The collection service and the management of returns and size exchanges are available.
We are facing this difficult time together, and hopeful that life will return to normal soon, we are working to overcome the challenges posed by this situation. Even from afar, we would like to remain close to you all and as such, our customer care is available online for any doubt or request you may have.
RETURNS AND EXCHANGES
Brunello Cucinelli will replace or refund any product purchased within the online Boutique that does not conform to your expectations, provided that you submit your request within 30 days from the order delivery date. The date is determined by the courier tracking system. For this purpose, terms and conditions explicated in "Terms and Conditions" will apply.
Please follow the steps below to submit a return or an exchange request:
1. Visit the Brunello Cucinelli online Boutique
Registered customers will be able to select the order they wish to return in the section “Order” within the “Your Page” section. If you have not registered for an account, you will need to access "Orders and Returns" from the main menu and search for your order using the order number and email address included in your “Purchase Confirmation” email. Once you have selected the order, you can begin the return or exchange procedure. If possible, please provide a reason for the return or exchange, so that we may better assist you in the future.
2. Confirm the pick-up details for your return
You may choose to follow the standard online return procedure, drop off your parcel at a drop off location, or return your purchase in a Boutique.
a) If you choose the regular online return procedure, you need to provide your pick-up address, your telephone number and a date for the pick-up as these details will be shared directly with the courier. Once you have completed the online form, we will send you an email confirmation of your return or exchange request, which will include the (RAN) Return Authorization Number and the documents you need to print. In the event that the collection date indicated does not satisfy your needs, you can contact the courier through the telephone number listed hereto agree on a date for the pick-up. The courier will require the shipment tracking number included in the ‘Return or Exchange confirmation’ email. Alternatively, you can contact us for further assistance.
b) If you choose to drop off your parcel at one of the courier’s locations, first complete the online return/exchange request. Once all the details have been filled in, we will send you an email confirmation, which will include the (RAN) Return Authorization Number and the return shipping label. You should print the label and attach it to the outside of your parcel, before bringing it to the drop off point.
c) If you choose to return in a Brunello Cucinelli Boutique, you need to select a city in order to see the list of the Boutiques available. Once you have completed the online form, we will send you an email confirmation of your return request, which will include the (RAN) Return Authorization Number. Please remember to bring with you the following documents (either printed or on your smartphone) to the Boutique, in order to conclude the return:
- a valid form of identification;
- the “Purchase Confirmation” email or the “return request” email;
- a copy of your ID and a valid form of identification of the delegate (you may delegate another person to return your products on your behalf).
3. Prepare your package for the return
If you choose either the standard online return procedure, or to drop it off at a drop off location, you will need to place the products that you intend to return or exchange inside the original boxes. Please make sure that all the labels of the previous shipment have been removed. If the outer box is too damaged to be reused, please replace it with a similar box that can guarantee an adequate protection of the products. Finally, seal the package carefully and attach the shipping label for the courier. If you choose to return your purchase in a Boutique, place the products that you intend to return in their original Brunello Cucinelli package.
Please make sure that the security tag and all the hang tags have not been removed from the products you wish to return. Any packaging and accessory shipped in the original parcel must also be returned. The products must not show any signs of wear, for that they should not be used or altered in any way. The lack of one of the previously described requirements makes it impossible to accept the return request.
4. Deliver the package to the courier or bring it to the drop off point or to the Boutique you selected
Deliver the parcel to the courier according to the date and hours previously agreed, alternatively bring your purchase to your preferred drop off point or to the selected Brunello Cucinelli Boutique along with the documents listed at point n. 2. c.
We remind you that each return request refers to the products contained in one order only. For different orders, separate requests must be submitted. The Brunello Cucinelli products must be delivered to the courier for shipment or to the drop off location or to the Boutique within 15 days after receiving the authorization for the return. After receiving the products and having these been reviewed by our Quality Control Staff, we will inform you about the acceptance of the return. In the event that an exchange request is accepted, and you have requested either the regular online exchange procedure, or the drop off option at a drop off location, the new product delivery service will be handled by Brunello Cucinelli and we will provide you with a new tracking number. In this case, if your return or exchange request is rejected, any additional shipping costs will not be refunded.
Please do not hesitate to contact us for any additional question.