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PURCHASES, SHIPPING AND RETURNS

  1. HOW TO MAKE AN ORDER

Users do not need to be registered in order to make a purchase, although registering is recommended to make the ordering and return processes easier.

If you are already registered, please LOG IN.

While doing your online shopping, you may check your cart by clicking on the “cart” icon.

Guide to sizes

Please refer to the detailed fitting instructions available in the product description and the size guide contained in the product datasheet in order to choose the best size to meet your needs. If you are not entirely satisfied with the size you ordered, you may return the item and we will send you whatever other size you choose.

Since it is not possible to cancel or change the order once it has been confirmed, we recommend you to check the selected items carefully (colour and size) in the cart summary prior to checking out.

  1. ACCEPTED PAYMENT METHODS

The payment can be made by credit card (Visa, Mastercard), PayPal and Postepay; for the moment, cash on delivery payments and wire transfers are not allowed.

After choosing the payment method, the system will redirect the customer to the website of the bank operating and managing the online payment, which Vestrum Srl has no access to.

Any further doubts concerning the information that the system may request shall be settled with the bank.

At the end of the payment process, you will receive an automatically generated e-mail containing your order identification data and confirming that the order has been finalised successfully.

In case of a payment error, no amount shall be charged and you will receive an error notification e-mail.

Credit card payment errors may be due to the following reasons

– the credit card has expired

– the credit cap has been reached: check with your bank to make sure the maximum amount of credit allowed for your credit card purchases has not been exceeded

  • some of the data entered are wrong: make sure all the mandatory fields have been filled in correctly.

– you have not entered the 3D security code: in some cases the system requires a “MasterCard SecureCode” or “Verified by Visa” security code. If you do not have this code, please ask your card issuer.

Order

At the end of the payment process you will receive an automatically generated e-mail containing your order identification data and confirming that the order has been finalised successfully.

You may track your order by logging into the website and entering the “My orders” section.

  1. SHIPPING

Orders are usually processed and handed over to the courier within 24 hours after the payment has been confirmed or on the first available working day in case the purchase is made during weekends or holidays, unless otherwise notified at check-out.

Delivery times may be longer during seasonal peaks.

When your order is processed by our operator, you will receive an e-mail notifying the change of your order status to “your order is being processed” together with the shipping number of your parcel.

Delivery takes place by DHL courier within 3/4 working days from the moment in which the parcel is entrusted thereto. Deliveries to remote areas will take up to 7 working days while deliveries abroad will take approximately 10 days.

In no case will the delivery of the items ordered take place later than 30 days from the date of the order.

When the order is entrusted to the courier you will receive an e-mail confirming that the “parcel has been shipped”.

We cannot schedule the delivery on a specific day or time as the shipping is directly and independently managed by the courier.

Delivery address

The delivery shall be made at the address specified at the cart check-out.

Users may register more than one shipping address under different titles (second place of residence, work, etc.).

We remind you that to ensure a successful delivery, all details concerning the delivery address must be specified (name of the company, business, name on the doorbell, floor, department, etc.)

It will be up to the customer to check the order status by tracking the parcel using the DHL tracking number.

The courier shall make 3 attempts to deliver the parcel and in case the recipient is unavailable, the parcel will be stored for a limited amount of time at a DHL depot.

You may track the address of the access point where the parcel is stored by accessing the DHL website with your tracking number.

We ship and return only to/from European Union (EU) members States. The company shall not pay for customs duties, taxes or any other costs in extra-EU Countries.

Delivery areas and shipping charges:

  • Italy – free shipping
  • Europe – free shipping

 

How to return an item or change the size

  1. RETURNS

If you are not entirely satisfied with your purchase, you may return the items and request the refund or replacement thereof no later than 14 days from the date of the order, by filling in the online return form.

Select the return method of your choice between refund and change and follow the instructions.

4.1 Refunds: Fill in the online return form and follow the process illustrated under point 4.3

As soon as we receive your parcel. we shall proceed to refund the returned items by crediting the amount back within 30 working days from receipt, using the same payment method used to make the order. 

4.2 Changes: The purchased products may be changed with other items of different size and colour, depending on stock availability.

We do not change items with different identification codes.

Fill in the online return form and follow the process under Point 4.3 and, in the field dedicated to the reason for the return, specify the size and colour you wish to change.

Warning: if the change specifications are not clear or inserted in the wrong field, the change request shall be ignored and the refund shall instead be made in compliance with Point 4.1

As soon as we receive your parcel, depending on stock availability, we will create a new order in your name and we shall bear all shipping costs. If the items are no longer available, we shall proceed to make a refund in compliance with Point 4.1.

4.3 How to request a return

In order to request a return, you must fill in the online form. To do so, follow this process:

  1. complete your LOG IN. You will be redirected to your account.
  2. Click on the “order history and details” box.
  3. Select the order for which you need to perform the return and check the items you would like to return
  4. State the reason for the return and your bank details in the relevant section (if you want to make a change, specify the size and colour)
  5. click on “request product return”.

In order to track the status of your return, click on “my product returns”

4.4 How to ship your returns

Only after receiving the e-mail containing our approval will you be able to ship your items and the relative invoice to the following address:

VESTRUM SHOP ON LINE

Vestrum Srl

via di Mezzo Levante 1500,

40014 Crevalcore (BO)

ITALY

Insert your items in a parcel or envelope with a copy of the invoice; you may use the same packaging used for the delivery but please remove or cover any label previously applied on the parcel by the courier.

All items returned incomplete, worn, damaged, deteriorated or dirty due to use or lacking the original packaging material (including the hanger, if supplied), shall neither be refunded nor changed but will be returned to the sender.

We do not accept returns from outside the European Union.

Return shipment costs shall be borne by the customer.

The items are returned under your responsibility; we therefore recommend you make sure they are well packaged to prevent them from being damaged or lost. Keep proof of the return and ship back the goods by registered mail, by courier or by any other means providing a certain delivery date.

Returned goods will be delivered to our warehouse where the appointed personnel will check the state of the items as soon as possible; once the return has been approved, you will receive a notice stating that the “parcel has been received”.

The refund or change will take place as soon as possible after receipt of the parcel and no later than 30 working days thereafter.

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