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If for any reason you are not completely satisfied with the order you placed, you can apply for a refund within 60 days from the date of delivery. Below is a list of useful information and rules to be followed in order not to compromise the refund. When we receive the package back and verify that the conditions reported below have been satisfied, Raffaello Network will issue the refund.
- the Online Refund Request Form must be filled out completely. You will thus receive a refund request number.
- products must not be used, washed, damaged and they must be unworn.
- goods must return in our warehouse in "perfect conditions and without any sign of wear"
- items that are part of "Clearance Sale" offers will not be refunded
- before issuing any form of refund, all returned products are carefully inspected upon receipt for signs of wear. "Perfect conditions and without any sign of wear" means: no scratches, no blemishes, no marks, no defects
- all products must return in their original packaging
- lack of the certificate of authenticity will immediately void any form of refund
- all products must be accompanied by an invoice that you will receive by mail or through a web link and that will be printed, and given to the courier that will pick up the merchandise you are sending back to us. If you miss to hand this invoice to the pickup courier, all customs duties occurring for the return of the goods will be charged to you
- you will have to write the following wording: "RETURN FOR NOT COMPLIANT GOODS - RESO PER MERCE NON CONFORME" on any side of the package you are returning (nor the top neither the bottom of the package). Failure to send the package back with this writing will result in your credit card automatically being billed for the customs duties, should any customs duties occur
- products exchange are not permitted. If you are not satisfied with the color, the size or the article, you will be able to send it back to us and a refund will be issued for the same amount of the order, less 10% for restocking fees. Alternatively, you may ask for a coupon whose value will correspond to the amount of the order, and that you will be able to use for any future order you will place with us (in this case, the 10% restocking fee will not be applied)
- the shipping cost will be paid by Raffaello Network only and exclusively when the return is a result of our error. If you received a damaged or wrong merchandise, we advise you to immediately contact our Customer Service within and no later than 5 business days. On a case by case basis we will cover the shipping charges up to a maximum of $25
- we can accept returns only if the goods reach our warehouse with their original packaging. If this packaging is unusable, you can replace it with a packaging having the same size and consistence of the original one. Shoes and handbags that are sent only with their sleeper bag without additional protective packaging will not be accepted and will be sent back to the customer
- upon recepit of goods and after checking that all rules have been satisfied, you will receive an e-mail confirming that the return has been accepted. Money refunds are handled in a period of time which varies depending on the method of payment you chose when placing the order. If you chose to pay with a credit card, times will vary according to the bank who issued your credit card. It normally does not take longer than two bill statements. If the payment was made with cash on delivery, then much will depend on the accuracy of your bank account details. It should not take more than 4 weeks. Anyway, the refund procedure is activated within no later than 10 working days from the date when we receive the merchandise
- no refund is given for the shipping costs if the return is not a result of our error, and your credit card will be charged in order to cover the cost of the shipping that we will bear in advance for you by using the DHL courier, should you elect to use our DHL service
- all women's, children's and men's underwear and swimwear are non refundable
- no refund can be given for any kind of jewelry or watches whose value is above $500
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