Refund policy

RETURN POLICY

You can request an exchange or refund of your online purchases if you are not satisfied with your purchase. To do so, please follow the steps below.

If you wish to return a purchase, you must send it to us within 14 days of receipt.
Returned items must be new, unworn and include all original tags and labels in perfect condition, just as they were sent. Shoes must include their original undamaged box, as this is considered part of the product. Please note that we will not be able to accept returns of shoes with marked soles.
To ensure that we receive the items in perfect condition, we recommend sending them back in the same package in which you received them.

Perfumery items, including fragrances or candles, women's swimwear and underwear cannot be returned.

Policy applicable to orders placed through our website or mobile app. Purchases in our physical shops are not subject to this policy.

HOW TO MAKE A RETURN

From Spain and Portugal:

Request by email to customerservice@ottodisanpietro.com or via the contact form, your authorisation number, which you must include on the return form.
You must include the return form in the package.
The item will be picked up by Nacex at the address you provide, at no cost to the customer. You can contact Nacex on 900 100 000 or via their website.

From other European Union countries:

You can return your package by sticking the pre-printed UPS return label inside your package. You can either drop off the package at a UPS Access Point (the closest UPS Access Points are indicated on the return label) or call UPS to have the package picked up at your home address.

From the United Kingdom:

For returns from the UK, you will need to send and email to customerservice@ottodisanpietro.com and tell us which items you wish to return so that we can send you the DHL label and shipping instructions. These returns are subject to a 15£ return shipping cost which will be deducted at the time of reimbursement of the order.

In-store returns:

Purchases made online may be returned to our physical shops upon authorization requested by email. Please make sure you have your order number when returning the item to the shop. In this case, the refund cannot be made on the spot and will always be made by the same method used for payment.

SHIPPING COSTS

Please note we cannot cover any expenses derived from returns. Shipping costs will only be refunded if the product does not match the original order or has been delivered in damaged condition or the product presents any defects.

RECEIVING A REFUND

If all products are received correctly and within the indicated times, you can opt for a voucher or a complete refund on the same payment method with which the purchase was made. Please note we cannot refund the original shipping cost. Returns from the UK are subject to a 15€ return shipping cost which will be deducted at the time of reimbursement of the order.

EXCHANGES

Changes are only allowed in our physical stores with a previuos authorisation.

GIFT RETURNS

If you have received an item as a gift and need to return, please contact our Customer Service.

VOUCHERS

Vouchers have no expiration date.

IMPORTANT INFORMATION

All items sold undergo a quality control before they are packaged and delivered. IIf you receive a product with a quality defect, please contact us immediately.

Policy applicable to orders placed through our website or mobile app. Purchases in our physical shops are not subject to this policy.