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Product exchanges and Returns
Customers can return a Product or exchange a Product for an item of different color and size, when available in stock, or return the Products within 30 (thirty) days from the date of delivery of the Product.
In case of return, the Seller will proceed to refund the Customer for the full Purchase price paid (with an exception for the amounts paid by using Voucher or Discount codes, as indicated in Terms & Conditions), in a prompt manner after receiving the returned Products from the Customer. Refunds will be carried out via the same payment method initially used by the Customer for the Order.
To apply for a Product exchange or return, Customers must first ask the Seller to release a Returns Merchandise Authorization (“R.M.A”) before returning any Product.
Customers can apply for the release of the R.M.A. in the following ways:
• for registered Customers: by activating the specific procedure for Returns in the “Order” section available within the personal account area of this Site;
• for unregistered Customers: by activating the specific procedure after searching the relevant Order in the “Orders and Returns” section within the Site main menu;
• in both cases: by contacting the Customer Service via the electronic form ( Contact us section).
For more detailed information about the return procedure, please see: Return Procedure
When contacting the Customer service for returns, Customers are kindly requested to specify the unique identifying number of the Order.
Every Product must be returned having attached the security tag and all the labels, in its original packaging and with all the accessories and covers (case, hangers, garment covers, etc.) received with the Order; it must not show any signs of use, scratches or be altered in any way (worn, washed, ironed, etc.) and the Product must be returned in the same condition it was shipped, and packed properly. All shoes should be tried on a carpeted surface; in case of any sole degradation, the Seller reserves the right to refuse the return of the footwear.
The Seller offers the Customers a complimentary return service free of any shipping charges (“Complimentary return service”). To benefit from this service, Customers are required to complete the electronic Return request, where they can either opt for a pick-up service at their address, or choose to drop off their parcel at a drop off location (when available) or in a store (only in selected boutiques). In the first case, the Customers need to provide the pick-up address, the pick-up date and the contact details. If Customers want to change the pick-up date after submitting the electronic Return request, they must contact the courier or Brunello Cucinelli Customer Service to agree for a new pick-up date, referring to the Tracking number reported in the email received at the end of the return procedure. In the second case, Customers need to select the related option and submit the return / exchange request. Products can also be returned to one of the Brunello Cucinelli boutiques indicated during the return process. In this case, after indicating the Product to return Customers should select the “Return in a store” option, then choose a boutique from the list of the ones available and select a date for the Return in boutique. After completing the online procedure, the Customer will receive a Return Merchandise Authorization email, reporting the summary of the information provided. Customer must return Products to the selected Boutique within 15 (fifteen) days after the reception of the Return Merchandise Authorization.
Customers are invited to return the Orders at the designated boutique in person or by delegating another person, whose personal information (such as: name, surname, email and phone number) must be indicated during the return process.
The person designated for the Return in a boutique must bring the following documents to the Brunello Cucinelli boutique:
1. A copy of the Purchase Confirmation Email; and
2. A copy of the Return Merchandise Authorization email; and
3. A copy of the Customer’s ID; and
4. A copy of their own ID.
The Seller may refuse to accept any further Orders from a Customer after multiple returns on previous purchases by the same Customer.
Any other method of returning the Products different from the Complimentary return service will be at the Customer’s expense. By using any other option different from the Complimentary return service to return the Products, Customers acknowledge and agree to be liable for any loss or damage to the Products during the return shipment.
Customers can only dispatch the Products for return from the same country where the Products were first delivered.
Fragrance return conditions
For hygienic reasons, the right of withdrawal cannot be exercised for perfumes that have been opened after delivery and that have not been returned in their original "Brunello Cucinelli" inner packaging. If a customer wishes to return a damaged or defective product, the bottle must be hermetically sealed. Since for shipping purposes only fragrances are classified as dangerous goods, they cannot be shipped back as returns. To return a fragrance, Customers must contact our Customer Care team to receive information about the nearest Boutique or for further assistance.