Shipping & Return Policy
At Schostal Originals, we value customer satisfaction and understand that you may need to return or exchange an item from time to time. Please carefully review our Return Policy outlined below to ensure a smooth return process.
International Orders: Shipping Information
1. Delivery Timeframe: International shipments may encounter customs clearance procedures, potentially causing delays beyond our control. Delivery times vary based on your location and local customs regulations.
2. Customs Duties: Orders shipped outside the European Union (EU) may be subject to customs duties, taxes, or other fees determined by the destination country's customs authorities. The recipient is responsible for these charges upon delivery. Schostal Originals is unable to predict the amounts and is not liable for these charges.
Return & Exchange Policy
1. Return Timeframe
You have 14 calendar days from the date of delivery to initiate a return or exchange. If 14 days have passed since you received your item(s), unfortunately, we cannot offer you a refund or exchange.
2. Return Eligibility
To be eligible for a return or exchange, your item must:
a. Be unused and in the same condition that you received it.
b. Have all original tags attached.
c. Be in the original packaging.
3. Non-returnable Items
The following items are non-returnable:
a. Gift cards.
b. Final sale items or sale items.
c. Undergarments and swimwear, for hygiene reasons.
d. Customized or personalized items.
4. Return Procedure
To initiate a return or exchange, please follow these steps:
a. Please fill out our product Returns Form or contact our customer service team at firstname.lastname@example.org and provide your order number, date of purchase, item(s) you wish to return, and the reason for the return.
b. Our team will review your request and, if approved, provide you with a pre-paid return shipping label (where applicable).
c. Securely pack the item(s) in the original packaging, including a copy of the receipt or proof of purchase.
d. Affix the pre-paid shipping label to the package and send it to the address provided by our customer service team.
5. Refunds & Shipping Costs
Please note that refunds do not include customs duties or shipping costs for international returns. Customers are responsible for covering the cost of return shipping.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-14 business days.
Items sent back to us without first requesting a return will not be accepted.
If you need to exchange an item for a different size or color, please contact our customer service team at email@example.com. Exchanges are subject to availability and can only be made for items of equal value.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
7. Shipping Costs
Schostal Originals will cover the cost of return shipping for customers within the European Union. However, customers outside of the EU are responsible for covering the cost of return shipping (customs duties may apply).
8. Return Address
Please send your return to the following address:
Schostal Originals - Magazzini Schostal Srls
Rome - 00191
9. Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer service team within 24 hours of delivery at firstname.lastname@example.org. Include a description, photos of the damage or defect, and your order number. We will work with you to resolve the issue as quickly as possible.
10. Late or Missing Refunds
If you haven't received a refund, check your bank account first. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you have completed these steps and still have not received your refund, please contact our customer service team at email@example.com.
We appreciate your business and hope to provide a seamless return experience. If you have any questions or concerns, please do not hesitate to contact our customer service team at firstname.lastname@example.org.