If you purchased one or more items and would like to return or exchange them, you have 14 working days from the date you receive your order to start the return process.
To make the procedure faster and safer, we use Shopify's native returns system. Please follow the steps below.
Log in: enter the email address used for your order. You will receive a 6-digit verification code by email; enter it to access your order history.
Select the order: open the order containing the item you want to return and select “Request return”.
Choose the reason: select the reason from the drop-down menu. If you would like an exchange, specify this in the notes and indicate the new item you would like to receive.
Submit the request: after clicking “Submit request”, you will receive a confirmation email within 48 hours with instructions for shipping the return.
RETURN WITH EXCHANGE
If you would like to exchange one or more purchased items, the following procedure applies:
Return shipping: return shipping costs are your responsibility, as is the risk of loss or damage during transport.
Inspection: once the return is received, we will inspect it to make sure the product is not damaged and that all original accessories are included (packaging, case, cloth and information booklet).
Shipment of the replacement: after the inspection, we will contact you by email and ship the replacement product free of charge, with no additional shipping fee.
Exchange notes:
If the replacement product has a higher value, you will be asked to pay the difference.
If the replacement product has a lower value, the difference will not be refunded.
A product may be exchanged only once.
RETURN WITHOUT EXCHANGE (REFUND)
If you wish to return the items without requesting an exchange:
Return shipping: return shipping costs are your responsibility and the sender is responsible in the event of loss or damage during transport.
Inspection: once the product is received, we will check the condition of the product and its original accessories (packaging, case, cloth and information booklet).
Refund: once the condition of the returned item has been verified, in accordance with the General Terms and Conditions, the cost of the returned item(s) will be refunded.
Timing and payment method: the refund will be issued within 14 working days of receiving the return and credited using the same payment method used for the order.
Important: if the right of withdrawal is exercised in a way that does not comply with the procedure described above, we reserve the right to refuse the return and no refund will be issued.
CUSTOMISED PRODUCTS
Customised and made-to-order products are created according to the specifications you provide. For this reason, withdrawal and returns are not available for these products, except in the event of a proven error on our part in fulfilling the order. In that case, you must still submit the report through the portal or by email.
Need help? If you have difficulty with the online procedure or prefer the traditional method, email marricortona.shop@gmail.com with “Return request” and your order number in the subject line.
