RETURN SHIPPING PROCEDURE

Once you have completed your return request in the REQUEST A RETURN section, you will receive an automatic confirmation e-mail containing:

1.                  Your RETURN CODE (text of the email) associated with your order (e.g. RU1234).

2.                  Two FORMS (text of the email) to print and cut out along the dotted lines.

3.                  The return label with the DHL Express shipping barcode to be printed and affixed on the parcel. Please note: if the label is missing, please check first inside the original parcel, otherwise request it to our customer service by replying to the return request email)

4.                  Only for ExtraCEE orders, the invoice proforma to be printed and provided to the courier upon collection.

5.                  Instructions for properly booking the collection of the package with our courier.

·         Print the e-mail containing the two forms received, cut them out along dotted lines and insert one inside and one outside the package as instructed.

·         Print the DHL EXPRESS LABEL with the BARCODE that you find attached to your return request or inside the package and stick it on the outside of the package together with FORM 1. ONLY if you also receive the WAYBILL DOC and the PROFORMA INVOICE attached to your return request e-mail, hand them over to the courier upon collection. Take care to remove or cover any shipping labels already on the package and seal the package carefully.

·         Contact the DHL EXPRESS courier via the link provided in the email to book the collection of your parcel. Follow the instructions on the return request email to book the collection online or contact DHL Express customer service to book it by phone. Please note that we cannot be responsible for returns entrusted to drop off points or generally carried out not following our guidelines.

After verification of the integrity of the product (as per General Conditions of Contract), the cost of the item/s will be refunded, while shipping costs will be retained by FFW S.r..l.

FFW S.R.L. reserves the right to refuse return requests for which all the Terms and Conditions have not been respected. In these cases, the goods will be kept in the warehouse for a maximum of 15 days within which the customer is obliged to organize collection at his own expense and promptly inform our customer service of the pick-up details.

REFUNDS

If you have made a return by following our instructions (see the REQUEST A RETURN section), you can track your return shipment by entering the WAYBILL number you find on the return label on the courier's website and, if you wish, activate automatic notifications on the courier's website to receive updates on the status of your return shipment.

From the date your return is delivered to our warehouse, we have up to 14 working days to verify that the goods received are compliant and process your refund. You will receive an automatic e-mail as soon as your return has been accepted and refunded.

Once the refund has been issued, you will also receive an e-mail notification from the selected payment method. The time it takes for your account to be credited and displayed depends on your bank and the payment method selected, so please wait a few days after receiving the e-mail and check with your bank.

DO YOU HAVE ANY OTHER QUESTIONS?

·         Can I ship the products I wish to return with a different courier than the ones you have indicated?

Yes, you can, but in this case, the return shipping will be entirely at your own expense and responsibility. The return must be authorized by our Customer Service via email.

·         I have lost the return form!

If you have lost the email containing your return form, please send an email to Customer Service and request a new copy.

·         Can I return two different orders in one box?

Unfortunately, this procedure is not possible. Each order/return must be sent individually and with its own documentation.

·         I can't find the return shipping label for my return!

Make sure you have checked both the attachment to your return request email and inside the package. If, for any reason, you need a new return label, you can contact our Customer Service via email and request a new one.

·         The courier did not show up for the pickup. Can I schedule a new pickup?

Yes, you can contact the courier, providing your pickup booking code, and request a new pickup at the date and time that is convenient for you.