As a result of the latest governmental guidelines, all pick-ups as well as the final steps of all returns and size exchanges performed in our warehouse will be temporarily suspended and resumed on April 6th. The request for a return or a size exchange will be available for an additional 30 days starting from April 6th.
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 from the online Boutique that does not conform to your expectations, provided that you submit your request within 30 days from the product delivery date. The date is determined by the courier tracking system. For this purpose, terms and conditions explicated in "Terms and Conditions" apply.
Please follow the steps below to make a return or exchange:
1. Visit the Brunello Cucinelli online Boutique
Registered customers will be able to select the order they wish to return in the section “Order” under 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, email address and postal code of the billing address that was included in your “Purchase Confirmation” email. Once you have selected the order, you may begin the return or exchange process. If possible, please provide a reason for the return or exchange so we can better serve you in the future.
2. Confirm the pick-up details for your return
You may choose to follow the standard online return process or return your purchase in a Boutique.
a) If you choose the regular online return process, you have to provide your pick up address and telephone number on the online form as they will be shared directly with the courier. You will have the option to specify a date for pick up. Once you have completed the online form, we will send an email confirmation of your request for return or exchange that will include the (RAN) Return Authorization Number. In the event that the collection date indicated does not satisfy your needs, you will need to contact the courier directly through the telephone number listed at ups.com to agree on a date for pick up. The courier will require the shipment tracking number included in the ‘Return or Exchange confirmation’ email. Alternatively, you can contact our Customer Care.
b) If you choose to return your purchase in a Boutique, you need to select a city in order to see the list of available Boutiques. Once you have completed the online form, we will send an email confirmation of your request of return or exchange that will include the (RAN) Return Authorization Number. Remember to bring with you to the Boutique the following documents (either printed or on your smartphone) 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 collect your purchase on your behalf).
3. Prepare your package for the return
If you choose the standard online return process, store the products that you intend to return or exchange in their Brunello Cucinelli packaging and place them inside the original outer packaging. Please make sure that all the labels of previous shipment are removed. If the outer packaging is too damaged, you will need to replace it with a similar package that guarantees adequate protection of the products. Finally, seal the package carefully. If you choose to return your purchase in Boutique, place the products that you intend to return or exchange in their original Brunello Cucinelli packaging.
In both cases, please make sure that the security tag and hang tags of the products that you intend to return have not been removed. Any packaging and accessory shipped in the original packaging must also be returned. The products must not show any signs of wear, use or be 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 Boutique
Deliver the package to the courier, as per the date and hours previously agreed or bring your purchase to the selected Boutique along with the documents listed at point n. 2. b.
We remind you that a single request for return may only concern products contained within a single order. For different orders, separate requests must be made. Brunello Cucinelli products must be delivered to the courier for shipment or to the Boutique within 15 days after receiving the authorization for return or exchange. After receiving the product and having it reviewed by our Quality Control Staff, we will inform you of the acceptance of the return or exchange. In the event that an exchange request is accepted, the new product delivery service will be handled by Brunello Cucinelli and we will provide you with updated tracking information, if you requested the standard online exchange procedure. 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 with any questions.