CUSTOMER SERVICE

EXCHANGES

Without prejudice to the right to rescind the contract (see standard withdrawal instructions, standard withdrawal form and art. 11 of the General Conditions of Sale), as well as what provided for with regard to the Legal Warranty of Conformity and the Manufacturer's Conventional Warranty, art. 12 and 13 of the General Conditions of Sale, you can replace any product purchased on THE LUXER within 14 working days of the date we have delivered it to you. Follow these easy steps in order to proceed with the replacement:
1. Contact the Customer Service and notify which item you would like to receive as a replacement for the one you have purchased and returned; if the item requested is available, the Customer Service will reserve it for you while waiting for the returned item and the exchange form duly filled out;
2. fill out the exchange form you have found inside the parcel where the purchased item was placed, or download it from the Customer Service – Exchanges section on the website;
3. Please insert the item you wish to return and the exchange form, duly filled out, in the same box where the item was placed when delivered or, if you prefer, in another box with similar stability and robustness features;
4. Close the parcel and attach the pre-printed and pre-paid UPS label which was inside the parcel in which the purchased item was delivered; if you are using the same box in which the purchased item was delivered, please make sure the UPS label perfectly covers the details regarding the first shipping;
5. Contact UPS at 08457 877 877 or via the website www.ups.com to arrange the pick-up of the parcel you want to return.
If you have lost the UPS label, please ask for a new one when you contact UPS to schedule the pick-up, and fill it out with the following details:
Recipient:
Italiantouch s.r.l.
c/o FASHION LOGISTICS
Via Carlo Strinati, 17
29122 Piacenza (PC) - Italy
Select the “Standard Service” and “Charge to recipient” options as payment terms and specify the following code as UPS recipient code: Y5239E (Italiantouch SRL).
The exchange service we offer in partnership with UPS is pre-paid and allows you to be refunded if the item you have sent back is stolen or lost during the shipping to our warehouse.If you prefer, you can use a different carrier other than UPS, but in that case the shipping fees will be at your expense; in this case we suggest you insure the pick-up and shipping so that you will be refunded if the item is reported stolen or lost.
Please remember that if you want to effectively exchange the item you have purchased, you need to hand it to UPS or to the optionally selected carrier, following the procedure as specified above, within 14 days of the date we have delivered the item you have purchased - and that you want to return - in the first place.
We would like to remind you that the replacement you have requested can be carried out only if the item that you are requesting as a replacement is available in our warehouse and only if the item that you are sending back is intact, as well as complete with accessories, illustrative sheets, identification tags and labels, and put inside the original packaging, together with a copy of the purchase invoice and of the exchange form filled out in all its parts. THE LUXER reserves the right to reject exchange requests notified beyond the 14-days term as indicated above or relative to products which are not in the same conditions as when the item was delivered to the customer; in this case no refund of the amount paid for the originally purchased item is provided.
Should the above-mentioned conditions apply, we will:
- refund the amount paid for the product (delivery expenses you might have incurred for purchasing the item you wish to replace and any other additional cost paid as a result of the order not included) without undue delay and in any case within and no later than 3 working days of the moment we receive the parcel containing the item you are returning. The refund will occur using the same payment method used for the initial transaction. You will be also sent a refund confirmation e-mail;
- charge you with the price of the item you have requested as a replacement once we will send it to you (regardless of the price being the same, or lower, or higher if compared to that of the product originally purchased in the first place) using the same payment method used for the initial purchase. At the time of shipping you will be sent a shipping confirmation e-mail;
- deliver the item you have selected as a replacement, once we receive the parcel with the item you have returned:
• within 5-10 days if, when you purchased the item in the first place, you selected the “express delivery” option;
• within 7-13 days if, when you purchased the item in the first place, you selected the “standard delivery” option.
The delivery terms above become effective from the moment we receive your returned item(s).

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