Fitzroy maintains full ownership of the products until full payment has been obtained.
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. All packages are sent via express courier from our warehouse in Salerno. Your order will be sent within 2 working days after it has been placed.
The normal delivery time from the package has left our warehouse is:
Any delays or differences are caused by the courier. When the items are dispatched the customer will receive an email with details to allow him/her to track the order online.
If nobody is at the address when the courier makes the delivery, a note is left in the mailbox. Another attempt to deliver will be made the next day. If delivery is not possible, the package will be returned to us. When you find the note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard etc. Please note that it is not possible to make a delivery to a PO box.
The freight charge is a flat rate that depends on your delivery address.
As soon as the goods have been delivered at the address indicated in the order, the Customer must check that the packaging has not been damaged and that the goods ordered are as indicated on the documents contained in the parcel, as for number of items and quality. Should there be any error or damage the Customer must indicate exactly what is wrong on the transport document otherwise his/her rights can not be guaranteed.
Complaints and delays in dispatch
The Customer can let us know about any problems (mistakes in delivery, problems or delays with delivery) either by writing us on the CONTACT section of our website or by sending an e-mail to this address: email@example.com. Please note that our office hours are Monday – Saturday from 9.30am to 8.00 pm.
How much is the freight charge?
We ship to Italy and several European countries, and the freight charge depends on your delivery address. You will see it calculated at the checkout, before the payment.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.
When we receive the product, we will refund the value of the purchased the product, but not the original freight.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.
In accordance with current Italian and EU law the relationship between Seller and Customer is governed by consumer protection norms when the customer makes a purchase for personal use not connected to his/her business or work. However for any relationship between Seller and Customer where purchases are made directly connected to the customer’s business the consumer protection norms do not apply, in particular D.Lgs N.185 1999 (distance contracts) and D.Lgs 50 1992 (right to revoke) articles 1469 bis e segg. c.c.
How to return a product
Customers who are not satisfied can exercise their right to cancel (in accordance with Italian law D Lgs 22/05/09 n.185 customer protection for long distance contracts) within 14 working days from when the goods are received, by sending us an email to firstname.lastname@example.org or by using the CONTACT section on the website giving the following details:
- Name and surname
- Your phone number and email
- The order number
- The item code of the garment to be returned
- Reasons for returning the item
- State if you wish to have a refund or an exchange
You will then receive an email giving you the address to send it to. The shipping charges are on the customer’s side.
You may return one or more items within fourteen days from the date you receive the goods. Please ensure that the products are in the same condition in which you received them along with identifying label and original packaging.
Any returned item which is damaged or has any missing part, such as accessories, will not be accepted by the Seller and will be returned to sender and transport costs charged to the Customer. When the Seller receives returned goods which do conform to our conditions, the refund will be made.
Fitzroy reserves the right to refuse to refund or exchange any items after this fourteen days period.
We refund the amount you payed for the returned goods within 48 hours after receiving the parcel.