Returns and Complaints

This is an English translation provided for information. The binding version is the Italian version.

Returns and Complaints

Return within 30 Days

You can return products within 30 days of the day on which you received them. During the first 14 days you have the statutory right of withdrawal (Codice del consumo, the Italian Consumer Code); we voluntarily extend it to 30 days on the same terms. More information can be found in our Terms and Conditions.

How to Return a Product

  1. Notify us of the return within 30 days of receipt. Select “Request return” in your customer account or on the order status page, or write to info.it@nordblanc.com stating your order number and the products you want to return.
  2. You will receive the return instructions and the Packeta return code by email.
  3. Pack the products well, preferably in the original packaging and with the labels attached. Remove any old shipping labels from the parcel.
  4. Hand in the parcel at a Packeta point, quoting the code you received, within 14 days of notifying us of the return. Keep the proof of delivery until you have received your refund.

The costs of returning the products are borne by you. For the use of our return code we charge a fee of 5 €, which is deducted from the refund.

Refund

We refund the price of the returned products within 14 days of the day on which we receive your return notification, using the same payment method that you used for the purchase. If you return the entire order, we also refund the initial shipping costs for the cheapest standard delivery. We may withhold the refund until we have received the products or until you show that you have sent them back, whichever occurs first.

How to Handle the Product Before Returning It

Try on clothes and shoes as you would in a shop, preferably on a clean and dry surface, and leave all the labels attached. The shoebox is part of the product, so we recommend that you return shoes in their undamaged box. If a product has been used more than is needed to check it, we may deduct from the refund an amount corresponding to the diminished value.

Exchange

Would you like a different size or colour? Return the product following the instructions above and place a new order.

Complaints and Statutory Guarantee

If a product has a lack of conformity, you are entitled to the statutory guarantee provided for by the Codice del consumo (Articles 128 et seq.). We are liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years of delivery. Unless proven otherwise, a defect that becomes apparent within 12 months of delivery is presumed to have existed already on that date. A claim to enforce rights in respect of a defect becomes time-barred 26 months after delivery. You do not have to notify us of the defect within a specific time limit to preserve your rights, but we ask you to do so as soon as possible. First of all you can request repair or replacement of the product, then a price reduction or termination of the contract.

  1. Send an email to info.it@nordblanc.com stating your order number, a brief description of the defect and, if possible, some photos.
  2. Do not send us the product before you have received our instructions. That way we can handle the complaint more quickly.
  3. If the complaint is justified, we will bear the shipping costs for the return of the product and reimburse the reasonable costs you incurred.

We respond to the complaint within 30 days of receiving it. Normal wear and tear and damage caused by failure to follow the care instructions are not covered by the statutory guarantee. If we cannot reach an agreement, you can contact an alternative dispute resolution (ADR) body or the Centro Europeo Consumatori Italia (European Consumer Centre Italy), www.ecc-netitalia.it; you can find the information in our Terms and Conditions.