RETURNS in Italy and Europe
You can exchange the item within 28 days of receipt, ensuring that it is intact, unused (except for the initial try-on), and still has the original label. The return can be made through shipping or by delivering it to the physical store in Milan from Tuesday to Saturday, from 10:30 am to 7 pm, but not personally to the warehouse. Requests after 28 days may be declined. The return will be processed within 8 working days after the product arrives at our warehouse.
RETURN WITH FEE:
Returns incur a cost of €5, which will be deducted from the total refund. The fee does not apply if you receive a defective or wrong product. Make sure to fill out the return form correctly.
THE RETURN COSTS €5 AND IS AT THE CUSTOMER'S EXPENSE IF:
- The item does not satisfy
- Size exchange
- Wrong size purchase
FREE RETURN:
- Different size from the one purchased
- Item different from the one ordered
- Damaged item
REQUESTING A RETURN:
- Log in and go to "Your Orders" or email us if you purchased as a guest at: [email protected]
- Click on "Request Return" on the order.
- Select the return method.
- Choose the product to return.
- Select the reason for the return.
- Size or item exchange, specify details in the "Notes" section.
- Click on SUBMIT.
After the procedure above, you will receive a confirmation email with instructions to proceed, which are:
- We have received the return/exchange request.
- We have approved the return/exchange request.
- Here is your return/exchange label.
PACKING THE PACKAGE:
- Use the original packaging if possible.
- Include the completed return form you will receive via the return approval email.
- Apply the courier waybill received via email within 3 days of return approval.
- Once the above procedure is done, choose the most convenient TNT/Fedex location for you at this link: https://www.tnt.it/contents/trova-fedex.html
- Upon receiving the package, we will process the item exchange within 8 days after the product arrives in the warehouse.
PLEASE NOTE:
- Without the return form, it is impossible to retrieve your data. Please include it in the package.
- Refund will only occur if the item meets the refund conditions.
Refund Policy and Processing Times:
- Requests within 28 days of delivery. Beyond this period, we do not process refunds or exchanges.
- You will receive a cancellation confirmation, and the refund will be processed. The crediting time depends on your bank.
- For questions, contact customer service: [email protected]
CANCELLATIONS:
Cancellations are allowed until 11 AM on the next working day.
To cancel your order, send an email to [email protected] with the subject "ORDER CANCELLATION REQUEST #XXXXXX" and state your intention in the body of the email.
Thank you for your trust,
Octopus Brand Team