Shipping and returns

SHIPPING

PRODUCT DELIVERY AND RELATED CHARGES

1. Purchased products will be delivered to the address indicated by the Customer in the Order within 24-48 hours of Zanellato's acceptance of the Order, at the cost specifically indicated on the Website before the Order is submitted. Zanellato reserves the right to accept or refuse deliveries requested outside of Italy or Europe. In any case, for deliveries to be made outside of Italy, shipping costs and delivery times may vary.

The customization process may cause delays in order shipment.

2. Regarding deliveries requested in countries not belonging to the European Union, any import customs duties will be borne by the recipient. Therefore, the Customer is advised to contact the customs authorities of their country in advance to verify costs and any import limits.

3. Delivery times indicated by Zanellato are to be considered purely indicative, and a delay with respect to them, or any delivery made with subsequent fractional shipments, does not entitle the Customer to refuse the delivery itself or to claim compensation or indemnities.

4. Upon delivery of the products, the Customer is required to check:

• that the number of packages delivered corresponds to what is indicated in the transport document.

• that the packaging is intact, not damaged, wet, or otherwise altered, including the sealing materials (adhesive tape or metal strapping).

Any damage to the packaging and/or the product or any discrepancy in the number of packages or indications must be immediately noted by adding a specific note on the product delivery document to be returned to the courier. Any problems concerning the physical integrity, correspondence, or completeness of the received products must be reported within 7 days of delivery, in accordance with the procedures outlined in this document.

RETURNS AND REFUNDS

RETURNS & REFUNDS

We hope you like your purchase! However, if you change your mind, the return request must be completed directly online within 14 days from the date of receipt of the order.

Products must be returned in the exact same condition in which you received them: unworn, unwashed, and with all tags attached.

Therefore, if you try on an item, please do not remove the attached labels, otherwise the return will not be accepted.

In the case of gifts, the item is an integral part of the order, so if the right of withdrawal is exercised, this item must be returned.

RETURN REQUEST

HOW TO OPEN A RETURN REQUEST IF YOU ARE NOT A REGISTERED USER (GUEST ORDER):

Go to the Guest Order Control area at this link by entering your order details;
Go into your order details and select "RETURN";
Submit the return request for the products to be returned, and you will immediately receive a confirmation email for your return request with the associated RMA number.

HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR WEBSITE:

Go to the MY ACCOUNT section, in the user dashboard, ORDERS area;
Go into your order details and select "RETURN";
Submit the return request for the products to be returned, and you will immediately receive a confirmation email for your return request with the associated RMA number.

Once the return request is completed, within 1-2 working days you will receive an email confirmation with authorization from our Customer Care and instructions on how to return the goods.

PRODUCT RETURNS

HOW DO I RETURN MY ITEMS?

Print the return authorization email and include it in the package along with the items to be returned.
Send the package via courier or national postal service to the address you receive in the return authorization email. Please note that shipping costs are borne by the customer; our Customer Care does not provide a return label. The return must be delivered to our warehouse within 14 days of the request acceptance. If the return is not received, the request will be closed.
Keep the shipping receipt for your package.

For packages from EU countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Zanellato

c/o NIPPON EXPRESS ITALIA SPA

VIA ALESSANDRO ROSSI 50

36013, PIOVENE ROCCHETTE (VI) Italy

For packages from non-EU countries*: Andorra, Armenia, Azerbaijan, Belarus, Vatican City, Georgia, Iceland, Liechtenstein, Moldova, Monaco, Norway, United Kingdom, Russia, San Marino, Switzerland, Ukraine.

Zanellato

c/o NIPPON EXPRESS ITALIA SPA

VIA ALESSANDRO ROSSI 50

36013, PIOVENE ROCCHETTE (VI) Italy

*In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to declaration. This means that the goods must be accompanied by a proforma invoice. If you are returning an item from a non-EU country, please print the proforma invoice that we will send you by email and attach it to the outside of the box (please do not put it inside the box). This will help us speed up the customs clearance process for your return. Please also communicate the return tracking by sending an email to our Customer Care if you are returning an item from a non-EU country.

REFUND

As soon as your return is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm the return and the refund arrangement.
The refund will be processed within 14 days of receiving the goods using the same payment method used to confirm the order.
You will be credited with the price of the purchased products. Zanellato does not allow exchanges but refunds the cost of returned items. For any exchange, you will need to proceed with placing a new order.
Please also note that the technical time to receive the refund depends on the internal procedures of your credit institution.

RETURN FOR DEFECTIVE OR INCORRECT PRODUCT

In addition to the right of withdrawal, by law you are entitled to an adequate product, or what is legally defined as "a product conforming to what was agreed."
Zanellato is committed to providing high-quality products and services. If, for any reason, you need to file a complaint about a product purchased online (in case of defects and/or non-conformities), please contact our Customer Care.
Please provide all necessary information, including, preferably, the order number in question and photos with the labels of the product you received.
Before sending the goods, we ask you to wait for a response from our Customer Care; you will receive a confirmation email containing all instructions on how to proceed with the product shipment.
In case of a defective or non-conforming product, Zanellato will arrange for the collection of the product at its own expense.

REPAIRS

If you cannot contact the retailer or you have purchased online, you can request the repair of the bag by writing to digital.boutique@zanellato.com. To accept the request, it is important to send the following photos:

product as a whole
detail of the breakage
code stamped inside the bag
photo of the receipt

Repairs (excluding those covered by warranty) are subject to a price list that will be indicated to you after inspection by our specialized laboratory.