Return & Refunds
For any reason, customer can return the order, entirely or partially. Items can be returned for a size/color exchange or for refund within 14 working days from delivery of the parcel. Items must be returned in the same original conditions, neatly packed and with the return tag still attached.
If customers wish to return an item, they are to contact the Customer Service staff and request a return authorization number (RAN). The written request will have to include the order number, the code of the item(s) to be returned and the reason of return: refund or size/color exchange.
After submitting such request to the Customer Service, customer will receive an email containing the return authorization number (RAN) and the detailed instructions to be followed in order to complete the return. Customer is to write the given RAN on the return tag attached to the item(s) and on the copy of the invoice which is to be put in the box. Customer is kindly invited to accurately follow the return instructions.
Customer can choose between the following options of compensation:
- Color/size exchange:
Items can be exchanged for the same model in a different size or color, if available. Exchange with different items will not be accepted. The new exchanged item can be returned following the same procedure.
In case customer requests the refund of the item(s) returned, credit note will be issued the same day the parcel is returned to our warehouse, and only after the quality check on the item(s).
For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card, this time generally takes up to 20 working days.
Refund of orders made by bank transfer will be completed on the original bank account within 48 working hours from the delivery of the returned parcel, and only after receiving the bank details from customers.
Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.
TERMS AND CONDITIONS OF RETURN
Customer is kindly invited to carefully follow the return policy of MARTINA CASTELLANI, briefly summed up below.
Item(s) can be returned only for the following reasons: refund and color/sixe exchange.
Item(s) must be returned in its(their) original conditions, neatly packed and with the return tag still attached.
The returned item(s) should have not been worn, washed or altered. The shoes’ soles must be returned in perfect conditions and should not show any use signs.
Item(s) must be returned with its (their) original tag, wrapping and other accessories (dustbag and covers, etc.) received in the box. Shoes and accessories must be returned in their original packaging that should not be damaged or altered or used as the packing box for shipment.
In case of defective item, or incorrect item following a mistake attributed to MARTINA CASTELLANI, customer is kindly asked to follow the same return instructions. Also, customer is asked to attach detailed pictures proving the defect or the mistake. In these cases, shipping costs and duty and tax fees will be at the expense of MARTINA CASTELLANI.
Returns will have to be packed in the same box sent by MARTINA CASTELLANI, and should have a copy of the invoice inside.
Shipping costs vary on the items to be returned. For items purchased at full price or below 30% off, shipping costs are at the expense of MARTINA CASTELLANI. For items discounted at or above 30%, shipping fees are charged to customer. Any duty and tax related to the import of the box are always at the customer’s expense.
Below the shipping fees set for each geographic area:
European Union (Italy excluded): €20
Rest of the world: €30
Return authorized by MARTINA CASTELLANI must be shipped from the same shipping country MARTINA CASTELLANI sent the parcel to.
Authorized returns must be shipped using the carrier suggested by MARTINA CASTELLANI in the email providing the return instructions. MARTINA CASTELLANI reserves the right not to accept returns if customer tenders the box to a different carrier and in case the delivery of the parcel entails extra costs for MARTINA CASTELLANI or involves the collection to one of the carrier’s branches.
MARTINA CASTELLANI reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of MARTINA CASTELLANI. In these cases, MARTINA CASTELLANI can return the box to the sender at the original shipping address. In case MARTINA CASTELLANI accepts returns that were not authorized or not in compliance, MARTINA CASTELLANI can withhold the 10% of the value of the returned item from the refund.