We accept returns within 14 days, starting from the day your order was delivered.
Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
- Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
- When trying on footwear, please do not mark the soles or damage the shoe box
- If an item has a FONTOLAN security tag or brand tag attached, it must be returned with the tag in its original position
- Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact
- Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable
- Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
- Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you
- Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
- Customised items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you
Please be careful when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted. Refund is valid for all orders.
How to return
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and mostly our planet.
When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable FONTOLAN packaging. If anything is damaged or missing from your return, you may not receive your full refund.
What you need to do:
- Send us an email letting us know that you want to return your purchased item.
- Send the parcel back to us.
Please note that:
a)The returning parcel should contain:
- i) The returning product (including all accessories, boxes or cases that came with your order).
- ii) Your receipt.
b)The packaging must be firm, for prevention of any possible transportation damage.
Customer will be burdened with the return cost which is taken from the refund amount. For orders which have free shipping, customer will be burdened with the shipping and return cost which will be taken from the refund amount. In case your order is returning from outside the EU, you will be additionally burdened with any other fees, duties and taxes imposed by customs authorities.
Refunds can take up to 14 days to show in your account, depending on your payment provider.
Once your return has been received and accepted by our brand, your refund will be processed to your original payment method, excluding any delivery costs if your order is under 100€. Refunds can take up to 14 days to show in your account, depending on your payment provider.
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact us via email as soon as possible. We will arrange a return and process a full refund for the faulty item.