Refund policy

We aim to offer a smooth and transparent shopping experience.
If you need to request a return, please follow the instructions below carefully.

🔁 How to Request a Return

To start a return request, contact us by email at info.vittoriadorabile@gmail.com within 14 days from the delivery date, using the subject line:

“Return Request – [Order Number]”

Your email must include:

  • Your order number

  • The reason for the return

  • Photos:
    • the complete product with all accessories and original packaging (if the packaging was opened)
    • the external shipping packaging

Once your request is reviewed, we will send you:

  • The return form to complete

  • The correct return shipping address

📦 The return address provided will depend on the customer’s location:

  • Orders from within the European Union → EU return address

  • Orders from outside the European Union → non-EU return address

This ensures faster and more cost-effective returns for all customers.

Return shipping costs are the customer’s responsibility.
A tracking link must be provided within 24 hours after the return has been shipped.

Items sent without prior authorization cannot be accepted.
Parcels sent to the wrong address or without approval will not be eligible for a refund.

Any customs duties, import taxes, or return fees for international shipments are the customer’s responsibility.

⚠️ Return Conditions

To be eligible for a return, items must be:

  • unused, unworn, and undamaged

  • clean and in perfect resellable condition

  • complete with all original accessories and components

  • returned in their original sealed packaging (if a seal was originally present)

  • shipped within the allowed timeframe

Items that do not meet these requirements, or that are missing accessories or components, cannot be refunded.

📝 Refunds are processed within 14 days after the returned product is received and inspected.

🚫 Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned once opened or worn.
This includes (but is not limited to):

  • Earfix adhesive patch

  • Earfix corrective earring

  • products designed for direct skin contact

  • personal care items

  • customized or personalized products

  • hazardous materials, flammable liquids, or gases

  • free gifts included in promotional bundles

🛠️ Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us immediately with clear photos.
We will evaluate the issue and provide a solution as quickly as possible.

🔄 Exchanges

If you wish to exchange an item, please submit a return request first.
Once the return is approved, you can place a new order for the desired product.

🎁 Returns from Orders with Promotions

If your order was placed using discounts, bundles, or promotional offers:

  • the refund will be calculated based on the actual price of the returned item

  • items kept by the customer will remain at their full list price

  • free gifts or promotional items cannot be returned or refunded individually