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Shipping and returns

SHIPMENTS

 

DELIVERY OF PRODUCTS AND RELATED COSTS

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 placing the Order. Zanellato reserves the right to accept or refuse requested deliveries outside of Italy or Europe. In any case, for deliveries outside of Italy, shipping costs and delivery times may vary.

The customization process may cause delays in shipping your order.

2. For deliveries to countries outside the European Union, any import customs fees will be borne by the recipient. Customers are therefore advised to contact their country's customs authorities in advance to verify costs and any import restrictions.

3. The delivery times indicated by Zanellato must be considered purely indicative and a delay with respect to the same, or any delivery made with subsequent split shipments, does not entitle the Customer to refuse the delivery itself or to request compensation or indemnity.

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

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

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

Any damage to the packaging and/or product, or discrepancies in the number of packages or information, must be reported immediately by noting the issue on the product delivery note, which must be returned to the courier. Any issues regarding the physical integrity, correspondence, or completeness of the products received must be reported within 7 days of delivery, according to the procedures set forth in this document.

RETURNS AND REFUNDS

RETURNS & REFUNDS

We hope you like the product! If you change your mind, you must complete the return request online within 14 days of receiving your order.

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

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

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

RETURN REQUEST

HOW TO OPEN A RETURN REQUEST IF YOU ARE AN UNREGISTERED USER (GUEST ORDER):

  • Connect to the Guest Order Control area at this link and enter your order details;

  • Go to your order details and select "RETURN";

  • Enter the return request for the products you wish to return. You will immediately receive a confirmation email with the associated RMA number.

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

  • Connect to the MY ACCOUNT section, in the user dashboard, ORDERS area;

  • Go to your order details and select "RETURN";

  • Enter the return request for the products you wish to return. You will immediately receive a confirmation email with the associated RMA number. 

Once you complete your return request, you will receive a confirmation email from our Customer Care team within 1-2 business days with authorization and instructions on how to return the goods.

RETURN OF PRODUCTS

HOW DO I RETURN MY ITEMS?

  • Print the return authorization email and include it in the package along with the items you wish to return.

  • 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 the customer's responsibility; our Customer Care team does not provide a return label.

  • Please keep your shipping receipt for your package.

 

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

 

Zanellato

c/o NIPPON EXPRESS ITALIA SPA

VIA ALESSANDRO ROSSI 50

36013, PIOVENE ROCCHETTE (VI) Italy

 

For parcels coming 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, shipping goods or documents outside the EU is subject to declaration. This means 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 we will send you by email and attach it to the outside of the box (we ask you never to put it inside the box). This will help us expedite the customs clearance process for your return. Please also provide the return tracking information by emailing our Customer Care team if you are returning an item from a non-EU country.

REIMBURSEMENT

As soon as your return arrives at our warehouse, our Quality Control Department will carry out the necessary checks. If the outcome is positive, we will send you an email to confirm the return and arrange for your refund.
The refund will be made within 14 days of receiving the goods using the same payment method used to place the order.
You will be refunded the price of the purchased products. Zanellato does not allow exchanges but will refund the cost of returned items. To request an exchange, you will need to place a new order.
Please also remember that the time it takes to obtain a refund depends on your credit institution's internal procedures.

RETURN FOR DEFECTIVE OR WRONG PRODUCT

In addition to the right of withdrawal, by law you are entitled to a suitable product, or what in legal terms is defined as "a product compliant with what was agreed."
Zanellato is committed to providing high-quality products and services. If, for any reason, you need to make a complaint about a product purchased online (in the event of defects and/or non-conformities), please contact our Customer Care team.
Please provide all necessary information, including, preferably, the order number in question and photos with the product labels you received.
Before proceeding with the shipment of the goods, we ask you to wait for a response from our Customer Care. You will receive a confirmation email containing all the instructions for proceeding with the shipment of the product.
In the event of a defective or non-compliant product, Zanellato will arrange for the product to be collected at its own expense.

REPAIRS

If you are unable to contact the retailer or purchased online, you can request a repair 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 object of the breakage

  • code stamped inside the bag

  • photo of the receipt

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

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