Returns & Refunds
We hope you enjoy the products you order!
For orders placed between November 14th and December 24th, returns will be extended until January 8th.
The right to cancel may be applied to the purchased product as a whole; it is not in fact possible to return only part of the purchased product (for eg., accessories, complementary items, etc.);
in order to cancel, the product must be complete new, unused, without removing the anti theft device and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, cards, tags, seals, etc.);
The right of withdrawal cannot be applied to products for which the Customer has requested personalisation.
OPENING OF RETURN PROCEDURE
| IF YOU ARE A REGISTERED USER: | IF YOU ARE A GUEST USER: |
|---|---|
| 1. Access your ACCOUNT | 1. Access the RETURN FORM |
| 2. Go to "My Orders" and find the order for which you wish to request a return. Click on "Request a return" | "2. Please fill in the form with your order number (do not enter #), your surname and your email or postcode. Do not put blank spaces before or after the required information. Click on "Request return". |
| 3. Complete the form with details of the items to be returned by selecting 'Refund'. | 3. Complete the form with details of the items to be returned by selecting 'Refund' |
| 4. You can choose between "Easy Return" or "Standard Return" | 4. You can choose between "Easy Return" or "Standard Return" |
MODE OF RETURN
5. Should you have decided to proceed with the:
| IF YOU ARE A REGISTERED USER: | IF YOU ARE A GUEST USER: |
|---|---|
| a) Easy Return: You will be sent an email confirming your return request with the associated RMA (return merchandise authorisation) number: we ask you to print it and insert it in the package. In a second email you will receive the pre-filled DHL return label, to be affixed to the parcel and the instructions to book the courier in charge of the collection. The return is not free of charge and the shipping cost will be deducted from your refund. | a) Easy Return: You will be sent an email confirming your return request with the associated RMA (return merchandise authorisation) number: we ask you to print it and insert it in the package. In a second email you will receive the pre-filled DHL return label, to be affixed to the parcel and the instructions to book the courier in charge of the collection. The return is not free of charge and the shipping cost will be deducted from your refund. |
| b) Standard Return: Within 1-2 working days you will receive a return authorisation e-mail from our Customer Care with the address of the warehouse to which you will return the goods and the associated RMA (return merchandise authorisation) number: we ask you to print it out and insert it in the package. You can then choose the courier to whom you wish to entrust the return shipment. | b) Standard Return: Within 1-2 working days you will receive a return authorisation e-mail from our Customer Care with the address of the warehouse to which you will return the goods and the associated RMA (return merchandise authorisation) number: we ask you to print it out and insert it in the package. You can then choose the courier to whom you wish to entrust the return shipment. |
| Please note that both the easy return and standard return are not free of charge. If you opt for the Easy Return and use our DHL label, the shipping cost equals to - €19,00 for EU contries, 25 $ for US , 20 £ for UK and 30 CHF for Switzerland , will be deducted from your refund plus any additional customs fees | Please note that both the easy return and standard return are not free of charge. If you opt for the Easy Return and use our DHL label, the shipping cost equals to - €19,00 for EU contries, 25 $ for US , 20 £ for UK and 30 CHF for Switzerland , will be deducted from your refund plus any additional customs fees |
WHERE SHOULD I SEND MY RETURN IN THE CASE OF A STANDARD RETURN?
If you proceed with Standard Return, the products must be sent to the following address:
Betty Blue spa blocco 2 Via Turati, 6G 40057 – Quarto Inferiore di Granarolo dell’Emilia(BO) – Italia
* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration.This means that the goods must be accompanied by a pro forma invoice for returns.
Please download PROFORMA INVOICE
This is the pro forma invoice ONLY FOR USA PROFORMA INVOICE
The pro forma invoice must be correctly filled in and attached to the outer side of the box (never put it inside the box).
If you are returning an item from a non-EU country, please also communicate the return tracking number by sending an e-mail to our Customer Service [link].
This will facilitate the customs clearance process of your shipment.
Please note that returns from non-EU countries may take longer due to the customs clearance procedure.
The customs clearance procedure does not depend on Elisabetta Franchi: if your parcel is held up in customs, you can contact the courier in charge of the shipment for further updates.
We assure you that the timing of the customs clearance procedure will not affect your refund.
REFUND
As soon as your return is delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In the event of a positive outcome, we will send you an e-mail acknowledging receipt of the return and disposition of the refund.
The refund will be made within 14 days after receipt of the goods via the same payment method used to confirm the order.
Please also note that the technical time to obtain reimbursement depends on the internal procedures of your credit institution.
RETURN FOR FAULTY OR INCORRECT PRODUCT
Elisabetta Franchi is committed to providing quality products and services. If, for any reason, you should find any defects in the materials or workmanship of your purchased product, please contact our Customer Service who will be happy to assist you as soon as possible.
Please note that the guarantee does not cover damage caused by normal wear and tear of the shoes or any kind of incorrect maintenance of the product.