Return policies and returns
If you are not satisfied with your purchase or if the product is damaged or does not conform to your order, you have 10 days from the date you received the goods to return the products:
How to make a return
Return for Registered Users: go to the "My Returns" section of your My Account profile, select the order with the items you wish to return and indicate the reason for the return.
Return for Non-Registered Users: go to the return page and enter your order number and the e-mail address you used to complete your purchase. Select the items you wish to return and indicate the reason for return.
Select the condition of the package and the provision of "Exchange for the same product", "Refund", or "Online store voucher". Enter any additional information and any photos of the product and click "Send Request". In the case of a refund, enter your bank details (IBAN), bank and account holder in the Additional Information field.
At the end of the procedure, the system will send a confirmation email containing the return form to be inserted in the box, a sheet of paper with the address of our warehouse to be printed and applied to the outside of the box and the instructions for returning the product.
Place the completed return form in the box together with the product(s) to be returned.
Prepare the box by sticking the address sheet of our warehouse on the outside.
The destination is:
Via Helsinki 29, 00144 Rome (RM), Italy
Items shall be returned to iDesign S.r.l. without undue delay and, in any case, within 10 days from the day on which the request for withdrawal was made. The return conditions are fulfilled if the goods have been shipped before the expiry of the 10 days period. Keep the shipping receipt.
Return operations will be carried out only after checking the integrity of the product, which must be returned undamaged, in its original packaging and accompanied by the appropriate label.
As an alternative to the online return request, it is possible to send an explicit declaration of the decision to withdraw to iDesign S.r.l., to the e-mail address email@example.com, requesting the withdrawal form from Customer Care and then following the instructions reported in the withdrawal confirmation e-mail to conclude the procedure.
Return for withdrawal
In case the product is not to your liking, it is possible, after the return of the product to iDesign s.r.l. at your charge, to request an order voucher. The return will be under the responsibility of the customer until the box is delivered to our warehouse. In any case it will not be possible to get a refund, neither total nor partial, but only the online store voucher is available, to be spent directly on the website.
Go to the returns area and select return for cancellation, the product condition and as a provision "Online Store Voucher".
Return for incorrect, damaged or defective product
In the case of Return for incorrect, damaged or defective products, we will bear the shipping costs. In addition to the value of the products purchased, you will also be reimbursed for the logistics costs incurred in delivering your order. We will send a courier to the address you provided at the time of ordering for collection. If the returned product is the only one in your order, you will be contacted by our customer service to choose whether to receive a refund or a voucher to spend on the store equal to the value spent.
Returns will be processed within 10 working days from the date of delivery to our warehouse. All payments made against the returned items will be refunded, including delivery costs (with the exception of additional costs arising from any choice of a delivery type other than the least expensive type of standard delivery offered), without undue delay and in any case no later than 15 days from the date on which the request for withdrawal was received by our Customer Care. Said refunds shall be made using bank transfer, unless otherwise requested by the customer; in this case, any additional costs arising from the different means of payment chosen shall be borne by the customer. Refunds may be suspended until receipt of the goods or until the customer has demonstrated that the goods have been returned, whichever is earlier.