Refund Policy

Returns must be requested and shipped within 14 days of delivery. Requests received after this period cannot be accepted under any circumstances. For international orders (including the USA), duties and taxes are non-refundable and late returns cannot be processed.

To initiate a return, please follow the steps below:

 

For returns within Italy

Please contact us at customerservice@alessandrarich.com to initiate your return process.

 

For returns outside Italy

Please click the following link to download your prepaid return label: Returns Portal.

 

Condition of items

Items must be returned in their original condition, unworn and unused, with all tags and labels attached, and in the original packaging. If items are returned in a condition that is not fully resalable, we reserve the right to make a deduction from your refund to reflect any loss in value.

 

How to return

Step 1: Pack the item(s) securely together with the return form, using the original box if possible.

Step 2: Attach the prepaid DHL label to the outside of the package, covering any previous addresses.

Step 3: Contact DHL (www.dhl.com) to arrange collection. All items must be shipped from the same country to which they were originally delivered. Please ensure you retain proof of postage.

 

Refunds

Once your return has been accepted, you will receive a confirmation email and your refund will be issued to the same payment method used for the order.

Please note: when returning from outside Italy, you will first receive an email confirmation from our logistics partner Global-e once the goods have reached their international hub (usually in the Netherlands). This confirmation is not the same as receipt at our Returns Facility in Italy, where your return is processed. Refunds will be issued within 14 days of receipt of your return at our Italian facility, in line with consumer protection regulations.

 

Shipping, Duties & Return Costs

Outbound shipping is provided by us at no charge to the customer. As such, no shipping costs are refundable on the original order.

Please note that all duties and taxes paid at the time of delivery are non-refundable.

Returns must be made using our authorised returns portal. Where this process is followed, return shipping is arranged and covered by us.

If a return is made independently by the customer (outside of our authorised process), all associated costs remain the responsibility of the customer, including:

* return shipping
* duties and taxes
* any re-import charges

These costs will not be reimbursed.

 

Questions

If you have any further questions, please contact us at customerservice@alessandrarich.com.