Returns and refunds
If you are not completely satisfied with your purchase, you may return the item. However, please note that returns which do not adhere to our policy will be declined and returned to you. We strongly advise that you carefully review our Returns Policy prior to initiating a return.
Please be aware that, as you are importing luxury goods directly from Italy, all returns must be processed through Italian customs. This process may incur additional shipping costs, customs duties, and/or courier fees, which is why we are unable to offer free returns at this time.
Exceptions / non-returnable items
Certain categories of items are non-returnable, including perishable goods (such as food, flowers, or plants) and custom products (such as special orders or personalised items). Additionally, returns are not accepted for hazardous materials, flammable liquids, or gases. Should you have any questions or concerns regarding a specific item, please contact us for further assistance.
Regrettably, we are unable to process returns for sale items or gift cards.
SECTION 1 - Returns Policy and Associated Costs
Return Period
You are entitled to request a return within 14 days of the delivery date. Requests for returns made after this 14-day period will not be accepted.
Shipping Costs
You are responsible for all associated shipping costs, import charges, customs duties (as estimated at the time of initiating a return), processing fees as determined by ActAdorned, and any relevant courier charges.
Return Label Cost
A fixed fee applies to the return label. Prior to issuing the return label, we will provide an estimate of the total return cost, which includes shipping and import charges to Italy.
Time Limit
Returns must be dispatched within 3 business days of receiving the return label. Returns sent after this timeframe will be declined.
SECTION 2 - RETURN CONDITIONS
To ensure that your return is accepted, please adhere to the following conditions:
- Item Condition All returned items must be new, unused, and include all original designer garment tags, dust bags, and labels. Items must be unworn, unwashed, unironed, and undamaged.
- Packaging Please ensure that all shoes are tried on indoors, on a carpeted surface, to avoid scratching the soles or damaging the shoebox, which is considered part of the product. The original brand box or shoebox must be placed within another shipping box to prevent damage. Lingerie and hosiery must be returned in unopened packages. Skincare and cosmetics must be unopened, with an unbroken seal, and in their original packaging.
- Return Label All returns must be shipped using the return label provided by ActAdorned.
- Return Origin Returns must be shipped from the same country as the original shipping address.
- Odour Items with a strong odour will be rejected.
SECTION 3 - Products that are incorrect or damaged
If you receive an item that is faulty, damaged, or incorrect, please report the issue within 5 days of receipt and provide photographic evidence. Upon confirmation, we will arrange for the return of the goods and issue a full refund or exchange. We will cover the cost of return shipping in such cases. However, if you have incurred import charges in your country, we are unable to provide a refund for these charges.
REFUSE DELIVERY
Should you refuse to accept a shipped package, or if the package does not reach you due to reasons such as your inability to receive it, non-payment of import charges, requesting ActAdorned to return the package before delivery, being out of the country, or any other issue causing the package to be returned before delivery, the package will be sent back to our warehouse. In such cases, you will be liable for a fixed fee in addition to import charges and duties imposed by Italian customs. Shipping fees paid are non-refundable. Please note that the processing and any partial refund may take up to 14 business days.
Refunds
Upon receipt of the returned item, we will process a refund to your original payment method. Please be advised that refunds may take up to 10 working days to process, depending on the processing times of various payment providers.
Once the return has been processed and verified, you will be refunded the amount paid for the order, excluding shipping costs, customs duties estimated at the time of the refund, processing fees determined by ActAdorned, and/or courier charges. Should any actual charges exceed the estimated charges at the time the refund is issued, we will not seek to recover the additional amount from you. Conversely, if actual charges are lower than estimated, we will retain the difference. Please be aware that customs duties are non-refundable. You may be able to recover customs duties by contacting your local customs bureau directly. As this option may not be available in all countries, we recommend consulting a customs broker to ascertain whether you can apply for a refund for customs fees associated with your return.
Cancellation
We are committed to ensuring your complete satisfaction with each purchase. Should you find yourself dissatisfied with your order, you may return it within 14 days of the delivery date. We kindly ask that you review our Refund & Return Policy thoroughly to familiarise yourself with the terms and conditions prior to initiating a return.
Please be aware that, owing to the international scope of our operations and the importation of luxury products from Italy, specific guidelines and associated costs apply to the return of items. As such, we do not currently offer free returns. We recommend that you carefully examine our policy to fully understand the requirements and potential costs before proceeding with a return.
Exchange
We currently do not offer exchanges. Should you wish to exchange an item, please return the original item to receive a refund, and then proceed to place a new order.