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FAQ

Ordering on yoox.com

To make purchases on yoox.com you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

Item search

Discover new trends and the most interesting designers directly from our Home Page selections, by choosing a designer or category from the navigation menu, or by using the website's internal search.

Product information

On each product page, you will find all available sizes and colours, a description and the composition of the item, and when applicable, whether availability is limited or if it is the last one available in the warehouse. Click on the product image to zoom in and see all of the details.You will also see if the item is sold by YOOX or one of our partners.

How to order

  1. From the item page, select the desired colour and size of the product
  2. Add the product to your Shopping Bag
  3. Once you have finished shopping, click the "Proceed to Checkout" button in your Shopping Bag
  4. Enter your email and your shipping address
  5. Select a and a
  6. Check that the information you entered is correct and click "Purchase Now".

If you are paying with a credit card, before completing your purchase you may be asked for a secondary authentication in order for your payment to be authorised. In this case, you will need to insert a one-time password, an SMS code, or another authentication method, in accordance with the established procedures of the credit card provider.

You will receive a confirmation email shortly after with the details of your order. As soon as your order is sent, you will receive one or more Shipping Confirmation emails.

Shipping Times and Costs



Our courier delivers from Monday to Friday during business hours and will make one delivery attempt to the shipping address indicated while placing the order. Should this not be possible, the parcel will be delivered to the nearest UPS Access Point. For more detailed information on delivery methods, see the .

If your order has been shipped with DHL, our courier will make two delivery attempts. After the second failed attempt, the courier will contact you to arrange a new delivery date. Should this not be possible, your order will be returned to our warehouse.

Our warehouse is closed for these . Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

If your order contains items sold by our partners, please contact the partner in question directly to check which days shipping and delivery do not occur.

Return Policy

You can return any YOOX item within 15 days of the delivery date by following the instructions below.

If you wish to return an item purchased from one of our partners, go to the View your order page.
It is not possible to return items sold by partners to the YOOX warehouse.

return process image

  1. Fill out the Return Form.
  2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
  3. Pack the items in the order box (or any rigid carton box) and stick the pre-paid UPS label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse in Italy.
  4. Drop-off your parcel at a UPS Access Point of your choice or visit www.ups.com to arrange the pick-up of your package wherever you wish.

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

All return conditions apply to exchanges as well.

For further information on the conditions for exercising your right to return, please see the Legal Area.

Exchanges

If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost within 15 days of delivery date.

Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available. We will then hold the item for you and as soon as we receive your return, we will ship it to the address from your original order. 

You will receive a Shipping Confirmation email when the package has been dispatched. You can exchange the size and/or color of an item one time only, but you can always return it by following the instructions in our .

It is not possible to request an exchange for items sold by one of our partners.

Refunds

We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.

The time needed to process your refund may vary based on the used:

Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.

Cash on Delivery: Your refund will be issued through wire transfer to a bank account that should be indicated in the Return Form. You will see the refund in your account within 10 business days of the Return Confirmation email. Please ensure your bank account is registered in the same country that the order was placed.

Moneyoox: the reimbursed sum will be available within 24 hours of the Return Confirmation email. Visit our for more information.

SOFORT Banking: Your refund will be issued directly to your Bank Account. You can check your refund logging in to your online banking account or by contacting your Bank. When you receive our refund confirmation email, please allow up to 5 days for the refunded amount to be visible on your bank statement.

Please bear in mind that returned items may be processed at different times and refunds may arrive separately.

Where is my return?

You can check the status of your return at any time on the Follow your Return page.
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