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.

PURCHASE RETURN

Items purchased online cannot be exchanged, not even for a size change, but the customer has the option to exercise the right of withdrawal and obtain a refund for the order (and proceed with a new purchase for the correct size, if necessary).

In the case of a return due to a defective product, the return shipping costs will be covered by Bottega del Sarto, which will inform the customer about the procedures for shipping the items.

We encourage you to send a notification via email to our dedicated address, customercare@bottegadelsarto.com, within 24 hours of receiving the package, specifying the damages on the items to be returned and attaching photos of them.

For all other types of returns, the return shipping costs will be borne by the customer.

Exclusively in Italy, Bulgaria and Arab Emirates, it is possible to return items in a Bottega del Sarto store, avoiding shipping costs, provided that you notify our Customer Care team first. You will receive a confirmation email sent to the address associated with your order, which you must present in the store within 5 days of receiving it. Without this authorization email, your return cannot be processed in-store.

Please note that in-store exchanges for size, item, or color are not available. In such cases, you can make a new purchase directly in-store by paying the full amount for the new item.

After you deliver the package to the store and we verify the return, we will proceed with the refund for the returned items within 10 business days. The corresponding amount will be refunded using the same payment method as the purchase.

If your return does not meet the listed conditions, your refund will not be processed.

Please note that once a return method (shipping or in-store) is selected, it cannot be changed.

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 PROCEDURES

If you wish to proceed with a return, you must first contact Customer Service via email (customercare@bottegadelsarto.com) to:

• inform them of your decision and specify the reason;
• provide the details of the order containing the product(s) to be returned (the unique order number, your name, and your email address).

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).

Please note: it is important to ensure 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 delays in processing the return.

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.

If you would like Bottega del Sarto to arrange for your return pickup, the following costs will be applied (and deducted from the refund amount):

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.
• In the case of installment payments, the first received installment will be refunded, and the remaining installments will be canceled.

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.