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Returns and refunds

You can return any product purchased online which has not completely satisfied your expectations within 14 days from the delivery of the order without incurring any fee or penalty. Returns can be made FOR FREE through the specific returns procedure available online, or by bringing the products to one of the Luisa Spagnoli S.p.A. boutiques offering that service. Remember that you can find a description of the applicable terms and conditions here.

RETURNS PROCEDURE

If you wish to return a product, follow the steps listed below:

1. Locate the order:

To locate the order you wish to return (whether in part or in full), you can either:

  • Log in to your Dashboard (if you already have an account) From your Dashboard, locate the order you wish to return (in part or in full) in the “My Orders” section.
  • Locate the purchase order (order number and email address) on this page You will need to enter the order number given in the confirmation email you received after making payment, and the email address used for the purchase.
2. Fill in the online return form

We will ask you to fill in a form to tell us why you are returning the product (e.g.: small fitting, item too large, I don’t like it, etc.), so that we can provide you with a better service in future. Then, click on “Confirm” to initiate the returns procedure. You will receive a confirmation email to let you know that the process has been duly authorised.
If you live in a country outside of the European Community, you will also find a proforma invoice in PDF format attached to the email authorising the return. This document is essential in sending us the products you wish to return. Print it and give it to the courier. If you do not receive this email, please make sure to check your spam folder too. If it is not there either, you can always get in touch with our Customer Care team.
Remember that when returning product(s), you must exclusively use DHL as the courier and include the prepaid label provided by Luisa Spagnoli S.p.A.

3. Choose how you wish to return your order

You can choose how to return your order:

  • Pick-up from your home or another address that suits you:
    follow this link to choose a date and place to have the package you wish to return picked up. You must enter the delivery number from the self-adhesive label you will find inside the package you received, a mobile phone number and an email address for communications with the courier.
  • At a DHL pick-up point:
    follow this link to choose the DHL point closest to you where you can drop off your package. You must enter the delivery number from the self-adhesive label you will find inside the package you received, a mobile phone number and an email address for communications with the courier.
  • At one of our boutiques (Italy, Germany, Great Britain and Poland):
    drop the products you wish to return off at our boutique; our personnel will take care of returning them for you. If you choose this returns option, you will be able to exchange a product for a different size in store, or request a voucher to be spent exclusively in Luisa Spagnoli S.p.A. boutiques. Returns can be made to the boutiques either in person or through somebody you have delegated for the task, who must be in possession of a copy of the order confirmation sent by Luisa Spagnoli S.p.A. and copies of their own ID document and that of the customer.
4. Prepare your package for return

If you have arranged to have a courier, come to your address or chosen to drop the package off at a DHL point, you must:

  • Place the product or products that you wish to return inside the original box;
    • Any items that you wish to return must not have been used or altered, and the original tag must not have been removed. If any of these conditions are not met, we will be unable to accept your return.
  • Check that all labels used when shipping the product to you are no longer visible;
    • If the original box is too damaged for re-use, swap it for a similar one that can provide adequate protection for its contents.
  • If you live in a country outside of the European Community, remember to also give the courier the printed proforma invoice that you received along with confirmation of your return request.
  • Seal the package and apply the DHL label already provided with the documents in the package you received. You will see that we have included two different labels for you. One is the self-adhesive label which must be stuck to the parcel, while the second is a plain paper label which must be given to the driver who handles the pick-up.
5. Receiving your refund

Remember that every returns request must involve a single order. If you wish to return products from multiple orders, you will have to submit separate returns requests for each. As soon as the package is received at our warehouse, we will proceed to check the condition of its contents and then refund the payment made by you. Product returns are free and Luisa Spagnoli S.p.A. will refund the price, including the cost of delivery, within 14 (fourteen) days of receiving the returned products. Refunds will be made through the same method of payment used for the purchase; you will either receive your refund directly to your credit card or, if you carried out the transaction through another payment method (bank transfer or cash on delivery), you will be contacted directly by our Customer Care team who will ask for your bank details so that we can reimburse the value of the order.

If you have any doubts or need clarification, do not hesitate to contact us.