Returns and Refunds

HOW TO REQUEST A RETURN AND RELATIVE TIMEFRAME

Customers may exercise the right of withdrawal within 14 days of receipt of the goods. To do this, simply visit the return request page and complete the form. You will receive an e-mail with the return form, which should be included in your parcel. For the return to be valid, the product must be sent back to Doucal’s s.r.l. within 14 days from the date of notification of the right of withdrawal. The consumer must then package the parcel carefully to prevent any damage during transit. The cost of returning the product is the sole responsibility of the customer. The goods must be sent to the following address:

Doucal’s srl
Via Lombardia 19-19/A
63812 Montegranaro (FM)
Italy

For returns from non-EEA countries, shipping charges are the sole responsibility of the customer, who will receive a label to use when shipping the returned goods.

Shipping charges will be deducted from the final refund to the customer.

• Shipping charges from United Kingdom: £ 30,00

• Shipping charges from Switzerland: CHF 25,00

• Shipping charges from Norway: € 25,00

• Shipping charges from the USA: $ 45,00

Any customs duties are the sole responsibility of Doucal’s.

CONDITIONS OF RETURN

The right of withdrawal applies to the product being returned in its entirety, provided that it meets the following conditions:
– the product must be intact and complete in all its parts, including packaging
– the product must be accompanied by the return form received by e-mail at the time of the return request
– the product and its components (e.g. labels, ribbons, laces, etc.) must not be altered in any way
If any of the above conditions are not met, the right of withdrawal will be completely forfeited and Doucal’s s.r.l. will return the purchased goods to the customer.

The product must reach its destination undamaged, unused and in its original packaging.

HOW TO PREPARE YOUR RETURN

You can prepare your return by placing the product you wish to return in the box in which it arrived, together with the return form you received by e-mail. Be sure to reseal the packaging to prevent tampering during transit. For any information, please contact our customer care team at the following e-mail address: support@doucals.com 

REQUESTING AN EXCHANGE

It is not possible to request an exchange, even for another of product of equivalent value. If you wish to make an exchange, please return the purchased product and place a new order.

REFUND TERMS AND CONDITIONS

The refund for the returned product will be processed within 14 days of receipt of the goods at Doucal’s s.r.l. warehouses, via the same payment method that the customer used to make the purchase. The customer will not incur any costs as a result of this refund. In any case, the refund will not be granted if the conditions set out in the “Conditions of Return” paragraph are not met. If you have any questions or require further assistance, please contact our customer care team by e-mail at support@doucals.com or by phone on +39 0734 89 17 71. Alternatively, you can send us an enquiry by filling in the form below. Our customer care team is available from Monday to Friday, from 8.30 am to 12.30 pm CET and 2 pm to 6 pm CET. They will be happy to assist you.

REFUND OF DELIVERY CHARGES

The costs incurred for the delivery of the order are non-refundable. The cost of the return is the responsibility of the customer.

CHRISTAMS HOLIDAYS RETURNS

All orders placed after 1 December can be returned until 15 January 2025.