your refund, as well as the return shipping costs if you pick our automatic method.