Right of Withdrawal

 

RETURNS

If for any reason customers are not satisfied with their order, the product/s can be returned for a refund within 14 days from the date of receipt of the order.

Customers must have authorization from Flanella regarding their return.
You can submit a return request using one of the following channels:

1) through the dedicated section "how to request a return".
2) Fill out the following form (download it here) where you will need to indicate the order number and the reason for the return, then send everything via email to online@flanella.com. As soon as we receive it, we will send the return authorization.

Please note that we cannot exchange sizes or products, so if this need arises, you will need to place a new order.

Customers can use a courier of their choice that can provide documents relating to the successful shipment and tracking number because, until the return reaches our premises, the shipment will be the customer's responsibility.

Return costs and any other type of customs duties will be borne by the customer.

All returned products must not have been worn, washed, or have their original labels and/or packaging. Returned products that do not meet these requirements cannot be refunded and will be shipped back to the customer.

In case of footwear returns, we ask you to use packaging that protects the shoe box. The box is part of the product, therefore any damage to it during the return shipment will result in refusal.

As soon as the product/s are received, we will proceed with the refund of which you will receive confirmation.

Flanella.com reserves the right to refuse returns that have not been authorized and/or not sent in accordance with the return policy stated on the website. In case of unauthorized or non-compliant returns, the goods will be shipped back to the shipping address of the original order.

 

TERMS AND CONDITIONS

If for any reason you are not satisfied with your order, the product/s can be returned for size/color exchange, credit or refund within 10 days from the delivery date.

Products must not have been worn, washed, or altered in any way, and must not show any signs of use. The soles of the shoes must be in perfect condition and not marked in any way.

Products must be returned with their original labels, packaging, and other accessories (bags, hangers, garment bags, etc.) received with the order.

Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as shipping boxes.

International customs duties and sales taxes are not refunded for shipments outside the European Community.

The security tag must still be intact and attached to the returned product/s.

Customers must have authorization from Flanella regarding their return, by sending an email to online@flanella.com specifying the order number and the reason for the return. Flanella will send you the return document which must be included in the shipment.

In case of a defective product or incorrect product, customers must follow the instructions above.

Flanella reserves the right to request photographic support regarding defective or incorrect products before authorizing the return for a full refund of shipping costs and import costs.

Refunds will be processed as soon as the return has been checked and accepted by Flanella.

For orders paid by credit card, the refunded value will be available approximately within 10/12 days and on the following statement. Processing time may depend on the credit card company.

Orders paid by PayPal or bank transfer will be refunded to the same account with which they were made.