Returns, Refunds & Exchanges

The Right of Withdrawal

Pursuant to art. 52 of Legislative Decree 206/2005 (Consumer Code), the consumer has the right to communicate their intention to make a return or exchange within 14 days from the date of receipt of the item, by means of an explicit statement on a durable medium.

Users who do not act as Consumers do not enjoy the right of withdrawal.

Exercise of the right of withdrawal

To exercise the right of withdrawal, the User must send the Owner an unequivocal communication of their intention to withdraw from the contract.

To this end, the User can send a WHATSAPP MESSAGE to the customer service number +39 3939787389, specifying the order number, the item(s) to be returned, and the optional reason for the return.

However, the User is free to express their intention to withdraw from the contract in any other suitable form. To comply with the period within which the right must be exercised, the User must send the withdrawal statement before the withdrawal deadline expires.

Withdrawal methods

Via Courier

Once the return has been communicated, the User can use the contracted courier and must arrange the return within 14 days from the day they communicated their intention to withdraw from the contract. The deadline is met if the delivery of the goods via courier takes place before the 14-day period expires. The return should preferably be made using the original packaging, including all elements provided to protect the product, and the return label provided once requested by sending a WHATSAPP MESSAGE to the customer service number +39 3939787389 must be affixed to it. Please note that the original box containing the shoes is an integral part of the product and must be returned in perfect condition, without damage or signs of use. In case of a damaged, ruined, or used box as packaging for the shipment, the return will not be accepted and the refund will not be made. We invite customers to adequately protect the original box by using additional packaging for the shipment. Inside the return package, the User must also include a copy of the purchase order received at delivery. For returns made outside the European Community, three additional copies of the document must also be delivered to the courier for customs clearance operations.

Via Store:

If the return is to take place at one of our stores, the return of the goods must take place within 14 days from the date of receipt and the product must be accompanied by a copy of the return form received at delivery. The User can request authorization for the return of the goods at one of our stores by sending a WHATSAPP MESSAGE to the customer service number +39 3939787389.

For purchases made from 08/05/2024, returns using the contracted courier will be free of charge in Italy. The company reserves the right to apply this change to the return policy for a period of time at its discretion. Any reintroduction of a deduction from the purchase refund, and the related effective date, will be communicated to customers with a new modification to this policy.

For returns on purchases made from European countries, we reserve the right to apply a shipping cost contribution of €8. For purchases made from non-European countries, the cost will be equal to the shipping costs communicated at checkout.

Exchanges

All exchanges must be communicated by sending a WHATSAPP MESSAGE to the customer service number +39 3939787389 no later than 14 days from receipt of the item. When the customer decides to make an exchange, it is necessary to also indicate the item and size with which they wish to make the exchange.

As soon as the product is returned and checked, we will proceed with the shipment of the requested exchange item. Alternatively, it is possible to request the collection of the new item at one of our stores.

The first exchange in Italy is free of charge, as the first return does not involve costs for the customer. For any subsequent exchanges or returns, we reserve the right to apply a shipping cost of €8.

For exchanges on purchases made from European and non-European countries, shipping costs equal to those applied on the previous purchase will be charged.

Shipping a return

If the User wishes to use the contracted courier Guja for the return shipment, they must:

request the return label shipment from Guja;
once the return label is received by email, which must be printed and affixed to the package, they can proceed with the shipment;
then they can take the shipment to a pickup point of the courier entrusted with the shipment;

Refund

In case of properly exercised withdrawal, we will refund the amount paid by the User. The refund will be made using the same payment method used for the purchase, within a maximum of 14 days from the date the goods are verified, after receipt.

The User is responsible for any reduction in the value of the goods resulting from use of the goods other than what is necessary to establish their nature, characteristics, and functioning.

The company refunds all payments received including, if made, those related to delivery costs to Users who have properly exercised the right of withdrawal.

However, any additional cost resulting from the choice of a particular delivery method other than the company's cheapest standard delivery will be borne by the User.

In case of unauthorized or late returns, the package will be sent back to the sender with shipping costs charged to the customer. The shipment will be made only after payment of the costs or receipt of a prepaid label from the customer.

Improper Use of the Return Policy

In case of systematic and improper use of the return policy, such as repeated orders followed by almost total returns without a real intent to purchase, or a degree of wear of the returned product that cannot be justified by a simple trial or normal use, we reserve the right to cancel future orders and limit access to our services for customers who demonstrate abnormal and abusive behavior.

For more information, please refer to our Policy Terms and Conditions.

For any information or questions, do not hesitate to Contact Us.