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Our Assistants are at your disposal to help you navigate and discover our online Store, to advise on purchases and give you all the information you might need on orders and deliveries, or for any other request. Our Customer Service operators are available: Monday through Friday, from 8 am to 5 pm holidays excluded.
Always preserving your right to rescind the contract (see standard return policy, standard return form and art. 11 of the General Terms of Sale), as well as what established by the Legal Warranty of Conformity and the Standard Manufacturer's Warranty, art. 12 and 13 of General Terms of Sale, you can replace any product purchased on STORE.FAY.COM within 14 days starting from the delivery date.
Follow these easy steps to proceed with the product replacement:
1. Contact the Customer Service and notify which item you would like to receive as a replacement for the one you have purchased and returned; if the desired item is available, the Customer Service will reserve it for you while waiting for the returned item and the exchange form duly filled out;
2. Fill out the exchange form found inside the parcel containing the purchased goods; 3. Please carefully pack the returned item and the exchange form, duly filled out, in their original packaging. You can re-use the same box used for delivery or, if you prefer, another box with similar features;
4. Seal the parcel and apply the pre-paid UPS label contained inside the parcel in which the purchased item was delivered; if you are re-using the same box, please place the UPS label on the shipping address tag in order to perfectly cover the previous shipping information;
5. Contact UPS at 08457-877877 or via the website www.ups.com to arrange the courier pick-up.
If you have lost the UPS label, please ask for a new one when contacting UPS to schedule the pick-up, and fill it out with the following details:
c/o FASHION LOGISTICS
Via Carlo Strinati, 17
Flag the “Standard Service” and “Charge to recipient” options on the new label and specify the following code as UPS recipient code: Y5239E (Italiantouch SRL).
The return service we offer in partnership with UPS is pre-paid and allows you to be refunded if the returned item is stolen or lost when it is shipped back to our warehouse. If you prefer, you can use a courier other than UPS, but in that case you will be responsible for any return postage charges; we strongly recommend to insure the parcel so that you can be refunded in case the shipping is stolen or lost.
In order for the return shipping to be considered eligible for a refund or replacement, please follow the procedure outlined above and hand it to UPS or your preferred courier within 14 days from the date of receipt.
Please note that the requested replacement is possible only if the desired item is available in our warehouse and only if the returned item is unused and in the original condition, including accessories, tags, instructions and original packaging, along with a copy of the purchase receipt and return form filled out in all its parts. ITALIANTOUCH reserves the right to reject any return request that is not notified within the 14-day term stated above or concerning products which are not returned in their original conditions. In this case, no refund of the paid amount will be issued.
Should the above mentioned conditions apply, we will:
- refund the amount paid for the purchased goods (minus the shipping costs you may incur when returning or exchanging items nor any other additional cost) without any delay and in any case within and no later than 3 business days of receiving the goods back. The amount will be credited back to same account through which payment was made. You will also receive a refund confirmation via e-mail;
- charge you the price of the item requested as replacement at the moment of shipping (regardless of the price being the same, lower, or higher when compared to that of the product purchased in the first place) using the same payment method used for the original purchase. At the time of shipping you will receive a shipping confirmation via e-mail;
- deliver the item chosen as replacement, upon receipt of the returned goods:
• within 5-10 days if you had selected the “Express delivery” option at the moment of original purchase;
• within 7-13 days if you had selected the “Standard delivery” option at the moment of original purchase.
The delivery terms above become effective starting from the moment we receive your returned item(s).