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Returns or Exchange procedure

RETURNS or EXCHANGE PROCEDURE

Please refer to the following four simple steps to make a RETURN or an EXCHANGE. These must always be carried out within 14 days of receipt of your order

1. Fill out and sign a Returns Form (you can download it here), and insert it into the parcel that you wish to return (if you are having trouble downloading the form, you can request it by sending an email to customerservice@ferro29.com)

Please make sure to return the parcel intact, and with all the packaging that came with it (i.e. not just the manufacturer's packaging). The package should be firmly closed

2. Send us an email, saying that you will be returning the item (or items), and stating your name, surname and the packing list number (you will find this number in the accompanying document enclosed within your order parcel).

You can notify us using the following address: customerservice@ferro29.com

3. You can send the parcel via post or courier to our shop/logistics office. You will find the address on the returns form. The return shipping costs will of course be your own responsibility

4. As soon as we have received and verified your Returned item, we will process either the refund of the amount paid, or the product exchange.

If you have decided to exchange your item for a different size, or indeed for an entirely different product, we remind you that the new shipping will be at your expense. The charge will be debited by means of the same payment method that you used for the initial purchase

EUROPE - If you reside in Europe and you need to return an item, you don't need to include any documents other than the Returns Form, which you should fill out and sign

REST OF THE WORLD - If, on the other hand, you reside in a country located outside of Europe and you need to return an item, you should clearly mark the outside of the packet that it is a RETURNED ITEM and NOT FOR SALE. You also should fill out and attach a customs declaration (CN22 or CN23). We advise that you contact your courier or post office to request further information, because it is not enough simply to send the item to our shop without any customs documentation.

The customs office will require the appropriate supporting documents in order to deem that no customs duties need to be paid for goods that are re-entering Italy.

All of these measures are necessary, because otherwise the items will be subject to customs duty and VAT, and it is not our responsibility to pay these charges. In the case that such a situation does occur, we will refuse receipt of the package and it will be returned to you by the courier. Alternatively, if we are obliged to pay the courier on your behalf, the full amount will be debited to you

ITALY - If you reside in Italy and you need to return an item or exchange it for a different size, we remind you that both the initial and the return shipping are free.

If you have any questions, problems or special requirements, please contact us via email on the following address: customerservice@ferro29.com.

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