Returns and Refunds

RETURN TIMES:

Full-price products – Right to return within 14 days. Sale-price products – Right to return within 14 days.
Contact our Customer Service for more information or for assistance.

1. REFUNDS

We attempt to show you the colours of the products as accurately as possible. However, different computer screens may show colours in different ways, and we cannot guarantee that your screen will show you every colour perfectly. All products are certified as high quality and carefully checked when shipped. Should you receive a product that is not in perfect condition, please contact us immediately. Please send us all products for return in the same shipment to ensure that your return is processed as soon as possible. The products must be returned in their original packaging so that they are adequately protected during transit.

2. HOW TO RETURN A PRODUCT

If you are placing your order from the European Union where the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) apply, you have the right to cancel your order using our return service. If you have placed an order but are not yet registered, you can request the Return Authorisation Number (RAN) 

Click to learn more about how to read the prepaid label.

UPS: You can contact UPS by phone by calling the UPS centre in your country at the following link. Alternatively, you can return your product through or by visiting one of the UPS collection points in your country

DHL:You can contact DHL by calling the DHL centre in your country. Alternatively, you can book the collection through the.

BRT:You can book the collection through the .

FEDEX:You can contact FedEx by calling FedEx Customer Service on . Alternatively, you can book the collection through the.

DHL Paket: https://www.brt.it/en/home(24 hours before collection). Alternatively, you can book the collection through the website deliver the parcel to the nearest DP shop.

GLS: You can contact GLS via email at the following address: (email– 24h before pick-up) by sending the form .

OTHER COURIERS: You can select the courier you prefer. However, the return shipping costs will be at your expense and will not be refunded. Please note that choosing your own courier may slow down the return process and the final refund.

Stick the pre-printed label (sent with your original order) on the outside of the package. If you cannot find the pre-printed label, you can ask the Courier to bring one when they come to collect the package. Fill it in with the following information:

You will be notified by e-mail when your return is received and processed.If you would like to track the shipment of your return, just LOG IN at any time, visit the Orders section in ‘My Account’ and enter the above return authorisation number. If you are sending the package from a country outside the European Union, please fill in 5 copies of the Proforma Return Invoice. These documents are necessary for customs clearance and must be given to the courier. You will find the Proforma Return Invoice inside the package that was sent to you; you can also download a copy from .
If you are sending the parcel from Russia or the USA, please fill in 5 copies of the Proforma Return Invoice with the description and value of the item. These documents are necessary for customs clearance and must be given to the courier.

Cancelling your order as provided for by the Consumer Protection Regulations

If you are placing your order from the European Union where the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) apply, you have the right to cancel your order by sending us written notice no later than 14 days after the date of delivery.
You must send a communication specifying your wish to cancel the contract for the entire order to Customer Service no later than 14 days after receiving the products. Contact us by visiting the or write to us at:

Upon receipt of your cancellation notice, Customer Service will send you an e-mail with the Return Authorisation Number. Please enter this number in the Proforma Return Invoice that you will receive with your order and fill it in with the details required. Send us the Proforma Return Invoice with your return so we can process it immediately. If you lose your Proforma Return Invoice, you will need to download it from the link in the return authorisation e-mail received from our Customer Service, or you can download it .

We recommend that you insure the shipment for return as you are responsible for any damage to it until it reaches our warehouse. We also recommend that you use secure means to send the return to us and that you keep proof of your shipment, which may be required in the event of a dispute.

Please note that you will have to cover the shipping costs for the return, because our services cannot be used for orders cancelled, in accordance with the Consumer Protection Regulations (Distance Selling).

All products must be returned unused, in their original condition and from the country to which they were shipped. We will refund your entire order within 14 days of receipt of your cancellation notice. If we do not receive the cancelled order, we will make sure it is collected at your expense.

Please note that you can only exercise your right to cancel your order under the DSRs if you send us formal written notice of cancellation no later than 14 days after delivery of your order, as indicated above.

Additional information for returns

Goods may not be exchanged at the present time.
You must ship the return from the same country where the order was placed. We cannot accept returns from different countries.
Returns that do not meet the conditions described above, or with missing or incomplete customs documentation, will be refused and returned to the sender.
Your return package will be processed within a maximum of 7 working days from the date of delivery to our warehouse.

3. Receiving a refund

Once our warehouse has received your return and verified that all the conditions are met, you will receive your refund within 14 days.
Your refund will be credited to the credit card used for the purchase or to the bank account provided if you have used cash on delivery as a payment method.
If your order has been shipped to a DDP (Delivery Duty Paid) destination, all taxes (VAT) will be refunded. If your order has been shipped to a DDU (Delivery Duty Unpaid) destination, customs duties and taxes are not refundable. In any case, you may be able to recover the costs by contacting your local customs office directly. As this may not be available in all countries, we recommend that you use a customs broker if you wish to have duties refunded on the returned goods. The time required for the refund depends on the payment method used:

A. Purchase by credit card or debit card: the time needed to view the refund depends on the institution that issued the card. Please note that the value date of the re-credit will in any case be the same as the debit date, so you will not suffer any loss in terms of bank interest.

B. Purchase with cash payment on delivery: the refund is made to the current account you indicated, so the refund time depends on the correctness of the data entered. Our Bank normally makes refunds within 5 working days of our request, and the amount refunded will be visible on your statement within a few days. You can check the refund on your account online or by contacting your bank.

C.If your order has been shipped to a DDP (Delivery Duty Paid) destination, all taxes (VAT) will be refunded. If your order has been shipped to a DDU (Delivery Duty Unpaid) destination, customs duties and taxes are not refundable. In any case, you may be able to recover the costs by contacting your local customs office directly. As this may not be available in all countries, we recommend that you use a customs broker if you wish to have duties refunded on the returned goods.