Returns and Claims
How can I contact you for assistance on products?
If you have any doubts or need assistance with the products purchased, please contact our customer service at firstname.lastname@example.org. If you wish a phone contact, please specify it in your email by providing your contact number: we will call you as soon as possible.
How can I make a return or exchange and how long will it take?
If you are not satisfied with your order, you may want to return one or more items. If you have changed your mind on an item or intend to replace it with a different one (if available in stock), the return will be at your expense and you will have to proceed with a new order. The items you wish to return must be in original condition, properly packaged and packed. For the shipment, use the same cardboard box in which you received your order. In the case of a defective product, you can replace it with the same item, if available in stock, or ask for a refund. Contact our customer service at email@example.com within 14 days from the date of delivery of the order. We will arrange the pick up with our courier and provide you with all the information. In this case, OltreLuce will refund you the cost of the item and will take care of the shipping costs. Both in the case of voluntary return and return of a defective product, please remember to include a copy of the shipping document in the parcel, which will be emailed to you by our Customer Service and on which you will need to highlight the returned products and the reason for the return.
How does the reimbursement take place?
Returning one or more products will lead to a full refund of the item(s) cost, excluding shipping charges to our warehouse. Only in case of a defective product, OltreLuce will be responsible for all shipping charges. Reimbursements will be made through a refund based on the payment method you used for the purchase. We will refund you upon the arrival of the parcel at our warehouse.
All products not available in our warehouse, but ordered by the manufacturer, cannot be returned. If the customer has doubts about the liking of the products he intends to buy, he can check (before purchasing) their availability by sending us an email or by calling our customer service.