Above all, we want you to be happy with your purchase!
If something doesn't look or feel right, send us an email at firstname.lastname@example.org and we will fix the problem!
Remember, our policy is only valid for 30 days for exchange/refund requests. If 30 days have passed since you purchased the item, unfortunately we cannot offer you an exchange or refund.
In addition, order cancellation is only valid for 24 hours from the time of order except for items that have already been processed, thus with tracking code that can be consulted by the customer.
In order to deem a product to be truly defective, an analysis must first be performed by our store's service team.
Also, remember that when you place an order, it means you accept all of the following terms:
Size change can be requested within 15 days to our customer service department. This is a quick and fast solution to change a size or fit that you are not happy with.
REPLACEMENT / PARTIAL REFUND
We offer replacement or partial refund of the product in the following cases:
- Color of product shipped different than ordered;
- Size of product shipped different from that ordered;
- Damaged due to defects in our factory or by the shipper.
Replacement can be exchanged for a partial refund of 30% of the item upon agreement by email contact with the support team (refund amount not negotiable).
We offer total refund of the product in the following cases:
- Substantial difference between what was ordered and what was received;
- Right of withdrawal (14 days after receipt of the product as per European regulations).
We generally do not accept credits or exchanges due to customer error, for example:
Incorrect sizes, patterns, colors, wrong shipping address etc.
Therefore, check your order carefully before you checkout to make sure your order is correct.
If you would like to file a complaint, please send us an email at email@example.com and include the following information (this is mandatory):
- Order number
- Video/picture of the defective product
- If your complaint is about a printing error, you must include a photo of the error.
- If your request concerns the size or position of the print, place a tape measure, stick or ruler on the affected images.
- If any part of your product is missing, send us a photo of the envelope of the package you received, including the shipping label, so we can send it to our production department to investigate the problem.
- Complete shipping address
Shipping valid for reimbursement is the responsibility of the customer and is to be made to China/Hong Kong to the address provided by service. Shipping should not be made to the address shown as the sender on the package.
Alessandro Toscani disclaims all liability for goods sent to any other address not disclosed by customer service.
Any attempt to receive a refund following a refusal of delivery of the order exercised to a courier company cannot be accepted, so we will not be able to refund