Returns, withdrawal and refunds

You can notify us of a return within 30 days after receiving your order.

A 14-day statutory right, extended to 30 days

For online purchases, you have a statutory right to withdraw from the contract without giving a reason within 14 days after delivery. Flavia di Luce voluntarily extends the period in which you may notify us of a return to 30 days after receipt. If one order contains several goods delivered separately, the period starts when the last item is received.

A notice sent within the applicable period is enough to meet the deadline, even if our reply arrives later. The voluntary extension does not limit the statutory 14-day right or your rights relating to goods that are incorrect, damaged, faulty or not as described.

How to notify us of a return

Email Giulia Moretti at info@flaviadiluce.com and clearly state that you wish to return one or more items. If available, include the order number, the items concerned and the email address used for the purchase. You do not need to give a reason for a change of mind, and prior authorisation is not required to exercise the statutory right of withdrawal.

Customer service will send the instructions and the correct return destination. Requesting these instructions helps prevent the parcel from being sent to an unsuitable address and does not make withdrawal dependent on our approval. The registered office shown at the bottom of this page is not automatically the return address.

When to send the item back

After notifying us, send the goods back without undue delay and no later than 14 days afterwards. The deadline is met if you hand the parcel to the carrier before it expires. Keep the receipt or other proof of dispatch; we recommend using a tracked service.

Return shipping costs

For a change-of-mind return, the direct cost of returning the goods is paid by the customer. We do not apply a fixed amount. The cost depends on the carrier and service selected, the parcel’s weight and dimensions, and the destination provided in the return instructions. We do not charge a fixed restocking fee.

If you received an incorrect, damaged, faulty or misdescribed item, contact us before sending it. Where a return is necessary as part of your statutory remedies, we will arrange it at no cost to you or reimburse a reasonable, documented shipping cost in accordance with the agreed instructions.

Condition of the item

During the first 14 days, you may inspect and try on the item as needed to establish its nature, characteristics and fit, as you would in a shop. You are responsible only for any diminished value caused by handling beyond what is necessary. Missing original packaging does not automatically remove the statutory right of withdrawal.

To use the voluntary extension from day 15 to day 30, the item must be unworn apart from a brief fitting, unwashed, unaltered, and complete with its tags, accessories and original packaging where supplied. This additional condition applies only to the voluntary period and does not reduce mandatory consumer rights. Sale items are not excluded merely because they were discounted.

Refunds

We refund the amounts due without undue delay and no later than 14 days after receiving the withdrawal notice. We may wait until we receive the goods or until you provide evidence that they have been sent back, whichever occurs first.

The refund is made using the same payment method used for the purchase, unless you expressly agree to another method that does not cause you any cost. If you return the entire order under the statutory right of withdrawal, the refund includes any initial standard-delivery charge; it does not include the additional cost of a more expensive service selected by the customer. For a partial return, the returned items are refunded.

An exchange, store credit, discount on a new order or partial refund in exchange for keeping the item may be offered as an alternative, but will apply only if you expressly accept it. These alternatives do not replace a refund that is due.

Incorrect, damaged or non-conforming item

Email info@flaviadiluce.com with a description of the issue and the order number, if available. A photograph can help us investigate, but it is not required in every situation for you to exercise your rights. The 30-day return window does not limit the legal guarantee. Where provided by law, remedies include repair or replacement at no cost and, when applicable, a price reduction or termination of the contract.

Optional withdrawal notice

You may use the wording below or send any other clear statement: