RETURNS AND REFUNDS
We hope the goods are to your liking! If you still change your mind, the return request must be filled in directly online within 14 days from the date of receipt of your order.
The products must be sent back exactly in the same condition in which you received them: not worn, not washed and returned with all the tags attached.
In any case, the right of withdrawal shall lapse if Filoblu finds that:
- the returned product and/or its accessories and/or its packaging are not intact;
- the product is missing its outer packaging and/or the original inner packaging,
- the product has missing elements and/or accessories (e.g. closures, laces, buckles, etc.).
In case of right withdrawal expiration, Filoblu will return the purchased product to the sender, charging the same shipping costs and, if already refunded, the price of the product.
RETURN REQUEST FOR REFUND
|IF YOU HAVE AN ACCOUNT ON OUR WEBSITE:||IF YOU ARE AN UNREGISTERED USER (ORDER AS GUEST):|
|1. Connect to the MY ACCOUNT section, in the user dashboard, ORDERS area..
2. Enter the details of your order and select the item "RETURN"
|1. Connect to the Guest Order Control area via the link
2. Fill out the form with the order number (do not enter #), your last name and your email. Click on the Return tab.
3. Enter the return request for the products to be returned choosing "refund" as solution of the request, you will immediately receive an email confirming your return request.
4. Once the return request is completed within 1-2 working days you will receive an email confirmation with the authorization from our Customer Care with the warehouse address to ship back the goods.
RETURN OF PRODUCTS
How do I return my items?
- Print the return authorization email and insert it in the package along with the items to be returned.
- Send the parcel by courier or national postal service to the address you receive in the return authorization email. We remind you that the shipping costs are charged to the customer,our Customer Care does not provide the return label.
- Keep the shipping receipt of your parcel
For logistical reasons we have two separate warehouses, the products must be sent to the following address:
|For parcels coming from EU countries: Italy Austria Latvia Belgium Lithuania Bulgaria Luxembourg Czech Republic Malta Cyprus Netherlands Croatia Poland Denmark Portugal Estonia Romania Finland Slovakia France Slovenia Germany Spain Greece Sweden Ireland Hungary||For parcels coming from non-EU countries*: Andorra Armenia Azerbaijan Belarus Vatican City Georgia Iceland Liechtenstein Moldova Monaco Norway United Kingdom Russia San Marino Switzerland Ukraine + Asia, Africa, Australia, North America and South America|
|FiloBlu c/o Snatt Logistica Spa Mag. L
Via San Biagio 65/67
42024 Castelnovo Sotto (RE)
|FiloBlu c/o Snatt Logistica Spa
Via Kennedy 12/B
42040 Campegine (RE)
* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to declaration.
This means that the goods must be accompanied by a pro forma invoice for returns sent to CAMPEGINE.
Please download the proforma invoice here: PRO FORMA INVOICE non-EU countries.
The pro forma invoice must be correctly filled in and attached to the outside of the box (never put it inside the box).
If you print the proforma invoice from our website, this will help us accelerate the process of customs clearance of your return.
We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.
As soon as your return will be delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.
The refund will be made within 14 days of receipt of the goods on the same payment method used to confirm the order.
We also remind you that the technical time to obtain the refund depends on the internal procedures of your credit institution.
RETURN FOR FAULTY OR INCORRECT PRODUCT
In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement".
FRAU is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online ( in case of defective and/or non-conformity), please contact our Customer Care.
Please provide all the necessary information, including, ideally, the related order number and pictures with the product labels that you received.Before sending the goods back we kindly ask you to wait for a reply from our Customer Care that will deal with your claim as soon as possible.