RETURNS & REFUNDS - EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

INFORMATION NOTICE ON THE RIGHT OF WITHDRAWAL AND RETURN OF FAULTY OR NON-CONFORMING GOOD

 

TO INITIATE A RETURN REQUEST FOR ORDERS PLACED ON OR BEFORE 27 OCTOBER, PLEASE CONTACT OUR CUSTOMER CARE TEAM 

 

RIGHTS OF WITHDRAWAL

If you are not satisfied with your purchase for any reason, you can return the products within 20 days from receiving the order.

Upon receipt of the order, you must anyhow wait 24 hours to allow updating the delivery status inside your personal account. Once updating has been carried out, the return option will be enabled.

If you are already registered to the site, you can select the return option directly from your reserved area. If you are not registered, you can request it by clicking link “Non-registered user" shown below.

 

REGISTERED USER     NON-REGISTERED USER

 

RETURN PROCEDURE

If you wish to make a return, follow these simple steps:

1. 24 hours after receiving your order, log in to your account here: Login.

Click on "My Returns" and then on "New return request".
Select the order containing the items that you wish to return or replace.
A replacement can be provided if you have received a damaged/defective item, once the conditions and availability of the same product ordered have been verified. If the item is not available, a refund will be made.

2. Once you have selected the order, specify the number of packages received that you wish to return. You can put the products in one package if possible or, alternatively, in the packages received for each order.

3. Select the items you wish to return, the quantity, the reason for your return and the type of resolution.
The products must be returned in the same condition in which you received them, i.e. in perfect condition, complete with all elements unused, the original packaging, any accompanying manuals, anti-use tags and labels still attached to the product.

4. Check your inbox regularly, as you will receive an email confirming that your return request has been processed. Goods must be returned to our warehouse within 14 days from when you receive the returns authorisation/acceptance from Moschino

5. On the first working day after the return has been created, the UPS courier will come to the shipping address provided to collect the package(s).
You do not need a return label, as the courier will attach one to the outside of the package when it is collected.

6. If no one is present at the address at the collection time, UPS will leave the return label.
From here, you can:

• book a new collection from the UPS website
• contact customer care
• drop off the package at a ups point with the return label that was delivered to you

7. Keep your proof of postage/shipping receipt.
When the package is returned to our warehouse, we will check the condition of the goods to ensure that they have been returned intact. Once this check is complete, we will refund the value of the returned goods via the same payment method used for the purchase (credit card, prepaid card, PayPal, etc.) or by bank transfer. You will be charged for any decrease in the value of the goods and we will only refund the residual value of the product.

8. The reimbursement of shipping costs is charged against the cost of shipping the return and offset against it, unless otherwise specified in connection with individual promotions.

 

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

Pursuant to Article 59 of the Italian Consumer Code, for reasons of hygiene or consumer health, the right of withdrawal is expressly excluded for perfumes, as well as underwear and beachwear items from which the anti-use tag and/or hygiene strip and/or label have been removed. Your own underwear must be worn on underwear or beachwear items. Removal of the hygiene strip is not allowed.
In order to better protect consumers and in compliance with the rules and needs of hygiene and health, if you remove the anti-use tag and/or the hygiene strip and/or the label, or if the item does not conform, we cannot accept returns of these items, which will remain available to the customer at our warehouse, at the location indicated to the customer by our Customer Care team, for 30 days after Moschino has informed the customer that the return cannot be accepted.
After this period (30 days from Moschino informing the customer that the return cannot be accepted), if the customer has not confirmed in writing their willingness to have the returned product sent back with shipping costs at their charge or their willingness to collect the product directly from the warehouse, Moschino will keep the returned product for 60 days, after which, if the customer has not informed Moschino of their willingness to collect the product or have it shipped at their expense, the customer will no longer be able to request that the product is shipped or ask to be collected from the warehouse. In the event that such items show, in Moschino's reasonable opinion, signs of use and/or washing, it will not be possible to accept the return and the procedure described above shall once again apply.

 

LEGAL GUARANTEE OF CONFORMITY – RETURNS FOR DAMAGED, DEFECTIVE OR INCORRECT ITEMS

In the event of defects or non-conformities, you will be entitled to have the Product restored to conformity, through repair or replacement, or alternative remedies in the cases expressly provided for by Legislative Decree n. 206/2005 (Consumer Code).

If you have received a damaged, non-conforming, defective or incorrect product, you can request the repair, replacement or refund of the item. Pursuant to and for the purposes of the European Directive  771/2019 / EC and the Consumer Code, the products you have purchased are covered by the legal guarantee of conformity, which covers conformity defects of the products for a maximum period of 24 (twenty-four) months from their delivery , it being understood that your action to assert the aforementioned lack of conformity will expiry in any case within the term of twenty-six months from delivery.

To request a refund, follow the instructions indicated in the previous paragraph - "Return Request" - indicating as the specific reason "Damaged, non-compliant or incorrect product" and attaching one or more images of the item in question, in which the defect is clearly visible.

Once the procedure has been completed,  you will receive a confirmation e-mail containing the return form and all the instructions to proceed with the shipment.

The authorisation to return the product will in no way constitute recognition of the non-conformities, the existence of which must be ascertained by us after the return.

We reserve the right to reimburse the defective item only after carrying out the appropriate quality checks, to verify the actual non-conformity of the returned product.
In the event that the non-conformity of the product is ascertained, we will refund you by the same payment method used for the purchase (credit card, prepaid card, PayPal, etc.) or by bank transfer.