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 cancel your purchase and return purchased products. You must inform the Vendor of your decision to cancel and can do so by: (a) using the online return form available on the website (the “Return Form”); or (b) Contacting US within fifteen (15) calendar days from the date on which you received the purchased product (or for purchases of multiple products, the date of which you received the last product) from www.stoneisland.com. Returned items must be shipped back to the Vendor within fourteen (14) calendar days from the date you notify the Vendor of your decision to cancel. The products may be returned by dispatching the package through the shipping agent indicated by the Vendor (UPS), or through another shipping agent or postage method. We also invite you to complete the Return Form* available on the web site in the Customer Care 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:
- we invite you to correctly fill in and submit either the online Return Form* or this alternative Form (which you may post or email to us) within fifteen (15) calendar days from the date of your receipt thereof;
- the products have not been used, worn, washed or modified;
- the identification tag is still attached to the products with the disposable seal;
- the products are returned in their original packaging
- the returned items must be shipped back to the Vendor within fourteen (14) calendar days from the date you notify us of your decision to cancel;
- the products should 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) and e) 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.
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 products must not have been used, worn or washed and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
- 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 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.Without limiting the paragraph above, the cancellation right set out above does not apply to:
- sealed products unsealed by you following delivery, where return of such products is unsuitable due to health protection or hygiene reasons;
- products comprising sealed audio or video recordings or computer software, if the product becomes unsealed after delivery;
- products which are made to your specifications or clearly personalised; or
- products which have become inseparably mixed with other items after delivery.
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, PayPal, Cash on Delivery), the Vendor will refund you all payments received from you for such cancelled purchase, including standard delivery costs, if any have been paid (but excluding supplementary costs for expedited delivery options, gift wrapping and other additional expenses) within:
- where we collect the products from you through our approved courier, fourteen (14) days from when the Vendor was informed of your decision to exercise your right to return the purchased products; or
- when you return the products yourself, fourteen (14) calendar days of the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, within such time.
You may be liable for, and we may deduct from any refund due to you, any diminution to the value of the returned products caused by your handling of the products, save to the extent necessary to ascertain the characteristics, functions or nature of the products. Without prejudice to the above, 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 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 made by Cash on Delivery: you will be refunded the amount you paid for the products returned to the Bank account you indicate in the Return Form*; the time needed for refunding depends on the information you provided in your order; normally refunds take place within fourteen (14) calendar days. Please remember it is necessary to have a Bank account in order to receive a refund for cash on delivery orders;
- payment by Online bank transfer (where available): time will depend on the bank's policies.
Conditions for the exchange of products
In certain specific cases, duly specified in the Return Form, you shall be entitled to exchange your product for a different size or colour of the same model, instead of being refunded the relative price. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return Form on the website, which allows you to exchange your purchased products using the options available. The request for an exchange of the product is subject to the following conditions:
- 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;
- 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;
- you may request to exchange one or more purchased products within and not later than fifteen (15) calendar days of the day you receive the products, by filling in the Return Form and sending it via electronic means to the Vendor within the aforementioned deadline. The products to be replaced should be returned within fourteen (14) calendar days of when the Vendor was informed of your decision to exercise your right to return the purchased products;
- you may only submit a single replacement request for each product purchased;
- the products for which you request the replacement must be returned to the Vendor 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;
- the products to be exchanged that are part of a single order must be returned to the Vendor in a single shipment. the Vendor 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 Form containing you request for goods replacement, the Vendor 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, the Vendor will inspect the products to check that all the above requirements have been fulfilled, the Vendor 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, the Vendor 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, the Vendor 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 the Vendor was made aware of your request for exchange The costs for shipping the replacement products shall be borne by the Vendor.
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. However, if you choose to return the exchanged product in accordance with your legal rights within fifteen (15) calendar days of the day you received the product, you will receive a full refund for the price paid for the product.
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 have the original products shipped back at your expense or the Vendor will issue a refund in accordance with the procedures set out in Sections 1 and 2.
The exchange products are subject to a subsequent product return procedure, in accordance to Sections 1 and 2 herein.
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.
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: http://www.ups.com/) to organise pick-up. If you decide to use a different shipping courier than the one provided by www.stoneisland.com, 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. For your protection, we recommend that you use a courier service if you choose to return the goods other than via the pre-paid mechanism and approved courier.
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 paper Return Form to exercise your right to return.