Legal Area

Returns Policy

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 fifteen (15) days from the date on which you received them from the Vendor. Returned items must be shipped back to the Vendor within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract. The products may be returned by dispatching the package through the shipping agent indicated by the Vendor (UPS), or through another shipping agent, (per the standard form pursuant to Art. 49, subsection 4 of the Consumer Code). We also invite you to complete the ‎‎Return Form*‎‎ available on the web site in the ‎Customer Service‎‎ area, in order for us to provide you with a Return Number (the Vendor will send you an e-mail confirming receipt of the withdrawal request sent through the Return Form*), or after having drafted and sent the Vendor another declaration explicitly stating your decision to withdraw from the contract, without prejudice, in this latter case, to it remaining your responsibility to prove that you exercised your withdrawal right in a proper, timely manner.

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 ‎‎Return Form*‎‎ must be correctly completed and sent to the Vendor within fifteen (15) days after receiving the products;
b) the products must not have been used, worn or washed;
c) the identification tag must still be attached to the products, along with the disposable seal, which constitutes an integral part of the item;
d) the returned products must be in their original packaging;
e) returned items must be sent back within fourteen (14) days of when you informed the Vendor of your decision to withdraw from the contract;
f) the products must not be damaged.
 

If you have fulfilled all requirements set forth above, the Vendor will fully refund the price of the returned purchased products. You will only be charged for the return shipping cost, unless the Vendor expressly exempt you from these costs at the time of purchase, and on the subsequent condition that you use the shipping agent indicated in the Return Form. Should you decide to use the courier indicated by the Vendor in the online Return Form, you will not have to directly take care of the return shipping costs, which are at your expense. In this case, the Vendor will pay the return shipping costs for you and will withhold a flat fee as payment for the return shipping. The fee will correspond to the original cost of shipping for the order. If an alternative courier is used for your return, you will have to pay for the return shipping cost upfront and at your own expense. You will be notified if the returned products cannot be accepted because they do not comply with the conditions indicated in letters a), e) and f) 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 reserves the right to retain the products and the amount paid for your purchase of the products. You will also be contacted if your return cannot be accepted because it does not comply with the conditions indicated in letters b), c) and d) of the preceding paragraph. In this case, you may choose to accept a decrease in the refund, of which you will be informed, due to the decrease in value of the returned products, or to have the purchased products redelivered to you at your expense. Should you refuse this delivery, YOOX NET-A-PORTER GROUP 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.

For Switzerland and Norway only: please note that any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded.

Refund Times and Procedures
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted, or, if a decrease in value of the returned products has been detected, you will receive an email informing you of the amount being deducted from the refund. Whatever form of payment you used (Credit/Debit Card), the refund procedure will start within fourteen (14) 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 form of payment 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 suffer any interest loss;
  • payment by PayPal (where available): refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card;
  • payment in cash upon delivery: the refund is issued to the checking account you have indicated, therefore the refund time is dependent on you correctly entering the data; normally the credit occurs within fourteen (14) days.

Identification Tag
All products sold by the Vendor include an identification tag attached 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.

Conditions for Product Exchange
In certain circumstances, detailed in the Return Form, you shall be entitled to exchange your purchased products with other products, in place of receiving a refund of the relative sum.
The request for an exchange of the product is subject to the following conditions:
a. product exchange shall only apply to purchased products for which this possibility is expressly specified on the online Return Form on our website by means of the word “EXCHANGE” being available;
b. you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour. The available replacement options will be indicated in the online Return Form;
c. you may request to exchange one or more purchased products within and not later than 14 (fourteen) days of the day you receive the products, by filling in the Return Form and sending it via electronically to YOOX NET-A-PORTER GROUP within the aforementioned deadline. The products to be replaced should be returned within 14 (fourteen) days of the day you received them. ;
d. you may only submit a single replacement request for each product purchased;
e. the products for which you request the replacement must be returned to YOOX NET-A-PORTER GROUP in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
f. the products to be exchanged that are part of a single order must be returned to YOOX NET-A-PORTER GROUP in a single shipment. YOOX NET-A-PORTER GROUP reserves the right to refuse products of the same order that are shipped for replacement in different stages.

If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return and Exchange Form containing your request for goods replacement, YOOX NET-A-PORTER GROUP will process said request by sending you a relevant confirmation email.

Deadlines and Procedure for obtaining Products Exchange
After receiving the products to be exchanged, YOOX NET-A-PORTER GROUP will inspect the products to check that all the above requirements have been fulfilled, #YNAP will then verify the actual availability of the replacement products in its warehouses of the products to ensure that the size and/or colour you have selected are available.
If the selected replacement products are not available in the warehouse, YOOX NET-A-PORTER GROUP will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with the procedures specified in Sections 1 and 2 herein.
If the selected products are available in the warehouse, YOOX NET-A-PORTER GROUP will accept your request for an exchange and will send you an email confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which YOOX NET-A-PORTER GROUP was made aware of your request for exchange, once the condition of the products for exchange as detailed above has been verified. The costs for shipping the replacement products shall be borne by YOOX NET-A-PORTER GROUP who will choose the carrier.
When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. You will be contacted by the Vendor if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can choose to have the original products shipped back at your expense. If you refuse this delivery, YOOX NET-A-PORTER GROUP reserves the right to retain the products and the amount paid for the purchase of the same.
The exchange product or products are subject to a subsequent product return procedure, in accordance to Sections 1 and 2 herein.

UPS
As advised by the Vendor, returned products may be shipped by the package delivery company UPS, using the pre-printed label enclosed in the package in which the products were shipped. If you use UPS, the Vendor will be paying the shipping costs and track the package at any time. Please ‎contact UPS‎‎ (or visit their site: www.ups.com) to organise pick-up. If you decide to use a different shipping courier than the one provided by the Vendor, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport.

Consumer Code
These Conditions for exercising the withdrawal right, which form an integral part of the General Terms and Conditions of Sale, are regulated by Italian law and in particular by Legislative Decree No. 206 of 6 September 2005 on the Consumer Code in Chapter I “Consumer rights in contracts.”

*Download and complete the Hardcopy Return Form to exercise your right to return (for EU Countries only).
 

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