Refund policy
OUR RETURN POLICY
Our custom-made shoes with remote scanning cannot be returned.
Therefore, we cannot accept returns on this type of product.
Pursuant to Article 59(1)(a) and (c) of the Consumer Code, Legislative Decree 206/2005 as amended and supplemented, the right of withdrawal is in fact excluded, since the service is provided immediately and the goods are manufactured and customised based on the User’s requirements.
DEFECTIVE ARTICLES
If you find a defect in your pair of shoes, please contact us immediately by email at customercare@steloitaly.com or Whatsapp 335 5320332
We would also ask you to provide us with photos or videos showing the defect in question, if possible.
One of our technicians will contact you by video call to determine whether it is indeed a defect. If the technician determines that it is a production defect, we will have our courier collect the shoes and refund you in full.
Alternatively, or following the negative opinion of the technician, you may send us the shoes for viewing by the means most convenient to you and at your own expense.
After receiving the goods on consignment, we will inspect them further and decide whether the shoes present a serious defect.
In case of a serious defect, we will refund you the full amount, including courier costs for the return, valued at the average UPS shipping costs.
As soon as we have received the parcel with the shoes, established its integrity and (possibly) inspected the shoes, we will proceed with the refund in the same manner in which payment was made.
In the event that the defect is not significant in terms of quality, we will offer you adaptation by our master craftsmen and the return of the adapted shoes to your home, at no cost to you.
REFUNDS FOR DEFECTIVE GOODS
If the shoe sent on account of a serious defect is accepted as a return, we will immediately issue a refund to your credit card.
The expected refund time is approximately 7 working days from receiving the parcel and ascertaining the defect.
The time it takes for the amount to appear on the card account depends on the credit card company.
Please get in touch with your credit card issuer for information.
SHIPPING REFUNDS
For returns from EU countries, we only refund the equivalent UPS shipping cost, regardless of your chosen shipping method. If you have chosen to ship the goods by courier, we will not refund the difference in cost.
For returns from outside the European Union: we do not refund the initial shipping costs, regardless of the shipping method chosen.
We do not refund taxes, customs duties and charges required by the customs authorities in your country. However, if you have paid these duties and wish to request a refund, please get in touch with your local customs office
JURISDICTION AND FINAL CLAUSES
Any dispute relating to this contract shall fall under the exclusive jurisdiction of the Court of Vicenza. For all matters not provided for in this contract, the regulations in force on the subject shall be deemed herein.
The parties accept this contract; in particular, the customer declares that he/she has read and approved the provisions of the preceding articles; for all matters not expressly addressed, reference is made to the law, regulations and local customs.