Returns & Refunds
We hope you enjoy the products you order!
The right to cancel may be applied to the purchased product as a whole; it is not in fact possible to return only part of the purchased product (for eg., accessories, complementary items, etc.);
in order to cancel, the product must be complete new, unused, without removing the anti theft device and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, cards, tags, seals, etc.);
The right of withdrawal cannot be applied to products for which the Customer has requested personalisation.
OPENING OF RETURN PROCEDURE
| IF YOU ARE A REGISTERED USER: | IF YOU ARE A GUEST USER: |
|---|---|
| 1. Access your ACCOUNT | 1. Access the RETURN FORM |
| 2. Go to "My Orders" and find the order for which you wish to request a return. Click on "Request a return" | "2. Please fill in the form with your order number (do not enter #), your surname and your email or postcode. Do not put blank spaces before or after the required information. Click on "Request return". |
| 3. Complete the form with details of the items to be returned by selecting 'Refund'. | 3. Complete the form with details of the items to be returned by selecting 'Refund' |
| 4. You can choose "Easy Return" | 4. You can choose "Easy Return" |
MODE OF RETURN
5. Should you have decided to proceed with the:
| IF YOU ARE A REGISTERED USER: | IF YOU ARE A GUEST USER: |
|---|---|
| a) Easy Return: You will be sent an email confirming your return request with the associated RMA (return merchandise authorisation) number: we ask you to print it and insert it in the package. In a second email you will receive the pre-filled DHL return label, to be affixed to the parcel and the instructions to book the courier in charge of the collection. The return is not free of charge and the shipping cost will be deducted from your refund. | a) Easy Return: You will be sent an email confirming your return request with the associated RMA (return merchandise authorisation) number: we ask you to print it and insert it in the package. In a second email you will receive the pre-filled DHL return label, to be affixed to the parcel and the instructions to book the courier in charge of the collection. The return is not free of charge and the shipping cost will be deducted from your refund. |
| Please note the easy return is not free of charge. If you opt for the Easy Return and use our DHL label, the shipping cost equals to - €20,00 for EU contries, 27 $ for US , 20 £ for UK and 32 CHF for Switzerland , will be deducted from your refund plus any additional customs fees | Please note the easy return is not free of charge. If you opt for the Easy Return and use our DHL label, the shipping cost equals to - €20,00 for EU contries, 27 $ for US , 20 £ for UK and 32 CHF for Switzerland , will be deducted from your refund plus any additional customs fees |
Please note that returns from non-EU countries may take longer due to the customs clearance procedure.
The customs clearance procedure does not depend on Elisabetta Franchi: if your parcel is held up in customs, you can contact the courier in charge of the shipment for further updates.
We assure you that the timing of the customs clearance procedure will not affect your refund.
REFUND
As soon as your return is delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In the event of a positive outcome, we will send you an e-mail acknowledging receipt of the return and disposition of the refund.
The refund will be made within 14 days after receipt of the goods via the same payment method used to confirm the order.
Please also note that the technical time to obtain reimbursement depends on the internal procedures of your credit institution.
RETURN FOR FAULTY OR INCORRECT PRODUCT
Elisabetta Franchi is committed to providing quality products and services. If, for any reason, you should find any defects in the materials or workmanship of your purchased product, please contact our Customer Service who will be happy to assist you as soon as possible.
Please note that the guarantee does not cover damage caused by normal wear and tear of the shoes or any kind of incorrect maintenance of the product.