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Refund And Shipping Policy

Deliveries and shipments

For deliveries and shipments Fiorella Rossi Limited uses the main couriers (DHL, UPS, GLS, etc…).

Fiorella Rossi Limited undertakes to deliver the Products to the Customers respecting the delivery terms indicated in the Site during the purchase phase and, in any case, within 15 (fifteen) days from the sending of the Order Confirmation to the Customer.

Delivery times may be subject to variations due to certain circumstances (e.g. company closure, sales).

The Seller shall not be held liable for delays in deliveries that are not attributable to its negligence or fault, and shall therefore be exempt from liability for delays due to force majeure, natural disasters, strikes, customs clearance operations and any other fact relating to the provision of courier services or any other circumstance beyond its control.

The tracking number with which the Customer can monitor the process of dispatch and delivery of the Products on the website of the relevant courier is sent by email as soon as the Seller dispatches the Order.

The Customer is invited to do everything possible to facilitate the delivery of the Order, either by making himself available to receive it or by delegating it to a third party.

The courier shall make an initial attempt to deliver the Order to the address indicated by the Customer. If the delivery is unsuccessful, the courier will inform the Customer of the attempted delivery and will try to agree with the Customer on a further delivery of the Order.

In the event that the courier finally fails to deliver the Order, Customer Service will contact the Customer to verify the Customer’s interest in a new delivery.

Upon delivery, the Customer shall verify the accuracy of the number of packages and the integrity of the outer packaging. In the event that the Customer discovers anomalies in the delivery, e.g. with reference to the number of packages or if there is damage to the outer packaging, the Customer shall sign the delivery note with reservation and contact Customer service. If he fails to do so, the Customer may not subsequently object to the delivery, without prejudice to the provisions of Article 8 below regarding hidden defects and in compliance with the mandatory consumer protection law.

Replacement and return right of withdrawal

The Customer has the right, within 14 (fourteen) days from the date of delivery of the Order, to

  • request the replacement of a Product with a unit of the same Product of a different colour or size; or
  • exercise the right to withdraw from the Contract without penalty and without giving any explanation (Withdrawal).

To this end, the date of delivery of the Products resulting from the delivery tracking system made available by the courier on its website shall be taken as proof of compliance with the aforementioned deadline. Should the Customer decide to request the replacement of the Products or to exercise the aforementioned withdrawal, it shall previously inform Fiorella Rossi Limited in one of the following ways

  • for registered Customers: by activating the specific Return procedure in the “Orders” section available in the “Your Page” area of this Website;
  • for non-registered Customers: by activating the specific procedure after having traced the relevant Order in the “Orders and Returns” section in the main menu of the Website
  • for both: by contacting Customer Service through the electronic form (“Contact us” section)

If the Customer chooses to contact Customer Service for returns, the Customer must include the unique identification code in the Order Confirmation. Only Orders that have already been delivered to the Customer according to the courier’s tracking system are eligible for return. The Seller shall pre-fill the return or replacement form; the Customer shall verify the correctness of the data contained therein and, in any case, make sure that the notification includes the unique identification code of the Order and the possible request of replacement of the Product with a unit of the same Product of different colour and/or size. After receiving the notification, Fiorella Rossi Limited shall send the Customer an e-mail confirming the receipt of the withdrawal or replacement request, together with the authorization for the return shipment of the Products (“Nullaosta”). The Nullaosta may be denied in the event that Fiorella Rossi Limited verifies the absence of the prerequisites for the withdrawal or replacement, such as the exceeding of 14 (fourteen) days from the date of delivery of the Products to the Customer. For the return shipment, the Customer shall contact exclusively the courier indicated by Fiorella Rossi Limited in the return form and/or in the Nullaosta to book the pick-up of the Products and shall affix the label provided by Fiorella Rossi Limited via e-mail on the relevant parcel for the shipment. Within 14 (fourteen) days from the receipt of the Nullaosta, the Customer shall deliver the Products to the courier for the return shipment to Fiorella Rossi Limited. In particular

  • the returned Products shall be returned with every label, security seal, package and accessory (case, clothes hanger, clothes cover, etc.) received with the Order;
  • the Products, labels, security seals, packaging and accessories must not show any signs of use or scratches, must not have been altered in any way (worn, washed, ironed, etc.) and must be returned in their original packaging.

The purchase price and shipping costs will not be refunded for:

  • Products from which the security seal has been removed or cut; and/or
  • Products that have been used, are incomplete (particularly in the case of missing parts or accessories), have been ruined, damaged, deteriorated or are dirty.

The Customer is solely responsible for any diminution in the value of the Products caused by any handling other than that necessary to establish the nature, characteristics and functionality of the Products. Once the requirements for the replacement of the Product or for the exercise of the Right of Withdrawal have been verified, the Seller will notify the Customer of the acceptance of the return and will proceed to replace the Product or, in case of Withdrawal, to refund the Purchase Price and any shipping costs incurred by the Customer (“Refund”). The Seller undertakes to complete the refund procedure described above within 14 (fourteen) days from receipt of the returned Products. The refund will be issued using the same payment method that the Customer used to place the Order.

If the Customer returns the Products in the absence of the Return Prerequisites, Fiorella Rossi Limited shall not recognise any right of withdrawal. In this case, the Seller shall return the Product to the Customer after confirming its availability in this regard, reserving the right to charge the Customer for any subsequent shipping costs. Following multiple cancellations and returns by a Customer, the Seller may reserve the right to decide whether or not to accept an Order from the same Customer. Customers must return the Products from the same country in which they were delivered.

N.B: For Orders concerning Products not present on the Site, tailor-made and/or customised, placed at the direct request of the Customer by e-mail, it is not possible to request a refund or exchange.

You may exchange or return the goods free of charge from Italy, within and no later than 14 working days from receipt of the goods (as provided for by the Consumer Code) by filling in the form at the bottom of the page and respecting the following instructions. Preparing the return package: Fold the items you wish to return correctly and place them in their protective envelope. What happens once the form has been sent: If the form sent has been filled in correctly, it will be taken over by our team, which will notify you by email that the collection has been booked, on the requested date (if the date indicated is not available or incorrect, you will be contacted to choose another one). Once we receive the confirmation, the courier will collect the package with the returned items on the pre-arranged date. Once we receive your package and we have checked the conformity of the returned items with the policies described above, we will, according to your choice, proceed to – send the package with the exchange to the address provided; – issue the purchase voucher to the value of the amount paid directly by email, which can be used to re-order on our site; – issue the refund on the payment method used to pay for the order. *If items are sent that do not comply with the exchange/return policies listed above (e.g. a damaged jersey is sent) Fiorella Rossi Limited will ask the customer to pay €8 for the return of the item and €8 if the item is returned that does not comply with the return policy.]

Return form