Refund policy
RETURN AND REFUND POLICY
We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, we offer a 14-day return policy from the delivery date of the last item in your order.
Return Requirements
To be eligible for a return, the item must:
- Not have been worn or used
- Be in its original packaging, with all tags still attached
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Be accompanied by a receipt or proof of purchase
How to Request a Return
You can start the return process in two ways:
- Independently: log in directly to your account and follow the guided procedure.
- By email: contact us at info@ladydepaz.it and we will provide you with the address to which the parcel should be sent, together with further instructions.
Note: Returns sent without prior authorisation will not be accepted.
Return Shipping Costs
The costs and organisation of return shipping are the responsibility of the customer.
If you have any questions or requests, please do not hesitate to contact us at info@ladydepaz.it.
Damaged, Defective or Incorrect Items
Please inspect your order carefully upon delivery. If an item is damaged, defective or incorrect, please contact us immediately so that we can resolve the issue as quickly as possible.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (such as food, flowers or plants)
- Custom-made or made-to-order products
- Personal care items (such as cosmetics or hygiene products)
- Hazardous materials, flammable liquids or gases
- Sale items and gift cards
If you have any questions regarding whether a specific product is eligible for return, please contact us before proceeding.
Exchanges
Need a different size, colour or product? The quickest way to make an exchange is to:
- Request a return for the original item
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Place a separate new order for the desired product once the return has been approved
Refunds
We will notify you as soon as we have received and inspected your return and will inform you of the outcome of your refund request. If approved, the refund will automatically be issued to the original payment method used for the purchase.
Note: Refund processing and crediting times may vary depending on your bank or credit card issuer.
Right of Withdrawal for European Union Customers
If you are a resident of the European Union, you have the right to withdraw from the contract within 14 days from the delivery date of the last item in your order, without having to provide any reason. The withdrawal period includes weekends and public holidays.
Quick cancellation: If you have just placed an order, you can cancel it independently within 15 minutes of confirmation directly from your account. After this period, the order enters processing and can no longer be cancelled independently.
To exercise your right of withdrawal for an order that has already been received, you can manage your return through your account or contact us at info@ladydepaz.it before the withdrawal period expires.
Return shipping costs are the responsibility of the customer, unless otherwise stated at the time of purchase. The refund will be issued within 14 days of receipt of the returned goods, using the same payment method used for the original purchase.
The exceptions to the right of withdrawal provided for under EU law apply, including customised products, sealed goods opened after delivery that are not suitable for return for health protection or hygiene reasons, and other cases provided for under Article 16 of Directive 2011/83/EU.
Customs Duties, Import Taxes and Customer Responsibility (USA)
For orders shipped to the United States, any customs duties, import taxes or other charges imposed by customs authorities are beyond Lady De Paz's control and are always the responsibility of the customer. These amounts are not included in the price of the products or in the shipping charges shown at checkout.
Refusal to Pay Customs Duties
If the customer refuses to pay the customs duties or charges requested upon arrival, the shipment may be held, rejected or returned to the sender. In such circumstances, Lady De Paz will not be able to accept the return or issue a refund unless the customer covers all return shipping costs and any additional charges imposed by the courier or customs authorities.
By proceeding with the purchase, the customer fully accepts these conditions.