Refund and ~
Returns Policy
Shipping and Delivery Times
We ship worldwide. Order preparation begins on the next business day after receipt, with a processing time of 1 to 3 business days.
Orders are processed and shipped Monday through Friday, excluding public holidays. Once the shipment is handed to the carrier, estimated delivery times are:
- Italy: 2–5 business days from the shipping date
- Europe and worldwide: delivery times vary by destination; an estimate will be provided at checkout
After shipment, you will receive a confirmation email with a tracking number so you can follow your order in real time.
Delivery times are estimates. Delays may occur due to external factors such as weather conditions, carrier traffic peaks, or customs operations for shipments outside the EU.
Shipping Costs
| Order value | Destination | Shipping cost |
|---|---|---|
| Below €100.00 | Italy | €10.00 VAT included |
| €100.00 or more | Italy | Free |
| Any amount | Europe & worldwide | Calculated at checkout |
There is no minimum order value required to place an order.
Damaged or Irregular Goods upon Delivery
Upon delivery, please check the package integrity before signing the carrier’s delivery document. If the packaging appears damaged:
- Accept the package with a written reservation on the carrier’s delivery document, noting the nature of the damage;
- Photograph the packaging and contents;
- Contact us within 48 hours of delivery at [email protected], attaching the photos.
Reports made after this deadline may not be accepted by the carrier.
Returns and Right of Withdrawal
Under Italian Legislative Decree 206/2005 (Consumer Code) and Legislative Decree 21/2014, you have the right to withdraw from the purchase contract within 14 days of receiving the goods, without providing any reason.
Products excluded from the right of withdrawal
Pursuant to art. 59, para. 1, lett. e) of the Consumer Code, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health or hygiene reasons and have been opened after delivery. This exclusion applies to cosmetic and haircare products whose original packaging has been opened.
Please note: opened products cannot be returned for hygiene reasons. Make sure you wish to proceed with your purchase before opening the packaging.
How to exercise the right of withdrawal — RMA Procedure
To exercise the right of withdrawal, please follow the steps below within 14 days of receiving your order:
- Download and complete the Return Form (available at the bottom of this page) in full and in legible characters, then send it to [email protected]. Incomplete or missing information will prevent us from processing your request.
- If the request is accepted, you will receive a confirmation email containing the RMA Authorisation Number (Return Merchandise Authorisation), including our company stamp and signature.
- Attach the RMA document to the goods you are returning.
- The carrier will contact you to arrange collection of the parcel.
- The goods must be returned within 14 days of the date on which you communicated your decision to withdraw.
Returned goods must always be sent back and not retained by the customer, except in cases of force majeure duly documented with photographs.
Conditions for return
The right of withdrawal is correctly exercised only if all of the following conditions are met:
- The return form (or other explicit declaration) is submitted within 14 days of receiving the products;
- The products have not been used or tampered with;
- The products are returned in their original packaging;
- The products are handed to the carrier within 14 days of communicating the withdrawal decision.
Return shipping costs
Original shipping costs and return shipping costs are borne by the consumer. We recommend using a trackable shipping service; we cannot be held responsible for parcels lost during the return transit.
Refund
Once we receive and verify the returned goods and the correctness of the procedure, we will process the refund within 14 days of the date on which we were informed of the exercise of the right of withdrawal, using the same payment method chosen at the time of purchase, with no additional charges.
Return not accepted
If the return does not meet the conditions set out above, the customer will not be entitled to a refund and will be notified by email. Within 14 days of that notification, the customer may request the return of the products at their own expense. Otherwise, the Seller may retain the products together with the amounts already paid.
Return Form
Download the Return Form
Legal Guarantee of Conformity
All products purchased on our website are covered by the 2-year legal guarantee of conformity from the date of delivery, pursuant to arts. 128–135 of the Consumer Code. In the event of a lack of conformity, you are entitled to repair or replacement of the product or, where not possible, to a price reduction or contract termination.
To report a defect, please contact us at [email protected], describing the issue and attaching photographic evidence where possible.
Customer Support
For any questions about shipping, returns or the guarantee, write to [email protected] or use the form on our Contact page. For full contractual details, please consult our Terms and Conditions.