RETURN & REFUNDS
For any reason, customer can return the order, entirely or partially. Items can be returned for a size/colour change or for refund within 14 working days starting from the day of receipt of the products purchased on this site. Items must be returned in the same original conditions, neatly packed and with the return tag still attached. Please note that all Ssheena items are secured with a customized serial number tag. Without this tag the order return will not be accepted. To obtain complete refund the tag must not be removed, damaged, or cut. If customers wish to return an item, Ssheena.it invites them to send an e-mail to customercare@ssheena.it. Customer will receive an email containing detailed instructions to complete the return. Customer are invited to fill in also the specific form in the parcel and to put the invoice in the parcel too. Customer is kindly invited to accurately follow the return instructions. Customer can choose between the following options of compensation:
COLOR OR SIZE EXCHANGE
Items can be changed for the same model in a different size or colour, if available. Exchange with different models will be accepted by paying the price difference. If the price is lower that the item first purchased, the costumer will be refund with the difference. The new exchanged item can be returned following the same procedure.
REFUND
In case customer requests the refund of the item(s) returned, credit note will be issued the same day the parcel is returned to our warehouse, and only after quality check on the item(s). For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card. This time generally takes up to 20 working days. Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.
TERMS AND CONDITIONS OF RETURN
Customer is kindly invited to carefully follow the return policy of Ssheena.it, briefly summed up below. Item(s) can be returned only for the following reasons: refund, colour, size, model exchange. Item(s) must be returned in its(their) original conditions, neatly packed and with the Ssheena label tag and the serial number tag still attached and not damaged or cut. The returned item(s) should have not been worn, washed or altered. Item(s) must be returned with its (their) original tag, wrapping and other accessories (dustbag and covers, etc.) received in the box. Shoes and accessories must be returned in their original packaging that should not be damaged or altered or used as the packing box for shipment. Returns will have to be packed in the same box sent by Ssheena.it, and should have a copy of the invoice inside. Shipping costs on the items to be returned are at the customer’s expense. Below the shipping fees set for each geographic area:
Italy: €10
European Union (Italy excluded): €30
Rest of the world: €30
Any duty and tax related to the import of the box are always at the customer’s expense. Return authorized by Ssheena.it must be shipped from the same shipping country Ssheena.it sent the parcel to. Ssheena.it reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of Ssheena.it. In these cases, Ssheena.it can return the box to the sender at the original shipping address. Ssheena.it does not accept returns that were not authorized or not in compliance. Indeed Ssheena.it can withhold the 10% of the value of the returned item from the refund.
In case of defective item, or incorrect item following a mistake attributed to Ssheena.it, customer is kindly asked to follow the same return instructions. Also, customer is asked to attach detailed pictures proving the defect or the mistake. In these cases, shipping costs and duty and tax fees will be at the expense of Ssheena.it.
CUSTOMER SERVICE
Monday-Friday from 10am to 12am / from 14pm to 17pm.
customercare@ssheena.it
