Refund policy
Right of withdrawal
You have 14 days from delivery to return the items you purchased, without having to give any reason. To exercise your right of withdrawal, a clear statement is enough: a return request from the «My orders» area, an e-mail to ordiniweb@artigli.it or the withdrawal form at the bottom of this page.
1. How to start a return
Registered customers: log in to the site, go to «My orders», select the order and the items you wish to return and state the reason for the return.
Guest customers: write to ordiniweb@artigli.it stating your order number and the items you wish to return.
The e-mail address you provide will be used for all communications about the return (status of the request, collection, updates).
⚠️ Online purchases cannot be returned in our shops: the return procedure is online only.
2. Customer Service reply
Customer Service will reply within 3 working days and confirm the collection date with the courier Bartolini. Further information may be requested.
3. Collection and condition of the item
Once the collection has been booked you will receive an e-mail with all the details. Items must be returned intact, unworn and with their original tag and label.
If the collection does not take place on the agreed day, it is repeated automatically on the following day. If the parcel is not handed over to the courier on the second attempt either, you may send it back with a courier of your choice, at your own expense, within 14 days of notifying your withdrawal.
4. Checking the return and your options
Once the return has been received, our team checks the items and sends you an e-mail with the available options:
A) Refund — to the same payment method used for the purchase, within 14 days of notification of the withdrawal (we may wait until we have received the parcel). We usually process it within 6/7 working days of receiving the return. The time it takes for the funds to appear depends on your bank: generally up to 7 days for debit cards and up to 30 days for credit cards.
B) Exchange of item or size — with free shipping of the new item, once the return has been received and checked. Any difference in price must be settled.
C) Store credit — equal to the value of the returned item, to be used on future purchases.
Costs
Collection of the return is arranged by Distribuzione Carillo S.r.l. and its cost is borne by the customer: € 7,50 for a standard parcel, € 10,00 for parcels over 8 kg or shipped in more than one package. The cost is deducted from the refund.
If you withdraw from the entire order, we also refund the original delivery charges paid for standard delivery. If you return only part of the order, the original delivery charges are not refunded.
Faulty or incorrect products
If an item is faulty or different from the one ordered, the return is free of charge and we refund the full amount, including delivery charges. The 24-month legal guarantee of conformity from delivery provided for by the Italian Consumer Code remains in force.
Damaged items and vouchers
If an item is returned stained, damaged, altered or without its original tag and label, the refund may be reduced in proportion to the diminished value of the item.
Vouchers cannot be converted into cash: if the purchase was paid for with a voucher, the amount is credited back in the form of a voucher.
Withdrawal form
To be completed and sent to ordiniweb@artigli.it only if you wish to withdraw from the contract:
To: Distribuzione Carillo S.r.l., CIS di Nola, Isola 7, Lotti 773/776, 80035 Nola (NA) – ordiniweb@artigli.it
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on … / received on …
Order number: …
Full name: …
Address: …
Date: …
Customer Care
📧 E-mail: ordiniweb@artigli.it
💬 WhatsApp: Mon–Fri, 09:30–17:30
📞 +39 328 2241641