Refund policy
RIGHT OF WITHDRAWAL
RIGHT OF WITHDRAWAL
The Customer has the right to withdraw from the purchase, without any penalty and without specifying the reason, within 30 days from receipt of the products, notifying the Seller within the same period.
Registered Customers can communicate their withdrawal through the Site by accessing the Make a Return section of their Profile, selecting the order containing the item to be returned, and clicking on Request Return.
In the event of withdrawal from the Contract, the Customer must return the products within 14 days from the day on which they communicated their intention to withdraw to the Seller, following the return instructions provided on the website page Withdrawal and Returns.
All return shipping costs are the responsibility of the Customer.
The right of withdrawal cannot be exercised for products that are not suitable for return due to hygiene reasons or reasons related to the protection of the health of the Customer and the seller's staff. For this reason, the return of products intended to come into contact with intimate parts of the body will only be possible if the relevant packaging remains unopened. Conversely, removing or damaging the packaging will strictly result in the exclusion of the right of withdrawal.
Products that, due to the nature of their materials, alter to fit the individual once worn are also non-returnable. For these products as well, returns are only permitted if the packaging remains intact and the product has not been worn, even for trying on.
The Customer is liable for any diminished value of the products resulting from handling other than what is strictly necessary to establish the nature, characteristics, and integrity of the products. Therefore, if the returned products are damaged (e.g., showing signs of wear, abrasion, deformation, etc.), not complete with all their parts and accessories (including unaltered labels and tags still attached to the product), or lacking the attached instructions/notes, original packaging, and warranty certificate where applicable, the Customer will not be entitled to a refund.
Subject to verification of the above, the Seller will refund the amount for the returned products within 14 days following the Customer's withdrawal. The Seller may withhold the refund until the returned products have been received.
Unless otherwise requested by the Customer, the Seller will issue the refund using the same payment method chosen by the Customer at the time of purchase.
Registered Customers can communicate their withdrawal through the Site by accessing the Make a Return section of their Profile, selecting the order containing the item to be returned, and clicking on Request Return.
In the event of withdrawal from the Contract, the Customer must return the products within 14 days from the day on which they communicated their intention to withdraw to the Seller, following the return instructions provided on the website page Withdrawal and Returns.
All return shipping costs are the responsibility of the Customer.
The right of withdrawal cannot be exercised for products that are not suitable for return due to hygiene reasons or reasons related to the protection of the health of the Customer and the seller's staff. For this reason, the return of products intended to come into contact with intimate parts of the body will only be possible if the relevant packaging remains unopened. Conversely, removing or damaging the packaging will strictly result in the exclusion of the right of withdrawal.
Products that, due to the nature of their materials, alter to fit the individual once worn are also non-returnable. For these products as well, returns are only permitted if the packaging remains intact and the product has not been worn, even for trying on.
The Customer is liable for any diminished value of the products resulting from handling other than what is strictly necessary to establish the nature, characteristics, and integrity of the products. Therefore, if the returned products are damaged (e.g., showing signs of wear, abrasion, deformation, etc.), not complete with all their parts and accessories (including unaltered labels and tags still attached to the product), or lacking the attached instructions/notes, original packaging, and warranty certificate where applicable, the Customer will not be entitled to a refund.
Subject to verification of the above, the Seller will refund the amount for the returned products within 14 days following the Customer's withdrawal. The Seller may withhold the refund until the returned products have been received.
Unless otherwise requested by the Customer, the Seller will issue the refund using the same payment method chosen by the Customer at the time of purchase.
RETURNS AND REFUNDS
You have up to 30 days from the delivery of your online order to change your mind and return the purchased items. An essential condition is that the items are returned in perfect condition and complete with all tags.
For more information, you can consult the return policy in Art. 8 of the General Terms and Conditions of Sale.
Returned products must be sent to the Seller in a single shipment. The Seller reserves the right not to accept products from the same order returned and shipped at different times.
All return shipping costs are the responsibility of the Customer.
Changing the size of an item is only possible if the order has not yet been processed. To request a size exchange for a purchased product, please contact customer service by filling out the form on the "Contact Us" page of the website or by emailing customer@roberta.com. Size changes are not possible once your order has been received; if you do not wish to keep the item, you must proceed with a return and place a new order for the correct size.
For more information, you can consult the return policy in Art. 8 of the General Terms and Conditions of Sale.
Returned products must be sent to the Seller in a single shipment. The Seller reserves the right not to accept products from the same order returned and shipped at different times.
All return shipping costs are the responsibility of the Customer.
Changing the size of an item is only possible if the order has not yet been processed. To request a size exchange for a purchased product, please contact customer service by filling out the form on the "Contact Us" page of the website or by emailing customer@roberta.com. Size changes are not possible once your order has been received; if you do not wish to keep the item, you must proceed with a return and place a new order for the correct size.
In Italy
Returns can be made via the 12,000 drop-off points of the Poste Italiane network or by conveniently scheduling a home pickup with the SDA courier.
To request a return, you must be logged into the www.roberta.com website and access the "Make a Return" section of your account. In your order details, click on the "Request Return" button and fill out the form specifying the item, quantity, and reason.
After completing the return request, you will receive an acceptance confirmation email with the return label attached.
Next, prepare the package and affix the received label to the outside.
The package must be handed over to the Poste Italiane drop-off point nearest to your home, or to the SDA courier by booking a home pickup online at the following link: https://www.poste.it/prenota-ritiri/index.html">https://www.poste.it/prenota-ritiri/index.html, or by calling the toll-free number 803.160 (landlines only) or the paid number 06/45263160 from landlines and mobiles (rates depend on your phone provider), providing the operator with the waybill number shown under the largest barcode.
After completing the return request, you will receive an acceptance confirmation email with the return label attached.
Next, prepare the package and affix the received label to the outside.
The package must be handed over to the Poste Italiane drop-off point nearest to your home, or to the SDA courier by booking a home pickup online at the following link: https://www.poste.it/prenota-ritiri/index.html">https://www.poste.it/prenota-ritiri/index.html, or by calling the toll-free number 803.160 (landlines only) or the paid number 06/45263160 from landlines and mobiles (rates depend on your phone provider), providing the operator with the waybill number shown under the largest barcode.
You can track the delivery status of your return by entering the waybill number on the website https://www.sda.it/">www.sda.it in the "Ricerca spedizioni" (Track Shipment) section.
If the courier does not pick up the package on the scheduled date, please contact them again to arrange a new pickup via the toll-free number 803.160 (landlines only), the paid number 06/45263160 from landlines and mobiles (rates depend on your phone provider), or online at the following link: https://www.poste.it/prenota-ritiri/index.html
The refund will be processed no later than 14 business days from the return of the products, using the same payment method chosen at the time of order placement.
If the courier does not pick up the package on the scheduled date, please contact them again to arrange a new pickup via the toll-free number 803.160 (landlines only), the paid number 06/45263160 from landlines and mobiles (rates depend on your phone provider), or online at the following link: https://www.poste.it/prenota-ritiri/index.html
The refund will be processed no later than 14 business days from the return of the products, using the same payment method chosen at the time of order placement.
In Austria, Belgium, Croatia, Denmark, Estonia, France, Germany, Greece, Latvia, Lithuania, Luxembourg, Poland, Netherlands, Portugal, Slovenia, Spain, and Sweden
Returns can be made by dropping off the package at a UPS Access Point or by conveniently scheduling a home pickup with the same carrier.
To request a return, you must be logged into the www.roberta.com website and access the "Make a Return" section of your account. In your order details, click on the "Request Return" button and fill out the form specifying the item, quantity, and reason.
After completing the return request, you will receive an acceptance confirmation email with the return label attached.
Next, prepare the package and affix the received label to the outside.
The package can be delivered to the UPS Access Point nearest to your home.
You can track the delivery status of your return by entering the waybill number on the website http://www.ups.com/">www.ups.com.
If the courier does not pick up the package on the scheduled date, please contact them again to arrange a new pickup.
To request a return, you must be logged into the www.roberta.com website and access the "Make a Return" section of your account. In your order details, click on the "Request Return" button and fill out the form specifying the item, quantity, and reason.
After completing the return request, you will receive an acceptance confirmation email with the return label attached.
Next, prepare the package and affix the received label to the outside.
The package can be delivered to the UPS Access Point nearest to your home.
You can track the delivery status of your return by entering the waybill number on the website http://www.ups.com/">www.ups.com.
If the courier does not pick up the package on the scheduled date, please contact them again to arrange a new pickup.
The return shipping cost is €10 and is borne by the buyer. Therefore, this amount will be deducted from the value of the returned goods at the time of the refund.
The delivery address for returns is:
POMPEA SPA
Via San Damaso, 10
Via San Damaso, 10
46046 Medole MN Italy
To request a return, you must be logged into the www.roberta.com website and access the "Make a Return" section of your account. In your order details, click on the "Request Return" button and fill out the form specifying the item, quantity, and reason.
After completing the return request, you will receive an acceptance confirmation email.
Next, prepare the package and ship it to the address provided above.
The refund will be processed no later than 14 business days from the return of the products, using the same payment method chosen at the time of order placement.
After completing the return request, you will receive an acceptance confirmation email.
Next, prepare the package and ship it to the address provided above.
The refund will be processed no later than 14 business days from the return of the products, using the same payment method chosen at the time of order placement.