IMPORTANT: Due to the improvement of internal procedures, RETURNS will be processed with a slight delay - Please send an email to email@example.com and we will be glad to provide a response as soon as possible
Not happy with your order? No Problem!You have 14 days since the date when you receive the goods to return one or more items*
1. RETURN CONDITIONSThe right to withdrawal shall be properly exercised only if the following conditions apply:
- Items must not be used, worn, washed and/or damaged;
- Items must be returned in their original packages, with their tags and packaging;
- Items must be returned and shipped in one shipment;
ALL RETURNS WILL BE MANAGED WITHIN 15 BUSINESS DAYS
Return shipping costs are at customers' charge. NOHOW doesn't provide prepaid shipping labels.
To activate the return procedure, you can use our RETURNS MANAGER or one of our contact channels: firstname.lastname@example.org, by phone at +39 0759280108 or LIVE CHAT.
You just have to indicate your order number, which items you wish to return and which is your request, choosing between the 3 options at your disposal:
- Size replacement of the same items (a gift card will be automatically created in case of unavailability of the requested size)
- Gift Card (same value of the returned items);
- Refund on the payment method used for the purchase - PLEASE NOTE: In case of refund request, a gift card will be automatically created and, if not used, it will turn into a refund after 15 business days on the payment method chosen for the purchase.
REFUNDS WILL BE ISSUED ON THE PAYMENT METHOD USED FOR THE PURCHASE IN A MAXIMUM TIME OF 30 BUSINESS DAYS.
Once we receive your return, we will process it within 15 business days. A gift card will be automatically created and this will turn into monetary refund within further 15 business days if not used.
PLEASE NOTE: No automatic emails will be sent upon return receipt. - Shipping costs are excluded from refunds.
Once you have completed the procedure and selected one of the previous options, you can proceed to ship the items to our address:
Via Giacomo Pantaleoni, 11
06132 Perugia (PG)
Customers will be responsible for the return package and its content until it arrives to our warehouse. NOHOW won't be responsible for damaged or lost packages shipped from customers chosen couriers.
2. CUSTOMS BLOCKS AND IMPORT TAXES
Shipments from EXTRA EU Countries and from the rest of the world may be delayed due to Customs blocks in entrance. We suggest you to obtain a tracking number from your courier to track your shipment.
NOHOW is not responsible in any case for Customs blocks as the are regulated directly from the Customs Offices.
Should your return package be blocked at Customs in entrance, the Customs office will contact us to claim the necessary paperwork to unlock the shipment. The entire process may take up to 60 days.
NOHOW cannot speed up the process or contact the Customs office in any case.
If some Import taxes are applied to your return package, you'll be charged of 1/3 of the total amount which will be deducted from your refund or gift card amount. NOHOW will pay for the remaining 2/3 of the amount.
3. DAMAGED / FAULTY / WRONG ITEMS
In the event of receiving a faulty/wrong item, please contact our Customer Care within 3 days since when you receive the goods. In this case, we will arrange a pick up service with a courier at our expenses, provided verification with our Quality Dept. Please note that if you decide to pay for the return yourself, we won't be able to refund these costs.
(For claims made over the 3 days and within the 14 days period since receipt of the goods, the above conditions apply with return at customer's charge).
NOHOW reserves the right not to accept items from the same order which are returned and shipped in different moments. In the event the return does not comply with conditions at point 1, the return may be rejected and sent back at sender's charge.
4. INCOMPLETE ORDER / DAMAGED PACKAGE
In the event of receiving a package which is visibly damaged or not in optimal conditions, we suggest to ACCEPT WITH RESERVE or REFUSE the package upon delivery and contact Customer Care immediately.
In case the package is damaged or if you received the order with one or more missing items, please take some pictures and send them to email@example.com to show the conditions of the box upon delivery, doing so we could forward a claim to the courier.
5. PICK UP SERVICES (paid service)
NOHOW offers the chance to purchase a domestic pick up service. To take advantage of this service, customers have to pay the amount corresponding to their area using Paypal and send the payment to firstname.lastname@example.org. Please contact Customer Care for further details.
6. *NON-RETURNABLE AND NON-REFUNDABLE ITEMS
- Gift Cards (carte regalo);
- Cosmetics/ Haircare and Grooming Products
- Gift Wrapping;
Only partial refunds / gift cards are granted in the following cases:
- If the returned items are NOT in the original conditions, damaged or with missing parts for any reason not depending from our willingness (i.e. SHOES BOX DAMAGED, MISSING TAGS - In this cases a penalty of € 10,00 may be applied).
- If the order is returned over the 14 days period since the date of receipt;
FOR ANY ASSISTANCE, DO NOT HESITATE TO CONTACT US: email@example.com or by phone (+39) 075 928 01 08 or LIVE CHAT.