RETURNS & REFUNDS
WHAT IS YOUR RETURN POLICY?
You have 15 days from delivery to request your return authorisation by emailing email@example.com that you wish to make a return. Once authorisation has been given the item(s) need to be returned to us within 30 days of receiving your order. Returns will only be accepted if the items are received unworn, unwashed, unsoiled and undamaged with the original tags and in original packaging.
HOW DO I START A RETURN?
To start a Return please email firstname.lastname@example.org within 15 days of receiving your order to request a return authorisation and that you are sending items back for a refund. Then pack up the not-quite-right items along with the filled-out packing slip. We are unable to provide return shipping labels and therefore, return shipping costs are the customer’s responsibility.
We recommend using a reputable service with tracking so we can have eyes on where your returns are. It is important that you please clearly mark the outer package and return paperwork that these items are being Returned to Vendor with no commercial value, and use each item’s listed price as its value. If this request is not followed and any import fees are payable during customs clearance it will be your responsibility to pay these, otherwise the item will be returned to you. Once we receive your return we will contact you via email with the status of your refund.
HOW LONG DOES A REFUND TAKE TO PROCESS?
Refunds are typically processed 3-5 working days after we receive the return. Once your return has been checked in, please allow another 3-5 business days for refunds to be credited to your account, inventory permitting. Once we receive your return we will contact you via email with the status of your refund.
WHAT IF MY ITEM IS DAMAGED - HOW DO I REPAIR IT?
In order to return a faulty garment please email email@example.com for approval. Please enclose your original order number and a return address in with the faulty item and return to Charlotta Gandolfo Head Office. Once received, our QC team will assess the damage and where possible the item will be repaired. Please allow up to 2 weeks for the repair to be carried out. When complete we’ll return your item to the address provided. Unfortunately, we cannot guarantee an item is repairable until it has been assessed.
For any other queries regarding your order or delivery, please contact our Customer Services at firstname.lastname@example.org.
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