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Returns and Refunds

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, visit the View your order section for information on how to return items or contact a partner.

It is not possible to return items sold by a partner to YOOX. For more information, please visit the YOOX Partner section.

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  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.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.

To return an item sold by a partner, please visit the View your order section for information on how to make returns or contact a Partner.

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.

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