RETURNS POLICY

RETURNED ITEMS MUST COMPLY WITH OUR RETURNS POLICY, THE FOLLOWING CRITERIA:

-ITEMS MUST BE RETURNED UNWORN, UNDAMAGED AND UNUSED, WITH ALL TAGS ATTACHED AND THE ORIGINAL PACKAGING INCLUDED.

  • FOOTWEAR AND ACCESSORIES MUST BE RETURNED WITH THE ORIGINAL BRANDED BOXES AND DUST BAGS, WHERE PROVIDED AND PLACED INSIDE A PROTECTIVE OUTER BOX FOR SHIPPING
  • WHEN TRYING ON FOOTWEAR, PLEASE TAKE CARE NOT TO MARK THE SOLES OR DAMAGE THE SHOE BOX.
  • JEWELLERY MUST BE RETURNED IN THE SAME CONDITION IT ARRIVED IN, INCLUDING ALL BRANDED PACKAGING AND DOCUMENTS PROVIDED WITH IT. 
  • DUE TO HYGIENE REASONS, UNDERWEAR OR BEACHWEAR CANNOT BE RETURNED.
  • THE ITEMS SHALL NOT HAVE ANY FOREIGN SMELL, SHALL NOT HAVE STAINS OR MARKS AND SHALL NOT BE DIRTY.
  • ITEMS IN THE FINAL SALE CATEGORY CANNOT BE RETURNED.
  • PLEASE TAKE CARE WHEN TRYING ON YOUR PURCHASES AND RETURN THEM IN THE SAME CONDITION YOU RECEIVED THEM. ANY RETURNS THAT DO NOT MEET OUR POLICY WILL NOT BE ACCEPTED.

IF YOU PROCESSED YOUR ORDER THROUGH GUEST CHECKOUT PLEASE CONTACT OUR FRIENDLY CUSTOMER SERVICE TO START YOUR RETURN.

RETURNS PROCESS

WE RECOMMEND THAT YOU RETURN PRODUCTS IN THEIR ORIGINAL PACKAGING TO ENSURE THE NECESSARY PROTECTION WHEN IN TRANSIT. INSTRUCTIONS FOR THE RETURN OF THE PRODUCT(S) WILL BE INCLUDED WITH THE DELIVERY PACKAGE. WHEN CANCELLING A PURCHASE AND RETURNING PRODUCTS TO US YOU HAVE TWO OPTIONS AVAILABLE TO YOU:

  1. EXERCISE YOUR RIGHT TO CANCEL UNDER THE ITALIAN CONSUMER REGULATION AS OF D.LGS. 206/2005 (“CODICE DEL CONSUMO”), THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013 (CCRS), OR ANY OTHER APPLICABLE CONSUMER PROTECTION LEGISLATION. YOU WILL BE REFUNDED THE FULL PRICE FOR THE PRODUCT(S) (SUBJECT TO OUR RETURNS POLICY) AND THE COST OF STANDARD DELIVERY BUT YOU WILL BE LIABLE FOR THE ORGANISATION AND THE COST OF RETURNING THE ITEM TO US.
  2. WE DESCRIBE THE OPTION OF RETURN IN MORE DETAIL BELOW.

 

(I) YOUR CANCELLATION RIGHT UNDER THE CODICE DEL CONSUMO OR CCRS

EXCEPT IN RELATION TO CERTAIN TYPES OF PRODUCTS (AS SET OUT ABOVE), YOU MAY CANCEL A CONTRACT AT ANY TIME BEFORE YOUR ORDER IS DELIVERED AND UP TO 14 DAYS AFTERWARDS, BEGINNING ON THE DAY AFTER YOU RECEIVED THE PRODUCTS (“COOLING-OFF PERIOD”).

TO CANCEL A CONTRACT, YOU MUST CLEARLY INFORM US :

  • by email at customerservice@decipherthebrand.com, in Italian or English,

GIVING US YOUR NAME, ADDRESS AND ORDER REFERENCE.

IF YOU CANCEL AN ORDER (OR PART OF AN ORDER) DURING THE COOLING OFF PERIOD, YOU MUST RETURN THE PRODUCT(S) WITHIN 14 DAYS AFTER THE DAY IN WHICH YOU NOTIFY US OF THE CANCELLATION AND COMPLY WITH THE RETURNS POLICY.

IF YOU CANCEL A CONTRACT BETWEEN US WITHIN THE 14 DAY COOLING-OFF PERIOD (SEE ABOVE), WE WILL PROCESS THE REFUND DUE TO YOU AS SOON AS POSSIBLE AND, IN ANY CASE WITHIN 14 DAYS AFTER THE DAY ON WHICH WE RECEIVE THE PRODUCT(S) BACK. The termination of the contract implies two successive actions that you shall respect :

-INFORMING US ABOUT YOUR INTENTION OF THE TERMINATION OF THE CONTRACT ( SEE ABOVE), ANDi

-RETURNING THE PRODUCT(S) (SEE IN THIS CHAPTER), IT HAVING REACHED OUR WAREHOUSE.

ONLY AFTER THE ABOVE-MENTIONED REQUIREMENTS, WE WILL REFUND THE PRICE OF THE PRODUCT(S) IN FULL (SUBJECT TO ANY DEDUCTION WE ARE ENTITLED TO MAKE DUE TO YOUR USE OF OR DAMAGE TO THE PRODUCT(S)), INCLUDING THE COST OF OUR STANDARD DELIVERY. HOWEVER, WE WILL NOT REFUND YOUR COST OF RETURNING THE PRODUCT(S) TO US, AND YOU ARE RESPONSIBLE FOR THOSE COSTS. WE WILL REFUND ANY MONEY RECEIVED FROM YOU USING THE SAME METHOD ORIGINALLY USED BY YOU TO PAY FOR YOUR PURCHASE, UNLESS AGREED OTHERWISE.

 

WHAT HAPPENS NEXT?

PRINT OUT THE AIR WAYBILL (AWB) FOR THE LOGISTICS COMPANY AND ATTACH IT TO THE OUTSIDE OF THE PARCEL. THERE WILL ALSO BE A COPY TO GIVE TO THE COURIER. PLEASE SAVE A COPY OF THE AWB FOR YOUR RECORDS. YOU CAN USE THIS TO TRACK YOUR RETURN SHIPMENT.

IF YOU HAVE BEEN PROVIDED WITH A RETURNS INVOICE FOR CUSTOMS, PLEASE ENCLOSE ONE INSIDE THE PACKAGE AND ATTACH A SIGNED COPY ON THE OUTSIDE WITH THE AWB.

DO NOT SEAL YOUR PACKAGE UNTIL THE DRIVER/ COURIER HAS CHECKED THE CONTENTS.

PLEASE NOTE THAT YOU HAVE 30 DAYS TO CONTACT US UPON THE PICKUP OF YOUR RETURN TO ENSURE THAT WE HAVE ACKNOWLEDGED IT AND RECEIVED THE PRODUCT. IF YOU CONTACT US AFTER THIS 30 DAYS PERIOD, WE CANNOT GUARANTEE A REFUND.