RETURNS AND REFUNDS

RETURNS OF ORDERS WITH ONE OR MULTIPLE PRODUCTS INCLUDED

Returns can be requested within 14 days of product delivery. To request a return please contact customer service at customercare@exisse.com .
Exisse puts the satisfaction of its community first: we fully refund the price paid for the product (excluding shipping costs), along with free pickup of returns. To prevent the right of return from expiring, we recommend that you request the return within 7 days of delivery of your order. For a return to be accepted it must pass the Quality Check, which sets the following standards (Returns Policy):  

• Items must be returned in the same condition in which they were received and most importantly unused. Labels must all be attached, packaging must be the same and must not be damaged.  
• Footwear and accessories must be returned with their original packaging and protective bags (if provided) and placed inside a protective outer box for shipping. If this is not possible, you can use a box of equal size so that the items can arrive to our Partner in perfect condition.
• Socks, underwear and swimwear must be returned with protective hygienic labels and, where applicable, in unopened packaging, and must be tried on over your own undergarment. We do not accept any returns of items that have been worn or show signs of use.  
• Jewelry must be returned in the same condition in which it arrived, including the packaging and paperwork provided.

International orders (outside of Italy)

The cost of international shipments may vary from country to country. It is the responsibility of the consumer to ensure that the return shipment is forwarded and correctly completed. The cost of return shipment and customs costs shall be borne by the consumer. Any damage occurring to the items during the return shall be charged to the customer. 

What procedure should I follow to request a return?  

• Contact customer service to request the return of one or more products  
• Once customer service has verified eligibility to request a return, it will request the courier to pick up the package at your location.  
• Prepare the package as indicated above.  
• Once the courier arrives, deliver the package to the shipper who will affix the shipping label.  

Can I request multiple returns at the same time?

Our courier can take several packages at the same time. If your orders were placed through different partners, you will need to request separate pickups for each package by contacting customer service. 

Refunds occur within 10 days of partner's confirmation of passing Quality Check. Refund times may vary depending on the payment provider. Through your account and the tracking number of the return you can check the progress of your return shipment. When the partner has accepted your return we will send you a refund confirmation email.

The transport and duties are refundable?
Exisse offers free returns for its customers, but the cost of shipping your order is not included. Duties and shipping taxes that orders may be subject to are non-refundable. You may be able to obtain a refund by contacting your local customs office directly. Should the customer miss the courier's pick-up at his home address more than twice, it will be his responsibility to have the parcel delivered to the return destination.  

Packages lost by couriers
In the case of packages lost, opened, stolen or tampered with during transport, Exisse will open a claim with the courier used for the order in order to obtain a refund of the amount spent. However, in order to obtain a refund, the customer must provide Exisse with all the necessary documents for the courier to process the claim. The refund will not be made until the courier has reimbursed Exisse for the lost package.

Exchanges are doable and can be requested in the same manner as returns. They follow the same process as returns, but consumers are responsible for the cost of shipping the exchange.