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Refund and return policy

If you are not satisfied with your shopping experience, you have the option to exercise your right of withdrawal within 15 days of receiving your order.

CONDITIONS FOR EXERCISING THE RIGHT OF WITHDRAWAL

In order for withdrawal to be properly exercised, certain specific conditions must be met:

  • To avail yourself of the right of withdrawal, you must fill out the return request directly online no later than the fifteenth day from the date of delivery. If the request is not submitted by this deadline, we will have to reject your return request.
  • The products you wish to return must be in perfect condition with no signs of use or damage.
  • Products must be returned together with the original tag. We therefore advise you not to remove the tag if you want to try on an item, as returns of products without this component cannot be accepted.
  • All products must be returned in a single shipment and preferably in the original packaging provided at the time of delivery.
  • Shoes must be returned inside their original boxes. If the box is damaged, we reserve the right to refuse the return.

RETURN OF ONLINE PURCHASE

“Return” of a purchased product means:

  1. The request for replacement due to size change of the same item ordered;
  2. A request to replace an item purchased with a different item (this may involve a possible price adjustment, more or less than the initial purchase);
  3. The request for replacement or refund for defective item.

As with withdrawal, certain conditions must be met:

  • Products you wish to return must be in perfect condition and show no signs of use or damage, except for defective product which must be reported to our customer service department via email customercare@bottegadelsarto.com, within 24 hours of receiving the package.
  • The products should be sent back together with the original tag. We therefore advise you not to remove the tag if you want to try on an item, as returns of products without this component cannot be accepted.
  • All products must be returned in asingle shipment and preferably in theoriginal packaging provided at the time of delivery.
  • Shoes must be returned inside their original boxes. If the box is damaged, we reserve the right to refuse the return.

If you would like to proceed with the return, you should contact Customer Service in advance via email (customercare@bottegadelsarto.com) to:

  • Inform him of your decision and specify the reason for it;
  • Provide the order information containing the product(s) to be returned (the unique number, your name, your email address).

Remember: it is important to maintain consistency between the name of the person who placed the order, the email used for the purchase, and the sender of the shipment to avoid return processing delays.

Customer Service will provide you with the necessary guidance within 48 hours of receiving your request so that the return can be made as quickly as possible.

Any returns made without prior acceptance by customer service will not be accepted and will therefore be returned to sender customercare@bottegadelsarto.com

After receiving and verifying its return, the purchase amount will be refunded with the payment method used when ordering within 10 business days.

If your return does not meet the conditions listed, a refund cannot be made.

In the case of product replacement, the products will be sent back within 3\5 working days after receipt of the return

Exclusively for the Italian territory, the size change service is free.

In the case of a return for adefective product, the return costs will be borne by Bottega del Sarto who will inform you of the procedures for shipping the return.

For all other types of returns, the cost will be borne by the customer.

Below are the costs for any return that will be charged by Bottega del Sarto:

COUNTRIESCOST RETURNED
Italy, San Marino7,00 €
Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary15,00 €
Albania, Andorra, Bosnia and Herzegovina, Iceland, Liechtenstein, North Macedonia, Monaco, Montenegro, Norway, Serbia, Turkey, Ukraine20,00 €
Switzerland20,00 CHF
United Kingdom20,00 £
Saudi Arabia, Bahrain, Canada, United Arab Emirates, Kuwait, Morocco, Oman, Qatar, United Arab Emirates (USA), Tunisia30,00 $
Australia, Brazil, Chile, China, South Korea Japan, Hong Kong, India, South Africa50,00 $

DEFECTIVE PRODUCTS

You have the full right to return any product that you may have received defective.

In case of online purchase, please kindly contact our Customer Service to handle the return procedure, attaching a picture of the defective product will speed up the process.

In case you purchased the defective item in one of our physical stores, you can return to the same store or another in the same line. Please be sure to bring your purchase receipt or proof of your credit card transaction. Our staff will be happy to assess the damage and provide you with a possible product exchange or voucher for future purchases.

REIMBURSEMENT TIMELINES

It will be our firm commitment to proceed with the refund of the full amount paid for returned products within 10 days from the date of shipment acceptance. The timing of the refund will vary depending on the payment method you used and specifically:

  • Credit card: the technical time to obtain a refund depends on the credit institution that issued your card. The value date of chargebacks will not change from the charge date.
  • Paypal: The refund will be made directly to your Paypal account and will be visible in a couple of days. Paypal itself will send you a notice stating the refund.

SELLER’S LEGAL WARRANTY

The Seller, in compliance with Directive 1999/44/EC, provides a legal guarantee for the product, ensuring that the good conforms to the qualities set forth in the contract of sale. This warranty allows the Buyer to request repair or replacement of the product in case of conformity defects. In addition, it is possible to obtain a price reduction or termination of the contract, as provided in the aforementioned directive.

It is important to note that use of the good in a manner not in accordance with the Seller/Manufacturer’s instructions will not be covered by the warranty. Regarding damage caused by the product, the provisions of Directive 85/374/EEC shall apply.

Our priority is to ensure the highest satisfaction of our customers and to comply with all legal obligations related to the warranty and safety of products sold.

If you have any requests for assistance or clarification regarding warranty or any other aspect of our service, our team will be happy to assist you.

Thank you for trusting us as your Vendor.

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