RETURNS & REFUNDS


If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.

RIGHTS TO CACEL UNDER ICACRs

You have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and indicated by you acquires) physical possession of the last of the goods. To exercise the right to cancel, you must inform us by letter to: Stole the snow di Riccomi Simone, Loc. Fonte 27, 55011 Altopascio (LU), or by email to: info@stolethesnow.com (subject of e-mail: Returns and Exchange, Order No. ________ ). Read in detail about Returns and Exchanges below in sections “Italy Returns and Exchanges” and “International Returns and Exchanges”. For orders cancelled under the ICACRs, we will issue you with a full refund including the shipping cost paid by you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make reimbursement without undue delay, and not later than: (I) 14 days after the day we receive back from you any of the goods supplied; or (II) (if earlier) 14 days after the day you provide us with evidence that the good have been returned; or (III) if no goods were supplied, 14 days after the day on which we are informed about your cancellation. We will make reimbursement using the same conditions of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the re-imbursement. In the event that we have sent goods to you and you have cancelled your order, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. [If we do not receive the cancelled order back, we may arrange to have it collected from you at your cost.] You shall return cancelled orders to: Stole the snow di Riccomi Simone, Loc. Fonte 27, 55011 Altopascio (LU), Italy, without undue delay and in any event not later than 14 days from day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired. You will have to bear the cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling, other than what is necessary to establish the nature, characteristics and functioning of the goods. Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above. Our free collection service (see below) is not available for orders cancelled under the ICACRs.

RETURNS AND EXCHANGES USING OUR FREE COLLECTION SERVICE

As an alternative to using your rights under the ICACRs, you may prefer to return or exchange items using our free returns and exchanges collection service. You must request your Return Code within 14 days of order receipt, and return your unwanted items within 14 days of receiving your Return Code, for a refund of the value of the item only, or an exchange for the same item in a different size, based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately. If you selected PayPal when you placed your order, any applicable taxes and duties on your exchange should be paid with your debit or credit card. See costs in Shipping Information. Please note our free collection service is not available for orders cancelled under the ICACRs.

OUR POLICY

Items should be returned unused and with all Stole the Snow security tags and designer garment tags still attached. Returns that are damaged or soiled will not be accepted and will be sent back to the customer and/or a refund refused. Where provided, belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return. Please email info@stolethesnow.com if any of your purchases have been delivered without Stole the Snow tags. All items returned should have a Return Code to allow easy identification and prompt processing. Unidentified returns will be returned to the sender.

Underwear & Swimwear

Boxers, briefs, and swimwear should be tried on over underwear. Returns will not be accepted if items are soiled, and will be sent back to the customer. Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.

REPEATED RETURNS

We offer a flexible returns policy to make your online shopping experience even easier. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.

ITALY

RETURNS & EXCHANGE

We offer free returns on all Italy orders. Simply request a Return Code within 14 days of receipt of your order. To return an item for exchange, store credit note or refund, please follow the steps below:

  1. Contact Customer Services to obtain a Return Code: info@stolethesnow.com. For e-mail use subject “Returns and Exchange, Order No. ________ ).
  2. In e-mail you need to set the date when you want to return your order (within 14 days of receipt of your order).
  3. Mark the return form included in your delivered order to request an exchange, store credit or refund.
  4. Include the return form with your item(s) and follow the instructions you will receive in our e-mail.
  5. You will receive confirmation e-mail about exchange, store credit or refund within 72 hours from the time we will receive your return.

INTERNATIONAL RETURNS & EXCHANGE

If you want to make return, simply request a Return Code within 14 days of your order. However you need to pay the return’s shipping fee on your own. To return an item for exchange, store credit note or refund, please follow the steps below:

  1. Contact Customer Services to obtain a Return Code: info@stolethesnow.com. For e-mail use subject “Returns and Exchange, Order No. ________ ).
  2. Mark the return form included in your delivered order to request an exchange, store credit or refund.
  3. Include the return form with your item(s) and send to the address below via registered mail.
  4. You will receive confirmation e-mail about exchange, store credit or refund within 72 hours from the time we will receive your return.

Returns Address: Stole the snow di Riccomi Simone, Loc. Fonte 27, 55011 Altopascio (LU), Italy.

Please Note:

  1. All returns must be received in their original condition and packaging. Stole the Snow security tags should be still attached.
  2. Returns may take up to 72 hours to process once received.
  3. All sales of fragrances, magazines, swimwear and underwear are final and cannot be exchanged or refunded.
  4. Returns remain the customers’ responsibility until received by our warehouse team.
  5. Please, keep hold of your return tracking information as this acts as proof of postage and without this we will be unable to provide assistance. For further information, please contact our Customer Service: info@stolethesnow.com.