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Item(s) shipped from Superga.com warehouse (Basic Italia)

 

We do not exchange products but you can send it back for a refund. You can then make a new order and buy an item that you are interested in.

 

If a product is faulty, please visit the “Returns and refunds” section, “What do I need to do if I have received a faulty item?”;

 

All customised goods are made especially for you so returns are not possible unless the item is faulty.

 

If you have received a faulty customised product, please visit the “Returns and refunds” section, “What do I need to do if I have received a faulty item?”;

  

Item(s) shipped from a physical store

 

Items shipped from a physical store can be exchanged/replaced in any physical store with the same sign as the Brand purchased.

Show  the receipt within 60 days from the date of purchase and the item that you want to exchange/replace. You will be able to change the item with one of equal or higher value (adding the amount difference) than the one purchased in the original order.

 

After the change in a physical store it will no longer be possible to proceed with the online return of any items in the order. This service is only reserved to stores in Italy.   

 

Attention:

The link for entering the return request is active in your Account as soon as all the goods included in the order have been delivered and the request can only be sent once. In case you intend to return products at a later time you must Contact us.

You have 60 days from delivery during which you can fill in the online form for the return of one or more products.

 

The link to open the return form will be available in your Account when all the items you have ordered will be delivered. The return form can be filled one time only.  In case you need to return goods at a later time you must contact us.

 

Click on “My Orders” and login using your username and password.

Click on the order number then on “Return orders” and fill in the information required. You will then receive a confirmation email with the return number and instructions on how to send the goods back.

 

Do not follow this process if you have received faulty goods but click here instead, or visit the “Returns and refunds” section, “What do I need to do if I have received a faulty item?”.

 

If you purchased as Guest click 'Search orders' in the top menu and enter the e-mail address you indicated during the purchase and your order number (for e. SO-000000001). Click on the order number and use the "Return orders" function.

Enter the requested information. You will receive a confirmation e-mail indicating a return number and instructions on how to return the goods.

Do not perform this procedure if you have received a defective item, please visit the “Returns and refunds” section, “What do I need to do if I have received a faulty item?”.

You need to complete the return request (sends you back to point How can I return one or more products) and send the items back within 60 days or bring it at the nearest shop you have choosen between the conventioned ones,  in accordance with article 52 of the Italian Consumer Code (6th September 2005).

You can return one or more items and make a single package of all products for which you wish to receive a refund.

During the return procedure you can decide whether:

procedure by post/courier to Superga.com warehouse (Basic Italia). This is at your charge and responsibility and can be carried out using the means you consider most convenient (post, courier, etc...);

- select - if available - one of the shops participating in the initiative and deliver the goods to be returned in person (free service).

In both cases, the goods must be intact, never worn and packed in their original packaging - if this is not available, it must be replaced by packaging suitable for shipment by post or courier. The label acquired from the return procedure must be attached to the package.

 

Log in, click the order number and use the "Return orders" function. Enter the required information. You will receive a confirmation e-mail with a return number and a summary of your request..

 

If you purchased in Guest/Guest mode, click 'Search Order' in the menu above and enter the e-mail address you provided during purchase and your order number (e.g. SO-000000001). Click the order number and use the 'Place order' function. Enter the required information. You will receive a confirmation e-mail with a return number and a summary of your request.

 

In all cases, the refund will be made when the goods return to the main warehouse, you will receive an e-mail updating your return file and the e-mail confirming the refund management.

 

You will receive a confirmation email that the refund has been processed within a few days and by the time set out by our terms of sale.

The refund request will be processed within 14 days from the processing of the return, in accordance with Article 56 of the Consumer Code, as amended by Legislative Decree No. 21 February 2014. 

The refund will be made to the account or card used for the purchase.

The methods provided are as follows:

- credit of the amount to the same credit card used for the purchase;

- crediting of the amount to your PayPal account if the purchase was made through PayPal;

- bank transfer to the bank account or BancoPosta account provided when filling out the return request if the purchase was made with cash on delivery payment.

Any additional shipping costs for home delivery of the product (e.g. cash on delivery) shall not be reimbursed.

 

Whether you have purchased as a registered user or as a guest, you will receive confirmation by e-mail that your refund has been processed within a few days of receipt/delivery of the goods and in any case within the timeframe envisaged by our conditions of sale.

If, on receipt of your order, you should find a defect in a product you have purchased, you must notify us as soon as possible, within 8 days of receipt of the goods, using the Contact Us button, taking care to indicate

- Order number

- Which product it is, indicating the model and the code on the tag accompanying the garment

- What defect have you found

- A couple of photos highlighting the defect.

Customer Service will respond to your request as soon as possible to provide you with all the necessary assistance.

In the event of a defective item, we will collect the item and refund you. Replacement is not possible.

What are the criteria for returning items?

 

In order to exercise the right of withdrawal, the product must be intact, with its tag, and in its original packaging (plastic bag or box).

This means that the returned products must be new, in a normal state of preservation, they must not have been worn or washed, but only tried on.

If failure to comply with these instructions results in a reduction in the value of the product, we may hold you liable for that reduction in value.

In order to exercise your right of return, the product must be in good condition along with its own tag and its original packaging if provided (plastic bag or box depending on the item). 

That means to say that the products returned are in as-new condition, they must not be used or washed but only tested. 

In the event that these are not followed, there could be a reduction in value and the customer could be held responsible. 

First of all configure a new password by Clicking Here and entering the email or username used to place the order. 
Once you have created the password, you can log-in on the website. Click on Account and then ‘Past Orders’ and use the ‘Return orders’ function. Insert the information requested. You will then receive a conformation email with the return number and instructions on how to send the goods back. 
Do not follow this process if you have received faulty goods but click here instead. 

If you purchased as a Guest click 'Search Order' in the menu above and enter the e-mail address you provided during checkout and your order number (e.g. SO-000000001). Click the order number and use the 'Place order' function. Enter the required information, selecting the available services. You will receive a confirmation e-mail with a return number and a summary of your request. The refund will be made within a few days of receipt/delivery of the goods and in any case within the timeframe envisaged by our conditions of sale. You will receive confirmation by e-mail once the refund has been processed.

We suggest you also read the other items in the "Return and refund" section as they are useful and valid for all purchase cases.

Have not you found an answer yet?

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