Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within ten (10) days from the date on which you received them from www.chloe.com. Returned items must be shipped back to the Vendor within thirty (30) days from the date the package was delivered to you. The products may be returned by dispatching the package through a shipping agent of your choice. It is necessary to complete the Return Form available on the web site in the Client Relations area, in order for us to provide you with a Return Number. It is not possible to return an item in exchange for another.
Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
a) the online Return Form must be correctly completed and submitted to the Vendor within ten (10) days from the date of your receipt thereof;
b) the products have not been used, worn, washed, modified or damaged and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
c) the identification tag is still attached to the products with the disposable seal;
d) the products are returned in their original packaging;
e) Alphabet customized products should be returned as a complete set including all of their components;
f) if you would like to return an item from the socks category, please contact us for instructions. It is not possible to return used socks, or socks that no longer have the tag attached;
g) the Vendor must receive the goods within thirty (30) days from the date the package was delivered to you.
If you have fulfilled all requirements set forth above, the Vendor shall refund the entire price for the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted because they do not comply with the conditions indicated in letters a) and g) of the previous paragraph. In this case, you may choose to have the purchased products redelivered to you at your expense. If you refuse the above delivery, YOOX NET-A-PORTER GROUP S.p.A. reserves the right to retain the products and the amount paid for your purchase of the products.
Compliance Checks for returned products
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example we may make a reduction in the following circumstances:
- the product(s) have been used, worn, damaged or washed;
- the identification tag with the disposable seal is not attached to the product(s) or has not been returned. Please note that identification tag constitutes an integral part of each product; and/or
- you have not returned any packaging which is an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense. Should you refuse this delivery, YOOX NET-A-PORTER GROUP S.p.A. reserves the right to retain the products and the amount indicated for the decrease in refund, due to the decrease in value of the returned products.
You can ship your returns to the Vendor with a shipping service of your choice and the return shipping will be at your own expense. Please verify that you have accurately completed and included with your package all the necessary documentation for Customs clearance. Customs authorities require that all such documentation be written in English so that it can be used both by the authorities of the country you are shipping from (for export) and the Italian authorities (for import). We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels that are detained at Customs because of lacking or insufficient documentation. The Vendor therefore highly recommends that you choose a shipping service that permits you to trace it at any time. Be sure that the type of shipping you choose guarantees the delivery of the parcel within the time frame of 30 days from the date on which you received your order.
Refund Times and Procedures
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an email that the returned products have been accepted. Whatever the form of payment you used (Credit/Debit Card), the refund procedure will start within 30 days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
- purchase by Credit/Debit Card: refund time will depend on the credit card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not lose bank interest; therefore you will not suffer any interest loss.
All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.