Subscribe to our free e-newsletter, and get new tips every two weeks.
Returns policy
1. GENERAL INFORMATION
Our aim is to provide you with the most satisfactory shopping experience and service through our website: www.desienashoes.com. If for any reason you are not happy with your purchase, you may send the shoes back to us within seven (7) days from the date you received the parcel.
You can ship your returns with a courier service of your choice; although we recommend sending the parcel back with UPS. The shipping cost is at your expense. Remember that the parcel must reach our logistical partner’s warehouse within 15 days of delivery. The parcel will be your responsibility until it reaches us. We won’t accept returns shipped from a country that is different from the one the parcel was originally sent to. We recommend that you insure the return shipment since you are liable for any damage to the shoes.
2. RETURN POLICY
The purchased item should be returned unused. All tags, DE SIENA shoe bags, and the original DE SIENA carton box must be in perfect condition without any defects, scratches, spots or other marks. Please make sure that the shoes you are returning are in the same exact condition in which you received them.
ALL SHOES SHOULD BE TRIED ON A CLEAN AND CARPETED SURFACE. Shoes with a scratched sole or with any other marks or damages will not be accepted as a return.
3. HOW TO MAKE RETURNS
1. To return an item, please first email us at customerservice@desienashoes.com with the reason for your return. We will provide you with a RETURN CODE NUMBER ( RCN) to fill out on the RETURN PROFORMA INVOICE you will find together with all the other documents into the parcel.
2. Fill out 5 copies of the RETURN PROFORMA INVOICE with all the required information, and schedule the pick-up of the parcel within 7 days from the date you received it. Please note that WE WON’T ACCEPT RETURNS PICKED UP AFTER 7 DAYS.
3. If you have fulfilled all the requirements above and followed our return policy on www.desienashoes.com, we will refund you the full price of your purchase not including the local taxes and duties you may need to pay to the courier at delivery. You will be also charged for the return shipping costs.
4. Please note that you won’t be refunded for any duties, taxes and customs fees you may have had to pay on the delivery.
5. In case a returned item IS NOT ACCEPTED after inspection within 2 working days from the arrival of the returned parcel to us, we will notify you by email. At this point you may choose to have the product sent back to you at YOUR expense. If you refuse the above delivery conditions, we reserve the right to retain the item and charge you for it.
6. In case the returned item IS ACCEPTED after inspection within 2 working days from the arrival of the returned parcel to us, we will notify you by email and will start the refund procedure through PAYPAL. You will be refunded for the full value of the items returned but excluding shipping or return courier costs. The refund will be requested on the same day your return was accepted. The timing of the refund depends on the type of payment. For instance, purchases made by Credit/Debit card will be refunded based on credit the card company’s policies.
4. ADRESS FOR RETURNS
Please send returns to:
MAZZOLENI & FACORI S.r.l.
Via Martin Luther King
31032 Casale sul Sile TV
Italy
5. EXCHANGES
Currently we cannot exchange the size or the model of the shoes.
If an item is returned to us, the order will be cancelled and refunded. You will then need to put in a new order.