Refund policy

Returns and Refunds

If the purchased product does not fully meet your expectations, you may exercise your right of withdrawal by completing the return request directly online within 14 days from the date of delivery of the order.

Products must be returned in the same condition in which they were delivered: intact, unused, and complete with all original labels and tags still attached.

We therefore ask you not to remove the labels, as their absence will result in the return request being rejected.

Returns and Refunds

If the purchased product does not meet your expectations, you may exercise your right of withdrawal within 14 days from the date of receipt of the order by submitting a return request directly online.

Products must be returned in the same condition in which they were delivered: intact, unused, and complete with all original labels and tags still attached.

We therefore kindly ask you not to remove the labels, as their absence will result in the return being refused.

How to Request a Return

Return requests can only be made within 14 days from delivery.
After this period, the return procedure will no longer be available.

Log in to your account, go to the “My Orders” section, select the relevant order and start the return procedure.

You will be asked to:

  • select the product or products to return

  • indicate the reason for the return

At the end of the process, you will receive a confirmation email acknowledging that your return request has been submitted.

Returning the Products

Once the return request has been submitted, you will receive all the necessary shipping instructions.

How to Ship the Return

  • prepare the package including the items to be returned

  • ship it to the address indicated in the instructions received

  • keep the shipping receipt

Shipping costs are borne by the customer.
Customer Service does not provide return labels.

Return Address

Nippon Express
Via Altiero Spinelli 1 – Blocco A
37060 Nogarole Rocca (VR)
Italy

Returns from Non-EU Countries

For returns originating from countries outside the European Union, the shipment must be accompanied by a proforma invoice, in accordance with customs regulations.

The proforma invoice must be attached to the outside of the package.

Please also send the return tracking number to Customer Service.

* In accordance with customs regulations, shipments of goods or documents outside the EU are subject to declaration. This means that the goods must be accompanied by a proforma invoice for returns sent to Nippon Express.

** In accordance with customs regulations, shipments of goods or documents outside the EU are subject to declaration. This means the goods must be accompanied by a proforma invoice. If you are returning an item from a non-EU country, please print the proforma invoice that will be sent to you by email and attach it to the outside of the box (please never place it inside the box). This will help speed up the customs clearance process for your return. Please also communicate the return tracking number by sending an email to our Customer Care if you are returning an item from a non-EU country.

Please also communicate the return tracking number by sending an email to our Customer Care if you are returning an item from a non-EU country.

Refund

Once the return has been received, the product will be checked by our warehouse and Quality Control Department.

If the outcome is positive:

  • you will receive a confirmation email

  • the refund will be issued within 14 days from receipt of the returned goods

The amount will be refunded using the same payment method used for the order.

Processing times may vary depending on your bank or payment provider.

Return for Defective or Incorrect Product

If you have received a defective product or a product different from the one ordered, please do not start the standard return procedure.

In such cases, you must contact our Customer Service before shipping the item.

During the report you will be asked to provide:

  • order number

  • description of the problem

  • any photos of the product and the defect found

Once the necessary checks have been carried out, Customer Service will provide all instructions to proceed correctly with the return.

The refund will be processed according to the applicable methods and timelines once the procedure has been completed.

Final Note

In the event of a refund, the customer may place a new order independently if desired.