Shipping and returns
1. Shipping and delivery
Processing time — Orders are processed Monday to Friday and handled the same day or the next working day. Orders placed from Friday afternoon through Sunday are dispatched the following Monday.
Delivery time — Once shipped, your order is delivered to the address provided within 24-48 working hours.
Carrier and costs — Shipping is handled by BRT throughout Italy. The cost is €6; shipping is free for orders of €89 or more.
Tracking — BRT sends you an email with a link to track your shipment. Alternatively, you can enter the tracking number in the "Shipment search" section of the BRT website.
Delivery address — It is the customer's responsibility to provide complete and correct shipping details. The address cannot be changed once the order has been placed; an incomplete or incorrect address may prevent delivery.
Delivery attempts — BRT makes two delivery attempts. If the recipient is absent on the second attempt as well, or if the address is incomplete or incorrect, the parcel is held at the BRT branch, where it can be collected.
2. Right of withdrawal
Consumers have the right to withdraw from the contract without any penalty within 14 (fourteen) calendar days from delivery of the product or, if several products are purchased in a single order and delivered separately, from delivery of the last product (the days are counted from the day of receipt itself).
The following items cannot be returned:
- Swimwear;
- Jewellery.
HOW TO REQUEST A RETURN
To start a return, log in to your account, select the order containing the items you wish to return and complete the return request.
CHOOSE HOW TO RETURN
After submitting your request you will receive an email in which you will need to tell us which of the following options you prefer.
- Free return with store credit
The return shipping label will be sent to you within one working day and is free of charge, and you will receive credit to spend on future orders.
The credit is issued once the return has been processed and equals the value of the returned items.
It will be visible in your account and among the payment methods at checkout, using the same email address as the order.
The credit has no expiry date and can also be used during promotions or to buy discounted items. - Refund to the original payment method — Label provided
Within one working day we will send you a return shipping label costing €8, which will be deducted from the refund amount.
The refund will be made to the same payment method used for the order. - Refund to the original payment method — Self-arranged shipping
Arrange the return shipment yourself with the carrier of your choice. In this case you will not receive a label from us and the refund will equal the order amount, with no deduction for the label.
The address for sending the return will be sent to you by email.
RETURN LABEL AND SHIPPING
Your choice of option must be communicated within 24 hours of receiving the email. If no reply is received within this time, you will automatically be sent the address to ship the return yourself (option 3).
For the free return with store credit (1) and for the refund with label provided (2), we will email you the return label within one working day, to print and attach to the parcel.
Cover or remove any previous shipping labels.
The carrier is Poste Italiane: simply drop the parcel off at the Poste Italiane point of your choice, click here to find the nearest one.
The parcel must reach our premises within 10 calendar days of receiving the label or being given the shipping address; returns arriving after this deadline cannot be accepted.
The risks and direct costs of returning the products are borne by the consumer.
Returns received after the 10-calendar-day deadline from receipt of the return label or from notification of the shipping address, in the case of a refund with label provided (2), will still be accepted but the refund will be issued only as store credit to use in our shop.
REFUND
Returns are expected to be processed within 14 days of receipt of the parcel. The Seller does not send an email confirming receipt of the parcel: once the return has been examined and processed, you will receive a confirmation email.
For refunds to the original payment method, the amount will be credited to the same method used for the order, net of shipping costs and return costs. The refund will be made within 4 working days of the return being processed and in any case within a maximum of 15 days, depending on the payment issuer's timing. It may take some time before your bank or card issuer shows the refund.
For orders paid by cash on delivery or bank transfer, you must promptly provide (by email, WhatsApp or a note inside the return parcel) the account holder's name and IBAN so that the refund can be made by bank transfer; otherwise store credit will be issued automatically.
CREDIT FOR FREE RETURN
If you chose the free return with store credit, the credit will be issued once the return has been processed and you will be notified by email. It will be visible in your account and among the payment methods at checkout, using the same email address as the order. The credit has no expiry date and can also be used during promotions or to buy discounted items.
If the returned goods are worn, damaged (for example with signs of wear, abrasion, scratches, deformation, stretched necklines, etc.), incomplete (including labels, tags, laces and any other attached element) or without the original packaging, the Seller reserves the right not to issue a refund, as well as for returns notified or shipped late or products that are not in the same condition in which they were received. Where a refund cannot be issued for the reasons above, the consumer, after notifying the Seller, will have 15 working days to collect the parcel at their own expense and responsibility.
2.1 Partial or full return
Customers may make a partial or full return, returning only part of the products purchased and keeping the rest. If the returned products (partial or full return) had allowed the order to exceed the minimum threshold (€89) for free shipping at the time of purchase, the right to free shipping lapses. In that case, an amount of €6, corresponding to the standard shipping cost, will be deducted from the refund.
2.2 Conditional free gifts
Free gifts are tied to specific purchase conditions (e.g. minimum order value, "2+1" offers, etc.).
If, because of a return, the conditions are no longer met, the free gift must also be returned.
If your remaining order still meets the promotional conditions after a partial return (e.g. total value above the required threshold), you may keep the gift.
If the conditions are no longer met, the gift must be returned unused and in its original packaging.
If the gift is not returned, its value will be deducted from the refund.
Surprise gifts cannot be exchanged or refunded.
2.3 14-day cooling-off period (European Union)
If your order is shipped within the European Union, you have the right to cancel or return it within 14 days, for any reason and without having to give any justification. Here too, the item must be returned in the same condition in which it was received: unworn and unused, with all tags and in its original packaging.
For any questions about returns, contact us at any time at customerservice@palomastore.it.