Returns and refunds

You have 14 days from receiving your order to request a return. The return is your right, and it will always be accepted if you follow our guidelines.

• The return request must be submitted strictly online by following the procedure indicated in the relevant section REQUEST A RETURN, after which you will automatically receive an e-mail of confirmation of your return request containing all the instructions necessary to properly proceed with your return.
• No replacements can be requested for goods ordered, so if you want to exchange them for another item or for the same item in a different size or color, please make a return and place a new order.
• Our return procedure only allows for the refund of items returned to the same payment method selected upon purchase.
• It is possible to submit only one single return request for each order. Once the request has been submitted and the instructions have been received by e-mail, it will not be possible to modify the submitted request or to request a new return for articles within the same order.
• Free return service will not be available if the customer needs to make a return from a country other than the country of delivery. In that case, the return shipment and any customs clearance costs and charges will be fully borne by the customer.
• The right of withdrawal only applies to products purchased on this site, therefore returns of items purchased from physical retailers or third parties will not be accepted.
• Returns sent back by procedures or couriers other than those indicated by our return policy will not be accepted unless authorized by our customer service by e-mail.
• Free returns can only be guaranteed by following our procedures and guidelines.

 

HOW TO REQUEST A FREE RETURN

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In case you are a REGISTERED user and have therefore created an account before making your purchase, you can enter your return request directly by logging in through the section MY ACCOUNT. If you do not remember your login credentials, you can follow the password recovery procedure in the LOGIN section.

• Log in to your account and enter the MY ORDERS section
• Click the ‘REQUEST RETURN ‘button next to the order. (The button appears 72 hours after your purchase and disappears automatically after 14 days from delivery).
• Select the items you wish to return, the reason for the return and complete the procedure.

 

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In case you made a purchase as a GUEST, i.e. without registering before making the purchase, you can request your return from the REQUEST A RETURN section of our website.

Please note: if you place an order as a GUEST and create an account later, you must first LOG OUT in order to follow the return procedure

• Enter your order number and associated email address
• Click the ‘’REQUEST RETURN‘’ button next to the order. (The button appears 72 hours after your purchase and disappears automatically after 14 days from delivery).
• Select the items you wish to return, the reason for the return and complete the procedure

Once you have completed the process, you will receive an automatic email confirming your return request and all the instructions to properly process your return.

RETURN SHIPPING PROCEDURE

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Once you have completed your return request in the REQUEST A RETURN section, you will receive an automatic confirmation e-mail containing:

1.Your RETURN CODE (text of the email) associated with your order (e.g. RU1234).

2.Two FORMS (text of the email) to print and cut out along the dotted lines.

3.The return label with the DHL Express shipping barcode to be printed and affixed on the parcel. Please note: if the label is missing, please check first inside the original parcel, otherwise request it to our customer service by replying to the return request email)

4.Only for ExtraCEE orders, the invoice proforma to be printed and provided to the courier upon collection.

5.Instructions for properly booking the collection of the package with our courier.

• Print the e-mail containing the two forms received, cut them out along dotted lines and insert one inside and one outside the package as instructed.
• Print the DHL EXPRESS LABEL with the BARCODE that you find attached to your return request or inside the package and stick it on the outside of the package together with FORM 1. ONLY if you also receive the WAYBILL DOC and the PROFORMA INVOICE attached to your return request e-mail, hand them over to the courier upon collection. Take care to remove or cover any shipping labels already on the package and seal the package carefully.
• Contact the DHL EXPRESS courier via the link provided in the email to book the collection of your parcel. Follow the instructions on the return request email to book the collection online or contact DHL Express customer service to book it by phone. Please note that we cannot be responsible for returns entrusted to drop off points or generally carried out not following our guidelines.

 

After verification of the integrity of the product (as per General Conditions of Contract), the cost of the item/s will be refunded, while shipping costs will be retained by FFW S.r..l.

FFW S.R.L. reserves the right to refuse return requests for which all the Terms and Conditions have not been respected. In these cases, the goods will be kept in the warehouse for a maximum of 15 days within which the customer is obliged to organize collection at his own expense and promptly inform our customer service of the pick-up details.

 

REFUNDS

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If you have made a return by following our instructions (see the REQUEST A RETURN section), you can track your return shipment by entering the WAYBILL number you find on the return label on the courier's website and, if you wish, activate automatic notifications on the courier's website to receive updates on the status of your return shipment.

From the date your return is delivered to our warehouse, we have up to 14 working days to verify that the goods received are compliant and process your refund. You will receive an automatic e-mail as soon as your return has been accepted and refunded.

Once the refund has been issued, you will also receive an e-mail notification from the selected payment method. The time it takes for your account to be credited and displayed depends on your bank and the payment method selected, so please wait a few days after receiving the e-mail and check with your bank.

 

ANY QUESTIONS?

• Can I ship the products I wish to return with a different courier than the ones you have indicated?

Yes, you can, but in this case, the return shipping will be entirely at your own expense and responsibility. The return must be authorized by our Customer Service via email.

• I have lost the return form!

If you have lost the email containing your return form, please send an email to Customer Service and request a new copy.

• Can I return two different orders in one box?

Unfortunately, this procedure is not possible. Each order/return must be sent individually and with its own documentation.

• I can't find the return shipping label for my return!

Make sure you have checked both the attachment to your return request email and inside the package. If, for any reason, you need a new return label, you can contact our Customer Service via email and request a new one.

• The courier did not show up for the pickup. Can I schedule a new pickup?

Yes, you can contact the courier, providing your pickup booking code, and request a new pickup at the date and time that is convenient for you.

Need help?

Send us an EMAIL with your inquiry: we will be happy to help you!