Delivery and Returns
The following conditions apply to the final customer.
The shipping destination of our products is limited to the countries listed in the table below.
To find out more about the possibility and the cost of shipping to other countries, please contact us on firstname.lastname@example.org
Orders are shipped from Monday to Friday. The preparation and transit times given below are considered to be only working days (non-holidays).
For orders over € 75.00, shipping costs are free.
|€ 5,00||€ 5,00||€ 9,00||€ 14,00||€ 14,00|
|CTT Expresso||CTT Expresso||TNT||TNT||TNT|
|2-5 working days||3-7 working days||2-5 working days||2-5 working days||3-7 working days|
|Balearic Islands||Denmark||Czech Republic||Republic of Cyprus|
|UK - Islands||Slovenia|
Exchange and Returns Policy
1. Right to freedom of resolution of contract
According to the applicable legislation if you are contracting/purchasing as a consumer, you “the customer” have the legal right to terminate/cancel the contract within 14 days after its conclusion without giving any reason.
In the case of cancelling a contract this period will expire 14 days after the day on which the customer (or a third party indicated by you) physically receive the products ordered. To exercise this right the customer has the following options:
- If you have not received the "Confirmation of Shipment", which means that your order has not yet been shipped, you can send an email to email@example.com clearly stating your wish to cancel the order. You can also do it through the website using the contact form.
- If you have already received the "Confirmation of Shipment", which means that your order has already been shipped, you must wait for it to be delivered to you. You must then complete the return form and return the order.
1.1 Effects of termination of contract
If the customer exercises the right of termination/cancelation before the shipment of the order, it will be cancelled and the total amount paid for the products will be refunded.
If the customer cancels after the order has been shipped, and before the end of the 14 days period after receipt of the order, we will refund the amount paid for the products, including delivery costs.
The arrangement of transport of the products to be returned to our premises, as well as the respective costs are always the customer's responsibility. Upon receipt at our premises of returned products and confirmation by our team that the products are complete and in the same conditions in which they were shipped, we will refund the amount paid through the same payment method which the customer used for the original transaction.
We cannot action refunds for products that do not arrive at our premises or that are not received under the same conditions in which they were shipped, see 3) Conditions for the exercise of the contractual right to return the products.
2. Contractual right to return products
The customer has 14 days after receiving the products to return them and/or make an exchange. This right may be exercised for all products purchased or only for part of the products included in an order.
For this purpose, you must fill out the return form, sent with your order, indicating the reason for the return and if you want to make an exchange for another style or size, or if you want return the product and receive a refund of the amount paid. As defined on point 1.1, the arrangement of transport of the products to be returned to our premises, as well as the respective costs are always the customer's responsibility.
If you choose to exchange for another product or size, and once we have received the returned products at our premises (see point 3.), a discount voucher with the value of the returned products will be issued and sent by email. This voucher can be used to pay for the new order on the website and must be entered at the checkout process in the "Promotional Voucher" field.
In case of an exchange/return of the entire order, the original shipping costs paid by the customer will be refunded. In the case of a partial order exchange/refund, only the value of the returned product will be credited.
If you choose to return the total order, after we have received the returned products and verified that they comply to the return conditions as defined in point 3., we will refund the amount paid through the same payment method that the customer used for the original transaction.
3. Conditions to exercise the contractual right to return products
The contractual right to return the products applies exclusively to products that can be returned under the same conditions as the customer received them. There are no exchanges or refunds for products that have been used, or that labels have been removed and/or cut, or that have been damaged by the customer. Any alteration to the products other than simply opening of the respective packaging invalidates the possibility of return or exchange.
You must return the item using or including the original packaging and should also include:
- The order confirmation number of the order and / or copy of the invoice / receipt.
- The completed return form.
- All labels and packaging of products.
Once the returned products have been received, our team will carry out the inspection, verifying that they are in the exact conditions in which they were dispatched, including all labels and parts of the product, without having been worn or damaged by the customer.
Then we will analyse the original order and the return form, validating the option chosen by the customer; exchange or return. If the return has been made within 14 days, and the product meets all the necessary requirements described above, the exchange or return will be confirmed by sending an e-mail with the "Confirmation of Return" of the order (or partial return of the order) and confirm the option chosen by the customer.
If all the above conditions are not met, the return will not be accepted and an email will be sent stating the reasons why it was not accepted. The customer has the option to request the re-shipment of the products not accepted for return, being that the costs of re-shipping will be paid by the customer.
4. Faulty products
Our products are subject to quality inspection, however, should you consider that, upon receipt, the product has defects originating from production, the customer must contact us through the contact form, identifying the order number, explaining the defect and if possible attaching photos. This process must be done as soon as the order is received and/or the potential defect identified, but always within 30 days of receipt of the order. Your e-mail will be analysed and we will confirm if it is in fact a defect or something inherent in the manufacturing process.
- If it is a defect, we will substitute the product without cost involved for the customer, ie the return and re-shipment of a new product costs will be our responsibility. In this case the return will be made by our courier and we will contact you to schedule the collection.
- If it is a detail inherent to the manufacturing process the product cannot be returned as a defected/faulty product. However, the customer still has the option during 14 days from the date of receipt to return the product requesting an exchange for another product or a refund of the amount paid. In this case the procedure for exchanges and returns defined on points 2) and 3) are applied, therefore return shipping costs are supported by the customer.
5. Exchange for another size
Before selecting which size to order, you should review the "Sizing Guide" available on the website and check which measurements best suit you. This step helps to avoid size exchanges and consequent delays in receiving and wearing your product.
However, if the purchased product is not the appropriate size, the customer has the possibility to request the size exchange, in this case the return shipping costs will be paid by the customer, but the re-shipment costs of the new size will be supported by us. Apart from this option you still maintain right of withdrawal, which continues to exist, both from a legal perspective or from a contractual perspective. The advantage of this option is that the client does not incur any costs of us re-shipping the new size.
To request the exchange simply follow the steps indicated for returns, by filling in the Return Form and ticking the "change of Size” box, also indicating the new size required.
The original product will have to be returned without any delay, and never after 14 days period from the day of receipt of the original order.