Returns
Returns, Exchanges and Right of Withdrawal Policy
If, for any reason, you are not satisfied with your order, you may return it for an exchange or refund within 14 days from the date you received your order, in accordance with the conditions set out below.
How to Request a Return
To start a return, exchange or withdrawal request, a dedicated digital procedure is available on the “Request Withdrawal” page.
The customer can access the procedure:
- from their account area, in the “My Orders” section;
- or, if they do not have an account, by entering the order number and the email address used for the purchase
The request must be submitted within 14 days from the date of receipt of the order.
The procedure allows the customer to select the products concerned, indicate the delivery date and choose between a refund, exchange or discount code.
Customer Service remains available for assistance, but the digital procedure is the main channel for correctly registering the request.
Conditions of Returned Products
Products must be returned:
- new
- unworn
- unwashed
- free from any signs of use
- complete with the original packaging intact
For hygiene and health protection reasons, stockings, tights, underwear and similar items can only be accepted if they are unworn, not tried on and with the packaging intact.
If the product has a hygiene seal, film, band, sealed packaging or any other protective system, its removal, opening or tampering may result in the exclusion of the right of withdrawal, where the product is no longer suitable for return for hygiene or health protection reasons.
All returned products will be inspected upon receipt. If they do not comply with the stated conditions, the return may be refused and the product may be sent back to the customer.
Return Shipping
In the case of untracked shipping, we cannot be held responsible for any loss and it will not be possible to proceed with a refund or exchange if the return is not received.
We are not responsible for delays, loss or failed deliveries due to incorrect addresses provided by the customer.
Exchanges
The first exchange for each order — including the shipment of the replacement item — will be carried out at our expense.
Any subsequent exchanges relating to the same order will instead be at the customer’s expense.
Refunds
The refund will be issued after the returned products have been received and inspected.
In the case of withdrawal from the entire order, the refund includes the amount actually paid for the products, net of discounts, coupons or promotions, and the refundable standard shipping cost provided for by law.
If the customer has chosen a more expensive shipping method than the available standard shipping, such as express shipping, insured shipping or additional services, the difference remains at the customer’s expense.
In the case of a partial return, the initial shipping cost will not be refunded, unless otherwise assessed on a case-by-case basis.
The costs for returning the products are borne by the customer, unless otherwise indicated or agreed with Customer Service.
