Returns and Refunds

Returns, exchanges and refunds

You have 14 calendar days from the day you receive the parcel to tell us you want to return it, without giving any reason. The day of receipt is not counted: if you receive it on the 1st of the month you can write to us up to and including the 15th, and your notice is valid if you send it by the end of that day. If the last day falls on a Saturday, Sunday or public holiday, the deadline expires on the next working day; if your order arrives in several parcels, the 14 days start from the last one. After your notification you have a further 14 days to send or hand in the parcel: these are two separate deadlines, the first to tell us and the second to return the goods. On this page days are always calendar days, unless stated as working days.

Past the 14 days? Write to us anyway: the statutory right of withdrawal is no longer guaranteed, but we will look at your case.

At a glance

If your order was delivered in Italy

  • Return: free, with a prepaid shipping label or at our shop in Recanati.
  • Home collection by courier (optional): free if you choose an exchange or Stilmoda credit, or if the product is defective, non-conforming or wrong. If you choose a refund in money it costs €5.00 (VAT included), which we deduct from the refund.
  • Exchange: buy the new item on the site straight away, or we reserve it for 7 days.

If your order was delivered outside Italy

  • Return: at your cost, with the carrier of your choice; or hand the parcel in at our shop in Recanati, at no cost.
  • Home collection: not available.
  • Exchange: buy the new item on the site straight away (paying its shipping too), or choose Stilmoda credit.

For everyone

  • Refund: within 14 days of your notification, using the same payment method; if the parcel has not reached us by then, as soon as we receive it or proof of dispatch (with home collection, always within 14 days). We may deduct only the €5.00 for home collection (if you chose a refund and collection) and any reduction for loss of value of the product.
  • Defective, non-conforming or wrong product: the return is always at our expense, in any country. The legal guarantee of conformity (at least 24 months) applies.
  • Condition of the product: you may try it on, not use it. If it comes back worn, washed, dirty or without labels, the refund may be reduced (see "What condition to return the product in").

How to request a return

  1. Notify your withdrawal within 14 days of receiving the parcel. The easiest way is from your account: log in here with your email (we send you a code, no password needed), open the order and choose "Request return". Select the products and the reason and, in the notes field, write whether you want a refund, an exchange (stating the size) or Stilmoda credit and, for orders delivered in Italy, whether you prefer home collection. Alternatively write to assistenza@stilmodaboutique.it, call +39 071 757 1961 or use the model withdrawal form at the bottom of this page, without being obliged to, giving your order number, the products, the date you received them and what you want. Keep proof of your notification.
  2. We reply by email, normally within one working day, and explain how to return the parcel. For orders delivered in Italy we send you the prepaid shipping label.
  3. Send or hand in the parcel within 14 days of your notification.
  4. We check the product and refund you, credit the amount or complete the exchange.

How to return the parcel

Orders delivered in Italy

  • Prepaid shipping label (free): print it, attach it to the parcel and hand it in following the instructions on the label. If you do not have a printer, bring the parcel to our shop.
  • In our shop (free): Via Acciarrini 4/6, Recanati. Monday 4.30-8.00 pm; Tuesday-Saturday 9.30 am-12.30 pm and 4.30-8.00 pm.
  • Home collection by courier (optional): you choose it when you notify your withdrawal and we arrange for the courier to call on the first working day available, agreeing the day and time slot with you. It is free if you choose an exchange or Stilmoda credit, or if the product is defective, non-conforming or wrong. If you choose a refund in money it costs €5.00 (VAT included) per collection, which we deduct from the refund. Before booking the collection we write to you for confirmation, and we book it only after your written OK (a reply by email is enough). With home collection we refund you within 14 days of your notification, without waiting for the parcel to arrive. In remote locations or on small islands where the courier charges a surcharge we do not arrange home collection: you can return the parcel with the prepaid shipping label or at our shop, at no cost.
  • Courier of your choice: transport cost and responsibility are yours; we recommend a tracked service.

Orders delivered outside Italy

What matters is the delivery country on your order, not your nationality, residence or billing address: if you collect your order in our shop or have it delivered in Italy, the terms for Italy apply.

  • Cost of the return: if you withdraw (for a refund, an exchange or Stilmoda credit), the cost of sending the goods back is yours. We charge no fees, handling or restocking charges. Send the parcel with a carrier or postal service of your choice to Stilmoda S.r.l., Via Acciarrini 4/6, 62019 Recanati (MC), Italy, writing your order number on the parcel. The cost depends on the country, the weight and the service you choose: we recommend asking the carrier for a quote before sending, and choosing a tracked and insured service. Keep the shipping receipt and email us the tracking number at assistenza@stilmodaboutique.it: it is your proof that you sent the parcel in time.
  • In our shop: you may also bring the parcel to our shop in Recanati (Via Acciarrini 4/6; Monday 4.30-8.00 pm; Tuesday-Saturday 9.30 am-12.30 pm and 4.30-8.00 pm), at no cost.
  • United Kingdom, Switzerland and La Réunion: the parcel may require customs and tax formalities. Write to us before sending: we will tell you which accompanying documents you need. If you send the parcel within 14 days of your notice of withdrawal, the deadline is met even if the documents reach you later.
  • Your local law: the mandatory consumer-protection provisions of the law of the country where you live remain unaffected.

Pack the parcel carefully, preferably in the original packaging.

Exchanging size or item

Orders delivered in Italy. Returning an item for an exchange is free, also with home collection. The fastest way to be sure of your size is to start the return and buy the new item straight away on the website: it is a separate order, shipped under the conditions in force (free delivery in Italy from €120), and the returned item is refunded as explained in the "Refunds" section (with home collection, within 14 days of your notification, without waiting for the parcel). Alternatively you can state the item you want in the notes of the return request or in your email: we reserve it for 7 calendar days from your request, subject to availability, and carry out the exchange once the parcel is back. If the exchange is not possible because the item is unavailable, you can choose a refund or credit at no return cost, home collection included.

Orders delivered outside Italy. The cost of sending the goods back follows the rule above. The new item is a separate order: you pay for it, with the delivery provided for your country, and we ship it like any other order, without waiting for the return to arrive; the returned item is refunded as explained in the "Refunds" section. Alternatively choose Stilmoda credit. For an exchange you therefore pay for two shipments: the return and the delivery of the new item. We do not make direct replacements and we do not reserve items.

Stilmoda credit

Instead of a refund you can receive credit of the same amount to use on your next purchases: it is calculated like the refund (price of the returned products and, if you return the whole order, standard delivery). For orders delivered in Italy the return is free, also with home collection. The same rule on reduction for loss of value applies.

Refunds

  • What we refund: all payments received, i.e. the price of the returned products and, if you withdraw from the whole order, the standard delivery cost. If you withdraw from part of the order, delivery costs are refunded in proportion to the value of the returned products.
  • When: within 14 days of your notification of withdrawal, using the same payment method you used for the purchase. If the parcel has not yet reached us by then, we refund you as soon as we receive the parcel or proof of dispatch, if earlier. To speed things up, send us the tracking number as soon as you ship. If you choose home collection we refund you within 14 days of your notification in any case, without waiting for the parcel. After that it depends on your bank: for credit cards, crediting generally takes about 10 days; with PayPal it is immediate.
  • If you paid on delivery (cash on delivery): the payment was made in cash and cannot be refunded with the same method. We refund you by bank transfer to the IBAN you write to us (by giving it you accept this method), within the same 14 days. The transfer is free of charge for you. We also refund the surcharge you paid for payment on delivery, under the same rules as delivery costs. Alternatively you can choose Stilmoda credit, at no cost. For safety send us the IBAN only by email or from your account, never in comments or social media messages.
  • What may be deducted: only the €5.00 for home collection, if you chose a refund in money and collection, and any reduction for loss of value of the product (see below). No other fees, handling or restocking charges.

What condition to return the product in

You may try the product on to check size and fit, as you would in a shop: trying it on never reduces your refund. We ask you to return it as you received it: clean, intact and, as far as possible, with the original labels, tags, accessories and packaging. For shoes, try them on only indoors, on a clean surface, without damaging the sole.

When the refund may be reduced

If the product comes back in a condition different from the one in which you received it, its value may have diminished: this happens, for example, if it has been worn beyond trying on, washed, perfumed or damaged, or if tags, labels, accessories or packaging are missing and we can therefore no longer sell it as new. In these cases, as the law provides (art. 57(2) of the Italian Consumer Code), we may reduce the refund by the loss of value alone.

  • How much: the actual cost of cleaning, repair or restoration needed to put the product back on sale in the condition in which we delivered it; if it cannot be restored, the difference between its value as new and its current value. It never exceeds the price you paid for the product; we apply no fixed amounts or fees. Example: if a professional wash is all it takes to put a garment back on sale, the reduction equals the cost of that wash, not the price of the garment.
  • How we tell you: within 5 working days of receiving the parcel we write to you with the amount and the reason, with photographs of the condition of the product, and refund the remainder straight away. If we had already refunded you, we ask you to pay the difference only.
  • If you disagree: reply to our email within 14 calendar days with your comments or your photos: we review the case and reply within 7 calendar days.

Defective or non-conforming products

If you receive a defective, non-conforming or wrong product, write to us with photos: the return is always at our expense, in any country, also with home collection, and there are no costs or time limits other than those set by law. The legal guarantee of conformity (at least 24 months) applies. For orders delivered outside Italy we agree with you how to send the product back, with a return label if we can obtain one for your address, or with a tracked shipment whose documented cost we refund within 7 calendar days of receiving your receipt, without waiting for the parcel to arrive.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Stilmoda S.r.l., Via Acciarrini 4/6, 62019 Recanati (MC), Italy, assistenza@stilmodaboutique.it
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ____________
Ordered on (*) / received on (*): ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is notified on paper): ____________
Date: ____________
(*) Delete as appropriate.

For any information: assistenza@stilmodaboutique.it · +39 071 757 1961.