How to make a return

DON'T LIKE IT? DON'T WORRY

Below are Moda Merceria's return and exchange policies.

HOW RETURNS WORK

Returns are permitted if the products do not meet your expectations, you do not like them or they are not your size. You can request a change of size/colour for the product you are returning or a refund for the value of the product you are returning. In the event of a total withdrawal of the order, the entire amount spent on our website will be refunded. You are responsible for the shipping costs for the return, and in the case of a product exchange, Moda Merceria will cover the shipping costs for sending the replacement product.
The refund will be credited to the same account or credit card used for the purchase. If this is not possible, the refund will be made by bank transfer at no additional cost.

If the products arrive with manufacturing defects, are incorrect (different from those you ordered) or damaged (due to negligence during shipping), you must send an email to [email protected] attaching a detailed photo of the product and specifying the type of problem. You will be contacted by one of our staff members.

CONDITIONS FOR RETURNS

Return times

Return requests must be made within 30 days of the date on which the purchased product was received. We will exchange the product or issue a refund as quickly as possible.

Condition of products

Products must be intact, not worn or stained. Please ensure that they do not smell of smoke, perfume, deodorant or detergent. Do not wash the products in any way and take care not to damage them when trying them on.

Condition of packaging

Products must be in the packaging in which they were received, complete with labels and any other parts that make up the product. Please also note that the packaging is considered part of the product. Pursuant to Article 57 of the Consumer Code, the customer is solely responsible for any decrease in the value of the products resulting from handling the goods and their packaging in a manner other than that necessary to establish the nature, characteristics and functioning of the products ordered. 

RETURN PROCEDURE

 1 Request authorisation for the return

To request return authorisation, you can send an email to [email protected] or fill in our easy online return portal (service cost €6.50), specifying the order number and the products you wish to return, indicating the reason for the return, whether it is for an exchange or a refund. You will be contacted as soon as possible to authorise the shipment.
Please note! Before returning the goods, please wait for our reply. We will not process unauthorised returns.

 2 Pack the products to be returned

Once you have received authorisation for the return, place the products you wish to return in a package of your choice and seal it carefully. If possible, use the original packaging in which you received the goods. In any case, do not use adhesive tape directly on the product packaging to avoid damaging it. Choose your preferred shipping method and entrust it to the courier no later than 14 days after receiving the return authorisation. The refund will be made within 14 days of receiving the notice of withdrawal. The refund may be withheld beyond 14 days if the package has not yet been returned to our warehouses within that time frame. 

• In the event of a total withdrawal, the transport costs paid at the time of the order will also be refunded. In the event of a partial withdrawal, only the value of the returned goods will be refunded. (Art. 56)
• If the goods are not returned in their original packaging intact as at the time of receipt, an amount equal to the cost of restoring the packaging will be deducted (Art. 57).

Exclusions to the right of withdrawal pursuant to Art. 59 of the Consumer Code:

• Underwear and hosiery items cannot be returned for hygiene and health protection reasons if they have been opened and worn after delivery.
• All items sold by the metre, as they are considered 'made to measure' and therefore personalised by the customer.

SHIPPING ADDRESS FOR RETURNS

MODA MERCERIA S.A.S.
Via della Pisana 61/a
00163 - Rome
Italy