Terms of service

CUSTOMER SERVICE

Welcome to Outfit Italia Customer Support.

In this section, you’ll find information regarding orders, deliveries, returns, and frequently asked questions.

If you can’t find what you’re looking for or have specific questions, please email us at:
customerservice@outfititalia.it

ONLINE SHOPPING

You can contact our Customer Service at:
+39 081 8210134 (Monday to Friday: 08:30 AM - 1:00 PM / 2:30 PM - 6:00 PM)
or send us an email at: customerservice@outfititalia.it

SHIPPING

What are the shipping costs?

Italy – Free
Austria – €6
Belgium, Germany, Luxembourg, Netherlands – €6.50
Denmark, France, Czech Republic, Slovakia, Spain – €7
Poland, Romania, Sweden, Balearic Islands – €8
Estonia, Latvia, Lithuania, Slovenia, Hungary – €8.50
Croatia, Ireland, United Kingdom (UK) – €9
Bulgaria, Finland, Portugal – €9.50
Greece – €11.50
Corsica – €15.50
Switzerland – €18
Azores, Madeira – €22.50

How long will it take to receive my order?

Orders are dispatched within 24 hours of confirmation. Delivery times are:

Italy: 24-48 hours
International: from 72 hours

Please note that during sales periods, delivery times may be extended.

RETURNS

How can I return an item?

Returning an item is simple! Inside your package, you will find a return label and instructions. You can either:

Contact the courier to arrange pickup, or
Drop off the package at the nearest post office.

The first return for new customers is free with BARTOLINI and KIPOINT couriers.

How much time do I have to return an item?

You have 14 days from the shipping confirmation date to return an item.

Do I need to register to make a return?

No, registration is not required. Your package includes instructions and a return label that you need to attach to the package. Then, arrange a pickup with the courier or drop off the package at the post office.

How and when will I be refunded?

Once your return has been received and checked at our warehouse, we will process the refund to the same payment method used for purchase. Refunds are typically issued within 7-14 business days, depending on your bank.

Note: To.Do S.r.l. Unipersonale reserves the right to reject returns that do not comply with our policies.

TRACK YOUR ORDER

How can I track my order?

All orders are shipped with trackable delivery services. Once your package has been dispatched, you will receive a confirmation email with a tracking link.

Deliveries are made Monday to Friday (excluding public holidays) between 08:00 AM - 6:00 PM and require a signature upon delivery. If no one is available to receive the package, the courier will leave a missed delivery notice.

You can reschedule the delivery through the courier’s website or collect the package from the nearest post office. If delivery is unsuccessful, the package will be returned to our warehouse.

I received the wrong product. What should I do?

If you received an incorrect item, please contact our customer service. We will guide you through the return process and issue a refund once we receive the item.

If the correct item is still available, you can place a new order.

I received a defective product. How should I proceed?

We sincerely apologize for the inconvenience!

Please contact our customer service as soon as you notice the defect and provide the following details:

Order number
Product code and color
Description of the defect

One of our team members will assist you promptly.

An item is missing from my order

If an item is missing from your order, please contact customer service with:

Order number
Product code, color, and size of the missing item

Our team will work to resolve the issue as soon as possible.

ORDER MODIFICATIONS & CANCELLATIONS

Can I modify an order?

Unfortunately, once an order is confirmed, it is not possible to modify or add items. However, you may be able to cancel the order and place a new one.

Please contact customer service for further details.

Can I cancel an order?

If your order has not yet been processed, you may be able to cancel it. Contact our customer service for order status updates.

I forgot to enter a coupon code, but I already confirmed my order

Once an order is confirmed, promo codes and coupons cannot be applied retroactively. However, you can use the coupon for your next purchase!

Can I request an invoice?

Yes, simply select the invoice option at checkout to ensure it is processed correctly.

PAYMENT OPTIONS

What payment methods do you accept?

At Outfit Italia, you can pay securely with:
Visa, American Express, Mastercard
PayPal

Once your payment is authorized, you will receive an order confirmation email. The amount will be deducted from your account, and your items will be shipped to the address provided.

Note: Some banks may require additional authentication, such as Verified by Visa or Mastercard Secure Code.

If we are unable to process the payment, your order will be automatically canceled.

If an item is out of stock, the amount will be refunded to your original payment method within 24-48 hours.

Is registration required to place an order?

No, registration is not required. You can check out as a guest by entering your contact details.

However, we recommend creating an account to track your order more easily.

How do I register on the website?

Registering is quick and easy! Click [here] to sign up.

I forgot my password. How do I reset it?

Click on "Forgot your password?", enter your email, and you will receive a new password. After logging in, we recommend changing it to something more memorable.

FREQUENTLY ASKED QUESTIONS (FAQ)

Has my order been shipped?

If your order status is "Processing", it has not yet been shipped.

You can find the estimated delivery date in your confirmation email. Once shipped, you will receive a tracking link.

How can I track my shipment?

Once your order has been dispatched, you will receive an email from the courier with a tracking number.

MY ORDER HASN’T ARRIVED YET

The estimated delivery date has passed, but your order hasn't arrived yet? Before contacting us, please ensure you have:

– Tracked the progress of your package using the link sent to you in the shipping confirmation email. – If you're a registered user, log in and check that the delivery address and your contact information are correct. In particular, ensure that the name on the intercom (if different from your own) is included in the delivery address. – Checked if the courier left a delivery attempt notice. Your order might be at the depot, ready for pickup, or the courier might be waiting to contact you to rearrange the delivery. – Asked your neighbors if they picked up the package on your behalf.

If you still haven’t located your package, please contact our customer service. We’ll do our best to assist you.

CAN I MODIFY AN ORDER?

We’re sorry, but it’s not possible to add or modify items in your order once it has been placed. However, you may still be able to cancel the order and place a new one. Please contact our customer service for further assistance.

CAN I CANCEL AN ORDER?

If your order has not yet been processed, you can cancel it. You can check the status of your order directly from your profile, or contact our customer service for more details.

I FORGOT TO APPLY A COUPON AND ALREADY CONFIRMED MY ORDER.

Coupons or promotional codes must be entered before completing and confirming the order, specifically during the order summary phase. Once the order has been placed and confirmed, it’s unfortunately no longer possible to apply any coupons or promo codes. You can, however, use them on your next purchase!

I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?

If you’ve received an item different from what you ordered, please contact our customer service. They’ll provide you with all the necessary instructions to return the item. We will refund you once the item is received in our warehouse. If you still wish to receive the ordered item and it is available, you can place a new order.

I RECEIVED A DEFECTIVE PRODUCT. HOW SHOULD I PROCEED?

We apologize for any inconvenience caused! If you’ve received a defective product, please contact our customer service immediately upon discovering the issue, so we can resolve the problem as quickly as possible.

Please provide as many details as possible, including:

Order number
Product code and color
Description of the defect

A member of our team will find a solution and respond to your request as soon as possible.

AN ITEM IS MISSING FROM MY ORDER.

If an item is missing from your order, please contact our customer service by email or phone if you prefer. Please provide:

Order number
Product code, color, and size of the missing item

A member of our team will assist you in resolving the issue.

CAN I ADD A PROMOTIONAL CODE TO MY ORDER AFTER IT’S BEEN CONFIRMED?

If you have a coupon or promotional code, please note that it must be entered before completing your order, during the order summary stage. Once the order has been confirmed, it’s unfortunately no longer possible to apply any promo codes. However, you can use it on your next purchase!

CAN I USE MORE THAN ONE PROMOTIONAL CODE?

Please note that only one promotional code can be applied to each order. If you enter multiple codes, only the last one entered will be applied, and all previous ones will be automatically removed.

CAN I CHANGE MY SHIPPING ADDRESS?

If your order has already been processed, you can contact the courier directly to request an address change. Please note that delivery times may vary due to the address modification.

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

No, you can place an order as a guest. However, we recommend creating a personal account to enjoy several benefits, such as:

Saving your personal details
Accessing your order history and tracking orders
Creating and sharing your Wishlist
Completing your purchases faster

I CAN’T ACCESS MY ACCOUNT. WHAT SHOULD I DO?

If you're having trouble accessing your account, please verify that the email and password you’re using are the ones you selected during registration. If you’ve forgotten your password, click the “Forgot Password?” link and enter your email address. We’ll send you a new password right away. Once you log in, we recommend changing it to one of your preference.

I DIDN’T RECEIVE A REGISTRATION CONFIRMATION EMAIL. WHAT SHOULD I DO?

Have you checked your spam or junk folder? If you didn’t receive the confirmation email, we recommend checking again. Alternatively, please verify that the email address provided is correct.

ARE THE COLORS OF THE PRODUCTS SHOWN IN THE PHOTOS ACCURATE?

We do everything we can to accurately display the features of our products, including composition and colors. The colors you see depend on the system used on your computer. Unfortunately, we cannot guarantee that your monitor will display the colors exactly as they appear.

IS THERE A SIZE GUIDE AVAILABLE?

To understand the fit of the items, you can refer to the size guide available on all product pages. The measurements provided on Outfit Italia are approximate values to help you understand the fit and size of the specific item. They do not represent a guarantee of the actual size of the products you will receive. Actual measurements may vary slightly depending on the material used for production.

GENERAL SALES TERMS AND CONDITIONS

OBJECT

1.1 These General Online Sales Terms and Conditions (hereinafter "GTC") govern the contract (hereinafter "CONTRACT") for the sale of clothing and accessory products exclusively branded by Outfit Italia (hereinafter "PRODUCTS") offered by To.Do S.r.l. Unipersonale, located in Via Purgatorio 135 – 80047 San Giuseppe Vesuviano (Na) (hereinafter "Outfit Italia"), via its website www.outfititalia.com (hereinafter "SITE") to users of the SITE (hereinafter "CUSTOMER" or "CUSTOMERS").

1.2 In these GTC, the term CUSTOMER or CUSTOMERS refers to the “consumer” as defined by Article 3, paragraph 1, letter a) of Legislative Decree 6 September 2005, no. 206 (hereinafter "CODE"), i.e., "the natural person acting for purposes unrelated to their business or professional activity."

VALIDITY AND MODIFICATION OF THE GTC

2.1 The GTC are available on the SITE for easy reading by the CUSTOMER before registration and before placing an order for PRODUCTS; they are deemed accepted when registering and submitting the order form, and can be stored on the CUSTOMER's computer and printed out.

2.2 The applicable GTC for the sale of PRODUCTS are those published on the SITE at the time of the order for the PRODUCTS. Therefore, the CUSTOMER must review the GTC each time they wish to make a purchase on the SITE.

2.3 The mere tolerance or lack of contestation by Outfit Italia of any non-compliance by the CUSTOMER with the GTC cannot be interpreted as tacit acceptance of such non-compliance or as a waiver of the agreed terms.

3. REGISTRATION AND PURCHASE PROCEDURE

3.1: The customer must register and follow the purchase process on the website to place an order.
3.2: Before confirming the order, the customer must review product details, price, delivery methods, and shipping costs, and correct any input errors.
3.3: Orders are subject to product availability. Outfit Italia will confirm availability via email.
3.4: If a product is unavailable, the customer will be notified and asked if they want to proceed with the available items.
3.5: The contract between the customer and Outfit Italia is governed by the order, shipping confirmation, CGV, and privacy policy.

4. RIGHTS AND OBLIGATIONS OF Outfit Italia

4.1: Outfit Italia ensures product delivery to the customer’s address as per the order details, but is not responsible for errors caused by incorrect order information or the customer’s unavailability.
4.2: In case of returns, only refunds will be processed for products returned due to legal rights of withdrawal or guarantees.

5. RIGHTS AND OBLIGATIONS OF THE CUSTOMER

5.1: The customer is responsible for providing accurate information during registration and must notify Outfit Italia of any changes.
5.2: By submitting an order, the customer declares they are an adult and have read and accepted the CGV and privacy policy.
5.3: After completing the purchase, the customer should save a copy of the order and CGV for reference.

6. USE OF THE SITE

6.1: Product details are presented on the site, but product images and colors may vary slightly due to different monitor settings.
6.2: Outfit Italia is not responsible for issues caused by the use of the site that are beyond its control.
6.3: Outfit Italia will provide support to resolve any issues and assist customers.

7. PRICES AND PAYMENTS

7.1: Product prices are those shown on the site at the time of the order and include VAT. Shipping costs will be added before finalizing the order.
7.2: Total costs, including product price and shipping, are charged to the customer when they make the payment.

8. DELIVERY OF PRODUCTS

8.1: Upon delivery, the customer must check that the products match the order and that the packaging is intact.
8.2: Any anomalies must be reported immediately to the delivery carrier and Outfit Italia.

9. RIGHT OF WITHDRAWAL

9.1: The customer can withdraw from the contract within 14 days from receiving the product, provided the items are unused, undamaged, and in original packaging.
9.2: Returns must be made in a single shipment.
9.3: To exercise the right of withdrawal, the customer must send an email to customer service, detailing the products to be returned and the reason for withdrawal.
9.4: Outfit Italia reserves the right not to accept returns without tags or if the products are damaged.
9.5: If the withdrawal is properly executed, Outfit Italia will refund the customer for the product and shipping costs.
9.6: Cash-on-delivery returns are not accepted.

10. RETURNS DUE TO DEFECTS OR NON-CONFORMITIES

10.1: Outfit Italia provides a legal warranty for product conformity. The warranty applies if the product was used correctly.
10.2: If a product is defective, the customer must report the issue by email, providing order and product details.
10.3: Outfit Italia will provide instructions for returning defective products and will cover return shipping costs.
10.4: Products must be returned with tags, labels, and in their original packaging. Damaged or altered items will not be accepted.
10.5: Upon receiving the returned defective products, Outfit Italia will verify the defects and either replace the item or issue a refund.
10.6: Return shipping costs for defective products will be covered by Outfit Italia.

11. PERSONAL DATA PROTECTION

11.1: Outfit Italia ensures personal data is processed lawfully, in accordance with privacy laws, as stated in their privacy policy.
11.2: Customers can contact customer service for any inquiries related to data processing.

12. COMMUNICATIONS

Customers can contact Outfit Italia for assistance or complaints via email at customerservice@outfititalia.it.

13. APPLICABLE LAW AND JURISDICTION

The terms and conditions are governed by Italian law, specifically the Consumer Code and legislation on e-commerce.

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