Return & refund policy

If you are not satisfied with your order you can exercise the right to return your items.

Send us an email at customerservice@fratellirossi.it or call us at + 39 392 8669614 (service available Monday to Friday from 10am to 6pm CET), providing us with your Order Reference Number.

Returns are free in Italy, while in Europe and in the Rest of the World we charge €15 and €30 respectively. 

CONDITIONS TO EXERCISE YOUR RIGHT OF RETURN

The right of return is exercised correctly if the following conditions are met:

  • The request of return must be notified within 14 days from the date you received your order.
  • The products must not have been used, worn, washed or damaged.
  • The products come equipped with a disposable seal. We invite you to try the product without removing the seal.
  • The products must be returned in their original packaging complete of all accessories shipped with them (e.g. cloth, shoehorn).

If the return does not meet our conditions, we will not be able to proceed with your refund.

The products in the "OUTLET" section or the products to which a discount has already been applied, the right of withdrawal is not applicable. Furthermore, it is not possible to use discounts of newsletters or other promotions on these products. If the size does not fit well, the customer can change the shoe with another size, or replace the shoe with a different product that has the same or higher purchasing value.

SHIPPING

Once we receive the necessary information, we will contact TNT Express Courier to schedule your pick-up. We will then inform you of the exact date and approximate time of when the pick-up will take place.

We will send you via e-mail the Waybill which you will have to print and give to TNT at the time of pick-up. Inside the original package you will find a white envelope that you will have to use to cover the package externally before giving it to TNT. Make sure it is properly sealed!

REFUND TIMES AND METHODS

After receiving your return, we will check if all the requirements have been met. Once this is completed you will receive an email confirming the acceptance of your return. Whatever payment method you have used, the refund will be activated as soon as possible, and in any case within 7 days from the date we received the return.

If the return shipment originates outside of Italy, you will be subtracted from the refund the cost for the international shipping. You can find all the information regarding the costs in the Shipping page.