Returns and refunds

We hope you like the goods! If you change your mind anyway, the return request must be filled in directly online within 14 days from the date of receipt of your order.
Products must be sent back exactly in the same condition in which you received them: unworn, unwashed and returned with all tags attached.
Therefore, if you try on a garment, please do not remove the labels you find attached, otherwise your return will not be accepted.


HOW TO OPEN A RETURN REQUEST IF YOU ARE A GUEST USER:

  • Connect to your dashboard as a guest at THIS LINK by entering your order's details

  • Enter your order details and select "RETURN"

  • Enter the return request for the products to be returned choosing "refund" as solution: you will immediately receive an email confirming the process has been completed correctly and RMA number

 

HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT AND HAVE PLACED THE ORDER AS A REGISTERED USER:

  • Log into your personal area and go to the section "Order & Returns". Select the order for which you want to request a return and click on the Return tab.;

  • Complete the form with details of the items to be returned and the reason for return;

  • Please select "Refund"

 

You can choose between "Easy Return" or "Standard Return"


PRODUCTS RETURN

How do I return my articles?

If you have selected the following option::

    • Easy Return: you will receive an email confirming receipt of your return request with the related rma number: in attachment you will find the return label and the Return List. If you ship from a country outside the European Union, you will also receive a Proforma Invoice Print out the Return List, and insert it inside the package: this document will facilitate the recognition of the return and speed up the refund. Print the Return Label and attach it to the parcel, covering/removing the original shipping labels. Arrange collection from your home by calling, or visiting the carrier's website, or drop off the parcel at the closest Service Point.

    • Standard Return: Within 1-2 working days you will receive an e-mail confirming the receipt of your return request with the associated rma number. Attached you will find the Return List. If you ship from outside the European Union, you will also find the Proforma Invoice attached. We remind you that shipping is at your own expense: you can choose the courier you prefer to organize the return shipment.

If you proceed with Standard Return, the products must be shipped to the following address::

FiloBlu c/o Snatt Logistica
Via Giuseppe di Vittorio, 21
20049 Caleppio (MI)
tel: 02 9530 7270



* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration.This means that the goods must be accompanied by a pro forma invoice that we will send you with the Return Authorization email. The proforma invoice has to be attached to the outside of the box (never put it inside the box): this will help us accelerate the process of customs clearance of your return. We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.

 

REFUND

As soon as your return will be delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.

The refund will be completed on the same payment method used to confirm the order within 14 days since the receipt of the goods.

You will be credited for the price of the purchased products. PAL ZILERI does not allow goods' exchanges, but will refund the cost of the returned items. If you wish to change the items, you will have to place a new order.

In the case of returns from non-EU territories, any duties and/or charges relating to the customs clearance procedure will be deducted from the total amount of the refund.

Please also note that the technical time required to obtain a refund depends on the internal procedures of your credit institution. 


RETURN FOR FAULTY OR INCORRECT PRODUCT

In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as “a product that complies with the agreement”.

PAL ZILERI s is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.

Please provide all the necessary information, including, the related order number and pictures with the labels of the product that you received. 

Before sending the goods back we kindly ask you to wait for a reply from our Customer Care that will deal with your claim as soon as possible. 

In the event of a defective or non-conforming product, PAL ZILERI will organize a pick up for the product at its own expense.