Guarantees

All products sold by Wooliweiss S.r.l. are covered by statutory guarantee for non-compliance faults, as per articles 128-135 of Legislative Decree no. 206/2005, to be reported within 10 days of their discovery. In order to benefit from assistance under this guarantee, Customer must keep the documentation accompanying goods on delivery. Non-substantial variations in form, size, colour – inevitable and typical of glass-work, and indicative of hand-crafted products – shall not be considered a fault or non-compliance.

Right of withdrawal

is subject to the following terms (Art. 67 of Consumer Code): private (non VAT-registered) Customer may exercise this right as per the applicable Laws.

How and when to get a refund for broken items

In case of broken items, Customer must send an e-mail to Wooliweiss S.r.l. to the [email protected] and [email protected], within 5 working days from the goods’ delivery date. The customer should advise immediately with pictures taken during unpacking, in order to prove that products got broken during shipping .The word “BROKEN ITEMS” must be indicated in the subject field, and the text must include the purchase order number shown in the order confirmation e-mail and in the invoice accompanying the goods.

Once established that broken items were due to transport, the client can decide either to be refund or to receive a substitution to the broken pieces.

In case of substitution, costs of goods and shipping are at Wooliweiss S.r.l. charge.

RETURNS & REFUNDS

If you change your mind about your purchase, you can safely return it within 14 days of the item being delivered to you.
The return process is straightforward: just contact  us by e-mail [email protected] and [email protected],  we will guide and assist you step by step. Once the return process has been explained, you will have to contact the courier to schedule the pickup of the merchandise you are returning.
Please remember that we can not accept returns on products that have been customized especially for you. You can ship the product back in its original packaging, with a courier of your choice. The return shipping and import duties back to Italy (if any) will be sustained by the customer.

Once the products reach our warehouse and are confirmed to be in the same state they were initially shipped, we will issue a refund within 10 business days

State of goods

Products must be returned in pristine conditions (free from signs of use, abrasion, laceration, scratching, deformation, etc.), complete with all their parts and accessories, on pain of the return being refused, in the original packaging. Goods must be shipped by insured parcel, post-paid; parcels shipped COD or post-unpaid will not be accepted by Wooliweiss srl.

Returns will be accepted within 3 working days from date of delivery of the parcel to our warehouse.

Refund

After accepting the returned good and verifying its pristine conditions (and presence of tag and seal, where applicable), Wooliweiss S.r.l. will arrange with its bank to proceed with the reimbursement, sending Customer an e-mail confirmation. If payment was made by credit card, Wooliweiss s.r.l. ‘s reference bank will settle the reimbursement within 10 working days from the date on Wooliweiss s.r.l . receives the returned good. The time necessary for reimbursement to show up on Customer’s bank account will depend on the credit-card issuing institution. For payments made by PayPal reimbursement is normally visible within 24 hours from the date on which Wooliweiss s.r.l.. receives the return.

Frequently Asked Questions

What can I return?

you may return products, in pristine conditions and with original packaging, within 14 days from its receiving .

During the holidays, items shipped by Wooliweiss S.r.l., between November 1st and December 31st can be returned until January 31st.

When will I get my refund?

Usually in about 10 working days (deducting shipping costs and Italian custom duty).

How and when to get a refund for broken items

In case of broken items, Customer must send an e-mail to Wooliweiss S.r.l. to the [email protected] and [email protected], within 5 working days from the goods’ delivery date. The customer should advise immediately with pictures taken during unpacking, in order to prove that products got broken during shipping .The word “BROKEN ITEMS” must be indicated in the subject field, and the text must include the purchase order number shown in the order confirmation e-mail and in the invoice accompanying the goods.

Once established that broken items were due to transport, the client can decide either to be refund or to receive a substitution to the broken pieces.

In case of substitution, costs of goods and shipping are at Wooliweiss S.r.l. charge.

Return Items You Ordered

Depending on the item’s eligibility, you’ll be able to choose one of the following options:

• Refund
• Repair
• Exchange

Note: Not all options will be available for all items. By filling up the form we will evaluate your request.
After you’ve completed the steps above:

• Prepare your package for return. 
  Pack your item securely, inserting any paperwork that was included when you requested your return from the Online Returns Center. If you don’t have the original product packaging, use a sturdy box and include padding such as packing bubbles or newspaper. Attach your return label to the package.
  Important: If you need to return multiple orders, please don’t consolidate returns. Return orders individually, using a separate return label for each order.