RETURN AND REFUNDS
We hope you like our products!
However, if you change your mind, the return request must be filled out online within 14 days of receiving your order.
Products must be returned in exactly the same condition as you received them: unworn, unwashed and returned with all tags attached.
We therefore kindly ask you, should you try on an item, not to remove the tags you find attached, otherwise the return will not be accepted.
The goods must be returned intact, complete with all their parts and in their original packaging (including box and any documentation and accessory equipment: labels, tags, seals, etc.), kept and, if necessary, used for the time strictly necessary to establish and verify their nature, characteristics and size, according to normal diligence, without any signs of usage or dirt.
Shipping costs (and customs fees, if any) for the return of the goods shall be borne exclusively by the customer;
The return shipment is under the full responsibility of the customer until the proof of receipt in the warehouse.
To exercise the right of withdrawal, the Customer shall send Roberto Festa a communication to that effect
within the terms indicated, to the following email address firstname.lastname@example.org or through the following procedure:
HOW TO OPEN A RETURN REQUEST:
Log on to our Returns Centre via the link and enter your order data and the email address used during the purchase.
Enter your return request by selecting the products to be returned following the instructions and clicking on the Submit button on the return recap page. You will immediately receive an e-mail confirming the submission of your return request.
Once you have completed your return request, within 1-2 working days you will receive a confirmation e-mail from our Customer Care with instructions on how to return the goods.
HOW DO I RETURN MY ITEMS?
Print out the return authorisation e-mail and place it in the package together with the items to be returned
In the event of withdrawal, you must re-send the products to Roberto Festa within 14 (fourteen) days from the date of withdrawal, to the following address:
- for parcels coming from EU countries
FiloBlu c/o Snatt Logistica Spa Mag. L
Via San Biagio, 65/67
Castelnovo Sotto, Reggio Emilia, 42024
T: +39 041 8845099
- for parcels coming from non-European countries, therefore subject to customs:
FiloBlu c/o Snatt Logistica Spa
Via Kennedy 12/B
Campegine, Reggio Emilia, 42040
T: +39 041 8845099
You may choose to send the parcel by courier or national postal service to the address you receive in the return authorisation email. We remind you that shipping costs are at your charge, our Customer Care does not provide a return label.
For non-European Countries
*In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to declaration. This means that the goods must be accompanied by a pro-forma invoice.
If you return an item from a non-EU country, please download the pro forma invoice from here: PRO FORMA INVOICE non-EU countries
The pro-forma invoice must be correctly filled out and attached to the outside of the box (we ask you never to put it inside the box).
If you print the pro-forma invoice from our website, it will help us speed up the customs clearance process of your return.
Please also communicate your return tracking by sending an e-mail to our Customer Care if you return an item from a non-EU country
Keep the shipping receipt of your parcel
As soon as your return is delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. If the outcome is positive, we will send you an e-mail to confirm the return and the disposition of the refund.
The refund will be issued within 14 days after acceptance of the goods via the same payment method used to confirm the order.
You will be credited the price of the purchased products. Roberto Festa does not allow exchanges of goods but will refund the cost of the returned items. For any exchange you will have to proceed with placing a new order.
For non-European countries
The refund will be completed for the full amount paid, excluding shipping costs incurred and any import duties paid.
Please also note that the technical time to obtain the refund depends on the internal procedures of your credit institution.
Return for faulty or incorrect product
In addition to the right of withdrawal, by law you are entitled to an adequate product, or what is defined in legal terms as 'a product that complies with what was agreed'.
Roberto Festa is committed to provide high quality products and services. If, for some reason, you have a complaint about a product purchased online (in case of defects and/or non-conformity), please contact our Customer Care: email@example.com
Ti preghiamo di fornire tutte le informazioni necessarie, compreso, preferibilmente, il numero dell’ordine in questione e le foto con le etichette del prodotto che hai ricevuto.Please provide all necessary information, including, preferably, the order number involved and photos with labels of the product you have received.
Before sending the goods, we ask you to wait for a reply from our Customer Care, and you will receive a confirmation e-mail containing all the instructions on how to proceed with the shipment of the product.