How can I request a return?Updated 3 months ago
Start the return process by clicking here. The link will open a new tab: follow the instructions below.
Once you open the link, you will be on this page:
Here you must write:
- The order numer (without #SU-) in the first box;
- The e-mail linked to the order or the postal code of the shipping address in the second box;
You can find your order number:
- In the e-mail you received as order confirmation;
- In your profile, under Your orders.
Now fill in the return forms by following the instructions below:
CHOOSE ITEM: at this stage select the items you wish to return and the reason why; if your order contains several items and you need to make a new return, use the create button.
RESOLVE: here choose the desired refund method; curenty only "refund on original payment method" is available.
SHIP: now choose the shipment method for your return:
• Ship with a returns label: we will send you a prepaid DHL label;
• Ship with any carrier of your choice: in this case you pay for the shipment;
• Return to a retail store: you can take you return to one of the group's shops;
** See also How can I ship my return? for more information.
REVIEW: make sure that all the information provided is correct and click SEND.
Warning: the choice of shipping mode is irrevocable; it is not possibile, once confirmed, to change it.
We will send you an update notification for each status of your return:
Confirmation of the receipt of the return request;
Confirmation of accepted return that comes with instructions and documents;
Don't worry if you don't receve the accepted return confirmation immediately: this task may take up to 24 hours - excluding Saturdays, Sundays and public holidays.
Confirmation of the receipt of the return at our warehouse;
Confirmation of refund made.
See also: How much does the return costs?
See also: How can I ship my return?
If you need further assistance please check the Other questions or Contact us