The return request to Cinzia Rocca must be done without undue delays, within 14 (fourteen) days from receiving the order.
The shipment of the goods must be done within 21 (twenty-one) days from receiving the order, otherwise the return will not be accepted and the cost of the service and potential custom duties will be at your expense.
The direct cost of returning the goods will be offered by us using our courier (UPS).
If you choose a different courier from UPS, the cost of the service and the potential custom duties will be at your expense.
Return methods and size exchange
In order to get the return authorization it is necessary to fill out the ‘Returns and Refunds’ form and specify the code of the item you want to return.
After obtaining the authorization you can proceed with the return.
Without this authorization you cannot proceed with the shipment.
Size exchange
You have the possibility to request a completely free of charge size exchange (subject to product availability).
Fill out the returns and refunds form by selecting as reason of the return ‘Change size’ and report the code of the product that you want to return and the new size.
Then follow the return procedure.
FOR THE RETURNS AND REFUNDS FORM CLICK HERE
What do you need to fill out the form?
-Your personal details
-Your e-mail address
-Your order number, you will find it on your order confirmation
-Reason of the return
-The code of the item that you want to return (that you will find in the order confirmation or in the invoice) to be written in the message body
Return shipments
EU CLIENTS
After the request, you will receive an email with the instructions of how to return the product.
Before shipping please make sure you have:
-a white envelope including the UPS courier return label and a copy of the purchase invoice
How to proceed?
-Insert a copy of the purchase invoice inside the package
-Put the UPS return label on the package
-Find the nearest UPS drop off point to ship your package www.ups.com/dropoff
NB.If the return is partial, please mark the item that you want to return with an ‘X’ on the invoice
Send the packaging within 21 (twenty-one) days from receiving the order, otherwise the return will not be accepted and the cost of the service and potential custom duties will be at your expense.
EXTRA EU CLIENTS
After the request, you will receive an email with the instructions of how to return the product.
Before shipping please make sure you have:
-a white envelope including 3 copies of the purchase invoice
-a transparent envelope including 1 copy of the purchase invoice and the UPS courier return label
How to proceed?
-Insert a copy of the purchase invoice inside the package
-Put the transparent envelope including a copy of the purchase invoice and the UPS return label on the package
-Find the nearest UPS drop off point to ship your package www.ups.com/dropoff together with the other two copies of the purchase invoice
NB.If the return is partial, please mark the item that you want to return with an ‘X’ on the invoice
Send the packaging within 21 (twenty-one) days from receiving the order, otherwise the return will not be accepted and the cost of the service and potential custom duties will be at your expense.
The packaging will be sent to:
Cinzia Rocca Retail SRL
Via Borgo Belvedere, 23
25020 Dello (Brescia) – Italy
After that you will receive two e-mails:
-An email of return management or size exchange: your withdraw is in process and approved (is in our warehouse).
In case of a size exchange you will subsequently receive a new order confirmation.
-An email of refund confirmation: your refund has been managed from customer care and you will be refunded without undue delay and in any event no later than 7/14 days from exercising the right of withdrawal according to the procedures indicated in the conditions of sale of the store.
The products must be returned in the same condition of receiving: in perfect shape, with all the parts, not used, with the original package and any possible instructions attached, labels and badges on the product. Returned products will be picked up and will be checked in order to verify that they have been returned unbroken. To protect the product also from prints or labels, it will be necessary to put an additional protective shell to the products on the original one.
Compliance warranty
Without prejudice to the application of the mandatory consumer protection provisions, all products sold by the Vendor are covered by a twenty-four (24) months guarantee for lack of conformity, as provided by the applicable law. You shall inform the Vendor of the existence of any such lack of conformity within a period of two (2) months from the day when you detected the lack of conformity. Please contact our Customer Care. In case of lack of conformity, you may choose between the repair or replacement of the product. If these remedies are impossible or disproportionate you are entitled to either require the Vendor to make an appropriate reduction in the price or to terminate the contract.
If you have received a defective and / or non-compliant product, you must report the defects and / or the non-conformity no later than 2 (two) months from the discovery, sending by e-mail to the address customercare@cinziarocca.com the indication of the defect and/or non-conformity found, at least 1 (one) photograph of the Product and the order confirmation transmitted by Cinzia Rocca or the receipt.
Following the receipt of the e-mail and related documentation, Cinzia Rocca will evaluate the defects and / or non-compliance reported by you, after having carried out the quality checks to verify the actual non-compliance of the product, Cinzia Rocca will decide whether to authorize the return of the products by providing you with feedback, containing the "Return Code". The code will be sent by e-mail to the address you provided during the registration process on the Site or during the order transmission. The authorization to return the products will in no way constitute recognition of defects and / or non-conformities, the existence of which must be ascertained after the return. The products for which Cinzia Rocca has authorized the return must be returned by you, together with a copy of the return authorization communication containing the "Return Code", within 7 (seven) days from the return authorization, to the following address: Cinzia Rocca Retail SRL Via Borgo Belvedere, 23 25020 Dello (Brescia)- Italy
The direct cost of returning the goods will be offered by us using our courier (UPS). If you choose a courier different from UPS, the cost of the service and the potential custom duties will be at your expense.
In case of defects and / or non-conformities, you will be entitled to the restoration of conformity of the product by Cinzia Rocca, repair or replacement, or to alternative remedies in the cases expressly provided for by the art. 130 of Legislative Decree n. 206/2005.
If Cinzia Rocca committed to reimburse the price paid, the refund will be made, where possible, by the same payment method you used when purchasing the product or by bank transfer. It will be your responsibility to communicate to Cinzia Rocca, again via e-mail at customercare@cinziarocca.com, the bank details to make the transfer in your favor and to ensure that Cinzia Rocca is put in the condition of being able to return the sum due.