ORDERS

Question DETAILS
AnswerHOW CAN I PLACE AN ORDER?

Shopping at our online store is really simple: if you already know what you are looking for, use the specific category links.
Once you’ve found the piece you want to order, select the size and colour and click on the ‘ADD TO CART’ button below. You can view the selected items by clicking on the ‘BAG’ at the top of the page.
You can remove products from your shopping bag if you change your mind. Complete your order by clicking on ‘CHECKOUT’.

THIS IS MY FIRST PURCHASE FROM THIS ONLINE STORE. WHAT DO I NEED TO KNOW?

For security purposes, first-time orders can only be sent to the cardholder’s billing address or to the address of a company that we will independently verify at a later date.
To avoid delays, please ensure that your billing address is the same as the one on your card statements and that you have entered the cardholder’s name exactly as it appears on the card.
Furthermore, please ensure that you have entered your contact details correctly, so that we can contact you should it be necessary to do so.

I CAN’T PLACE AN ORDER. HOW CAN I FIX THIS?

Please find our suggestions for placing your order below:

  • Connect to the website with a different browser: we recommend using the latest version of Google Chrome or Mozilla Firefox;
  • Try to delete cookies from your browser or clear your cache;
  • Try to use an alternative payment method;
  • Check that your payment card is enabled for online purchases and keep the 3-D Secure code at hand.

If you still have problems placing your order, please contact our Customer Service department. We’ll be happy to help you!

DO I NEED TO CREATE AN ACCOUNT IN ORDER TO PLACE AN ORDER?

Setting up an account is not mandatory, but by doing so, you be able to enjoy the following benefits:

  • Track your order and review all your past purchases;
  • Request the Return Authorization Number directly from your account;
  • Access your Wishlist;
  • Be notified when new products are launched;
  • Save your address and credit card details to make the purchasing process faster;
  • Manage your account details and newsletter subscription.

WHAT IS A PRE-ORDER AND HOW DOES IT WORK?

You can pre-order a selection of items even before they become available.
All items of this type are identified with a ‘PRE-ORDER’ label that can be seen on the product page. You can purchase and will receive them at your preferred address as soon as we can proceed with delivery
In accordance with our zero-waste policy, we make products after receiving orders and try to ship all of them within a maximum of a few working days..
If you have a mixed order, i.e. it includes both already available items and pre-order items, it may be processed separately to ensure faster delivery.
To confirm the validity of your card, a 1 Euro payment may have to be authorised. This authorisation is not a charge: your credit card will only be charged upon delivery.

WHY HAS MY ORDER BEEN CANCELED?

If your order has been canceled, try to contact your bank to check that no security blocks have been placed on your credit card. Place a new order and make sure that the billing address, cardholder’s name and other account and card-related details are correct.

If the problem persists, please contact our Customer Service.

CAN I CANCEL OR CHANGE AN ORDER?

Once an order has been confirmed, we cannot guarantee that it can be canceled or any changes can be made. If you have already received your order and would like to return or change it, please refer to the Return Policy.

CAN I ADD PRODUCTS TO AN EXISTING ORDER?

It is not possible to change orders or add products to an existing order.

WHAT CAN I DO IF A PRODUCT IS NO LONGER AVAILABLE?

If the product in your size is no longer available, click on your size then enter your email address in the pop-up and click “send”: you will get a notification when it is available again.

WHAT SIZE SHOULD I CHOOSE?

Please refer to the size guide that you will find on the product page to help you choose the best size for your needs.
If you are not completely satisfied with the size you have ordered, you can return the product for free.

PAYMENT METHODS

Question DETAILS
AnswerQUALI SONO I METODI DI PAGAMENTO ACCETTATI?

Your order can be paid for using the following payment methods:

CREDIT CARD PAYPAL
CASH ON DELIVERY BANK TRANSFER

The accepted credit cards can be found below:

DINERS VISA
MASTERCARD AMERICAN EXPRESS JCB
DISCOVER MAESTRO

Please note that not all payment methods may be available when you make your purchase.

WHAT ARE THE TERMS AND CONDITIONS FOR PAYMENT WITH PAYPAL?

PayPal payments can be made in Australia, Austria, Belgium, Canada, the Czech Republic, Germany, Gibraltar, Iceland, New Zealand, Norway, Switzerland, the Ukraine, the United Kingdom, the United States, Vatican City, Denmark, Estonia, Spain, Finland, France, Greece, Hungary, Ireland, Italy, Luxembourg, Latvia, the Netherlands, Poland, Portugal, Sweden, Slovenia and Slovakia..

For refunds in the event of a return, please see ‘How soon will I receive a refund if I used PayPal to pay for my order?’.

WHAT ARE THE TERMS AND CONDITIONS FOR CASH ON DELIVERY?

Cash on delivery can only be used within the European Union and in Andorra, Liechtenstein, Monaco, Norway, San Marino, Switzerland, Vatican City and Japan. You must be able to pay the exact order amount when it is delivered. Checks are not accepted and the courier cannot provide change.

If you have chosen to pay cash on delivery, you must have a bank account in order to request a refund: with this payment method, refunds are only issued via bank transfer to your account.

Important information: the maximum threshold for cash on delivery is subject to limits in the following countries. Total order limits:

AUSTRIA, GERMANY

3,500.00€

BELGIUM

3,000.00€

SPAIN, PORTUGAL, FRANCE

1,000.00€

GREECE

499.00€

ITALY

999.00€

ROMANIA

10,000.00 RON

SWEDEN

3,000.00 SEK

DENMARK

20,000.00 DKK

SWITZERLAND

3,500.00 CHF

POLAND

15,000.00 PLN

UNITED KINGDOM

2,500.00 GBP

JAPAN

300.00 ¥

The costs for cash on delivery, for the countries for which it is available, are the following:

AUSTRIA, BELGIUM, BULGARIA, CZECH REPUBLIC, DENMARK, FRANCE, GERMANY,

GREECE, HUNGARY, IRELAND, ITALY, LITHUANIA, LUXEMBOURG, NETHERLANDS,

POLAND, PORTUGAL, ROMANIA, SLOVAKIA, SLOVENIA, SPAIN, SWEDEN

5€

ANDORRA, LIECHTENSTEIN, MONACO, NORWAY, SAN MARINO

10€

UNITED KINGDOM

For the refund in case of return, see ‘How soon will I receive a refund if I paid for my order upon delivery?’.

CAN I CHANGE THE CURRENCY?

The currency is preset according to the recipient’s country and cannot be changed.
The order will be charged in the currency used in the recipient’s country.
EUROPE EUR (€)
UNITED KINGDOM GBP (£)
GIBRALTAR
GUERNSEY (UK)
JERSEY (UK)
UNITED STATES USD ($)
CANADA
REST OF THE WORLD EUR (€)

If the credit card’s default currency is not the same as the local currency, the final price will be calculated based on the exchange rate applicable on the date that the credit card company processed the transaction.

SHIPPING AND DELIVERY

Question DETAILS
AnswerWHAT SHIPPING SERVICE WILL BE IN CHARGE OF THE SHIPMENT?

The shipment will be entrusted to DHL company, which is leader in fashion businesses and expert in safe door-to-door delivery of luxury products. DHL operates in all countries of the world, with fast and punctual staff who assist the customer throughout the transaction.
Express Service delivers from the first available working day (on national territory) up to a maximum of one week to all international destinations, except for force majeure.
The Customer will be able to track the shipment, according directly with DHL to receive the package at the time of day he prefers.

HOW MUCH DOES SHIPPING COST AND HOW LONG DOES IT TAKEE?

Shipping costs vary depending on the delivery mode and destination (please refer to the table below). You shipping costs will be automatically calculated at checkout.
Expected delivery times should be taken as a guide only. Moreover, we are not responsible for any delays caused by credit card authorisation processes in regard to the shipping date.

DO YOU DELIVER TO POST OFFICE BOXES OR USE FREIGHT FORWARDERS?

Please note that we are unable to deliver to post office mailbox addresses or addresses where hold mail requests have been made. We do not ship via freight forwarders.

IS MY SHIPMENT INSURED?

Yes, shipping is insured to feel you safe in case of physical damage or loss. Coverage is total.
Once the products have been delivered to the specified shipping address and whoever picked them up has signed, they are no longer covered by insurance.

WHAT HAPPENS IF I AM NOT AT HOME WHEN THE PARCEL IS DELIVERED?

The Customer will make direct arrangements with the courier regarding the delivery, establishing whether to collect it personally or whether to entrust the delivery to a delegated person.

CAN I SCHEDULE THE DELIVERY DATE AND TIME?

It is possible to make arrangements with the courier during delivery timing from Monday through Friday. The courier does not deliver the day before or on a public holiday.

CAN I CHANGE THE DELIVERY ADDRESS AFTER THE ORDER HAS ALREADY BEEN SHIPPED?

Once an order has been confirmed, we cannot guarantee that the shipping address can be changed.

TRACKING

Question DETTAGLI
AnswerHOW DO I TRACK THE STATUS OF MY ORDER?

Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked.

If the order was placed via your account, the status of your order can be checked by logging into your account and entering the ‘ORDERS’ section.

If the order was placed as a guest, the status of the order can still be viewed from the ‘TRACK MY ORDER’ section.

MY TRACKING NUMBER DOES NOT WORK OR DOES NOT EXIST. HOW CAN I TRACK MY ORDER?

If the tracking number does not work or is non-existent, please do not be alarmed as the process of transferring information from the courier to our systems can take up to a maximum of 24 hours to complete.

During this time, information regarding your order may be incomplete or the tracking number may be indicated as “non-existent”.

For this reason, we encourage that you check again after 24 hours have elapsed since you received your email with the tracking information. The information will be updated directly by the courier.

HOW LONG DOES A PACKAGE TAKE TO BE SHIPPED AFTER AN ORDER IS PLACED?

We aim to ship orders as soon as possible and usually within 2 working days.

The estimated delivery times are only a guide. We accept no responsibility for any delays due to customs clearance procedures at the destination country.

Once your order has been shipped, you will receive a confirmation email containing the tracking number so that the shipping progress of your order can be tracked.

RETURNS

Question DETTAGLI
AnswerARE RETURNS FREE?

Orders can be returned by using the same courier that delivered your order. Alternatively, you are also free to choose another courier of your choice.

The return shipping costs must be borne by you and these will not be reimbursed.

Please note that if a different courier is used, this may slow down the return process and the resulting refund.

COME POSSO FARE UN RESO?

You can return your order by requesting a return within 15 days from delivery by following these simple steps:

1. Request a Return Authorisation Number (RAN) in one of these two ways:

  • If you are a registered user: you can access the ‘ORDERS’ section in your account by clicking here. Find the order that contains the product or products that you would like to return and click on ‘RETURN PRODUCT’ and then follow the steps
  • If you are not registered: access the ‘RETURN AUTHORISATION’ section, found here.
  1. Fill out and sign the Return Proforma Invoice that was sent with your order. Place one inside the package together with the packaged items ready to be returned.

If you are in a extra-EU country, make 4 copies so that you have 5 invoices in total. Place one inside the package together with the packaged items ready to be returned. Give the other 4 to the courier when they pick up the return as they are required for customs clearance.

  1. Attach the returns label to the outside of the package. It will have been sent together with your order.
  1. Contact the courier within 15 days of creating the RAN to book the package collection, consulting the details in the How to book a return? section.

Each authorized garment must be returned in perfect condition, with box, hand-tags and other accessories as received from Allour Studio If any accessories will be missing, the swap will be charged of 10€ per garment.

You can consult our Return Policy at any time by clicking here.

WHAT IS A RAN? WHY DO I HAVE TO REQUEST ONE?

A RAN (Return Authorization Number) is a number that uniquely identifies your return and allows us to keep track of your package at all times, from the moment the courier collects it, until it arrives at the warehouse..

The RAN helps us to process the returned goods in a timely manner, thus allowing us to complete the refund procedures within normal processing times. Request your Return Authorization Number here.

I HAVE LOST THE RETURN LABEL. HOW CAN I OBTAIN ANOTHER COPY?

La Fattura Proforma di Reso ti è stata inviata assieme al tuo ordine. Qualora l’avessi persa, potrai scaricarne una copia cliccando qui.

HO SMARRITO L’ETICHETTA DI RESO. COME POSSO RECUPERARLA?

The return label was included in your order. If you have lost the return label, please contact our Customer Service. Please remember to provide the number of the order you wish to return.

CHOW CAN I BOOK FOR A RETURN TO BE COLLECTED?

Schedule for the return to be collected by following the courier booking methods indicated on your return label.

You can call your local DHL center. Alternatively, you can schedule for your package to be collected via their website.

WHERE IS MY RETURN?

To monitor the status of your return, enter the return label’s tracking number on the courier’s website.

Please note that the refund will be processed within 14 working days from the date your return was received in the warehouse. See also When will I receive my refund?.

CAN I MAKE AN EXCHANGE?

Products purchased from our online store cannot be exchanged. If you wish to exchange the purchased item, you can initiate a return and then proceed to place a new order.

REFUNDS

Question DETTAGLI
AnswerWHEN WILL I RECEIVE MY REFUND?

We will refund you within 14 working days from the date your return was received in our warehouse and we will notify you of this via email. If orders are canceled before they are shipped, the refund will be processed within 3 working days of the cancellation request being received.

If your order has been shipped to a destination within the European Union, all taxes (VAT) will be refunded. Outside the European Union,customs duties and taxes are not refundable. In any case, you may be able to recover the costs by contacting your local customs office directly. As this may not be available in all countries, we recommend that you use a customs broker if you wish to have duties refunded on the returned goods.

The money will be credited via the same method used for payment:

CREDIT CARD PAYMENTS
PAYPAL PAYMENTS
CASH ON DELIVERY
BANK TRANSFERS

Each authorized garment must be returned in perfect condition, with box, hand-tags and other accessories as received from Allour Studio. If any accessories will be missing, the swap will be charged of 10€ per garment.

HOW SOON WILL I RECEIVE A REFUND IF I USED A CREDIT CARD TO PAY FOR MY ORDER?

The refund will be made to the same credit card that was used to make the purchase; the time required for the refund varies depending on your bank.

HOW WILL I GET MY REFUND IF MY CREDIT CARD EXPIRED AFTER PURCHASE?

We are only authorised to refund to the credit card used for the original payment.

If the credit card you used for payment has expired or has been blocked, yet you have a new card issued by the same bank, the refund will still arrive on the account of your new credit card, even though the number is different.

If, however, you no longer have an account with that bank, please contact the bank directly to check the details of the outstanding refund. Generally, the bank issues a physical cheque to reimburse you for the full amount. We recommend that you provide the bank with a valid postal address, if required.

HOW SOON WILL I RECEIVE A REFUND IF I USED PAYPAL TO PAY FOR MY ORDER?

The refund will be visible in your PayPal account within 48 hours of receiving the refund confirmation e-mail..

HOW LONG WILL IT TAKE TO GET A REFUND IF I PAID FOR MY ORDER UPON DELIVERY?

The refund will be made via bank transfer to the current or postal account you gave; the time required varies depending on your bank.

I RECEIVED A FAULTY ITEM. WHAT SHOULD I DO?

Please contact our Customer Service. Fill out the form’s fields and include photos of the product for a quicker appraisal.

ACCOUNT

Question DETTAGLI
AnswerHOW DO I CREATE AN ACCOUNT?

To create an account, simply click here and follow the instructions.

Please note that you are not obliged to create an account; you can even make purchases without registering. However, an account allows you to safely, easily, and quickly place orders.

WHY SHOULD I CREATE AN ACCOUNT?

Creating an account allows you to take advantage of the following benefits:

  • Track your order and review all your past purchasesi;
  • Request the Return Authorization Number directly from your account;
  • Access your wishlist;
  • Be notified when new products are launched and be informed about special promotions and gift ideas;
  • Save your address and credit card details to make the purchasing process faster;
  • Manage your account details and newsletter subscription.

HOW DO I DELETE MY ACCOUNT?

If you would like to request for your account to be deleted, please contact our Customer Service. Please remember to indicate the email address and name used to create your account.

I FORGOT MY PASSWORD. HOW CAN I GET A NEW ONE?

If you’ve forgotten your password, you can recover it by following these steps:

  • Go to the Password Recovery section, by clicking here
  • Enter your email address
  • Click on ‘SEND’

You will receive an email with a new temporary password that you can change when you want, by following the simple instructions.

DEVO REGISTRARMI PER EFFETTUARE UN ORDINE?

Setting up an account is not mandatory, but by doing so, you be able to enjoy the following benefits:

  • Track your order and review all your past purchasesi;
  • Request the Return Authorization Number directly from your account;
  • Access your wishlist;
  • Be notified when new products are launched and be informed about special promotions and gift ideas;
  • Save your address and credit card details to make the purchasing process faster;
  • Manage your account details and newsletter subscription.

HOW CAN I SUBSCRIBE TO THE NEWSLETTER?

You can subscribe to our newsletters by entering your email address in the specific field at the bottom of the homepage and on the main pages of our online store.

HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?

If you no longer wish to receive our newsletter, you can unsubscribe at any time by clicking ‘UNSUBSCRIBE2 at the bottom of any of our previously-received newsletters.

Alternatively, you can unsubscribe from the newsletter via your online store account if you have one, by entering the ‘NEWSLETTER MANAGEMENT’ section. Once there, simply select the unsubscribe option.

WHAT IS THE WISHLIST?

Your ‘WISHLIST’ is a space on our site created specifically to save your favorite products, keep you updated about their availability, and allow you to also purchase them at any time.

HOW DO I CREATE A WISHLIST?

You must be registered and logged on to the site to create a Wishlist.

Once inside your Wishlist, click on the product image to view the page with specific product details. You can also add it to your shopping cart or remove it from the list.

You can add a product to your wishlist in one of these two ways:

  • If you are browsing a category, click on the heart-shaped Wishlist button that you will find on the product image
  • If you are on the product page, click on ‘ADD TO WISHLIST’

The product will be automatically added to your wishlist, which you can consult at any time in the Wishlist section of your account.

DOES MY PERSONAL INFORMATION REMAIN PRIVATE?

The security and privacy of your personal data is very important to us.

o learn more about how we process your data, please read our Privacy Policy.