Refunds and Size Change
We hope you enjoy your order! However, if you are not completely happy or have simply changed your mind, you can open an online return request within 14 calendar days from the date of delivery.
The products must be sent back in the exactly same condition you received them: not worn, not washed and returned with all attached tags/labels.
We reserve the right to reject items returned in a condition other than those described above.
Please refer to the link and instructions below for opening an online return request.
Fill in the form with the order number (do not insert # or blank spaces) and your email address. Click on request a return.
Select the items to be returned and and follow the on-screen steps to request a size exchange or a refund.
You can choose between: Easy Return and Standard Return.
Check that everything is correct, and confirm your return.
You’ll get a confirmation email containing return instructions depending on the choice made.
How do I return my articles?
Easy Return: you will receive an email confirming your return request with the related rma number.
In attachment you will find a return label and, if you ship from a country outside the European Union, a Proforma Invoice.
Follow the instructions to prepare the parcel, and schedule a pick up appointment by visiting the carrier's website, or drop off the parcel at the closest Service Point.
If you requested a refund, the cost of the service will be reduced from your refund, as well as any customs charges sustained to import the goods. Such charges are calculated by the relevant customs office at clearance, and cannot be established beforehand.
Size exchange is completely free of charge.
Standard Return: you will receive an email confirming your return request with the related RMA number, and the shipping address.
No shipping label will be provided: you will have to arrange the shipment with the courier of your choice.
Please note that you are responsible for the cost of return shipping, customs charges included.
* 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.
Size Exchange
When opening the return request, you will also receive an order confirmation e-mail of your new change-size order.
Once your return shipment arrives at our warehouse, it will be inspected for quality, which may take a few business days.
We will notify you upon receipt of the items. If the return meets our requirements, your new change-size order will be shipped.
Refund
Once your return shipment arrives at our warehouse, it will be inspected for quality, which may take a few business days.
We will notify you upon receipt of the items. If the return meets our requirements, a refund will be issued within 14 days of the confirmation email.
The refund will be processed to your original payment method.If you do not receive a notification, please contact our Customer Service for assistance.
For returns from Non-EU Countries, any customs charges sustained to import the goods will also be deducted from your refund. Such charges are calculated by the relevant customs office at clearance, and cannot be established beforehand.
Please note that the processing time required to receive your refund depends on the internal procedures of your Credit Institution.
How to return a wrong or defective item
Elisabetta Franchi Outlet is committed to offer high quality products and services. Should you, for any reason, have a complaint about an item purchased online (in case of defects and/or non-conformity), please contact our Customer care: outlet@elisabettafranchi.com
Please provide all necessary information, including your order number, and some photos showing the labels of the received item.
Before sending the item, we kindly ask you to wait for a feedback from our Customer Care, that will deal with your complaint as quickly as possible, providing you with all instructionts to send the item back.