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Returns

CAN ONLINE PURCHASES BE EXCHANGED?

No, it is not possible to exchange items purchased from GAP-ITALIA.IT. However, you can return your purchase by activating a return procedure, and obtain a refund at no additional cost.

CAN I CANCEL MY ORDER ONLINE?

Registered users.
If you purchased an item from your account, you can request to return it by accessing your personal area on stefanel.com, in the ""Orders"" section. Once you have identified the ordered item you want to return, click on the ""Start Return"" button to view the order summary and then click on ""Return"".

Non-registered users. Access your order history from the link you find in the order confirmation email you received when you made your purchase, or from the ""Follow your Order/Return"" page by entering the order number, email and postal code used at the time of purchase.

Select the orders and products you wish to return and follow the instructions.

Preparing the package for return shipment.
After completing the return request, prepare your items for shipping by affixing the pre-paid, printed label to the original box (or another, equally sturdy package) so as to cover the original shipping label. Before delivering the package to the courier, make sure that you included all of the items you wish to return: all your returns must be included in a single shipment. We cannot accept items belonging to different orders. The last step is to contact SDA to book the pick-up of the package. You can book the pick-up free of charge by calling the toll free number 800223399.

SDA toll-free number: 800 223399. The Stefanel client code to provide to the operator is: 845534.

Go to www.sda.it
Click on the ""Book a pick-up"" button and accept the privacy policy to continue.
Enter the data of the sender, filling in all the mandatory fields (marked with an asterisk) and click on ""Next"" to continue.

Add the weight of your return in the mandatory field. You can find this information on the return label.
Click on “Next” to proceed. Also in this step you will have to type the number of the waybill found on the return label, and the Stefanel client code (845534).
Finally, select the desired pick-up date and confirm.
At the end of this procedure, you will receive a summary email from SDA.

As soon as we receive the package, we will check that your return was started from the stefanel.com portal within 30 days from delivery and that the package complies with what was stated.
If everything checks out, we will refund the amount according to the payment method you used.

HOW DO I MAKE A RETURN FOR AN ONLINE PURCHASE?

For all online orders on GAP-ITALIA.IT with standard delivery or using the “Click & Collect” service, you have a choice of 2 returns procedures:

In-store returns: go to a GAP store or selected OVS shops (see list) with the products you want to return and provide your order number. Returns will be checked in store. The amount paid will also be checked in store, net of any discounts and promotions applied to the order in question. After carrying out the above checks, we will refund you with the amount paid using the same payment method you chose at the time of purchase. This will redirect you to a page where you can select the products you want to return and confirm the procedure. Following your request to make a return, you will be sent an email which confirms that the procedure has been launched. To return your items, you must contact the courier SDA and arrange for collection of your parcel. Remember to specify to the operator that you wish the parcel to be collected, postage paid, stating that you already have the airway bill and providing an address for collection. The SDA customer code to provide, if requested, is the following: 845534. Before shipping, wrap the items to be returned using the original shipment packaging. Apply the returns label found inside the parcel.

As soon as we receive your parcel, we will check that your return has been activated correctly via the website GAP-ITALIA.it, within 30 working days from delivery of the items and after these have been checked for conformity. If the checks prove positive, we will refund the amount according to the payment method used.

HOW MAY DAYS DO I HAVE TO RETURN AN ITEM?

You have up to 30 days from delivery to return your order online.

CAN I TRACK THE STATUS OF MY RETURN?

When your request for a return is accepted, you will be sent confirmation via email. You can check the status of your returns in the “My Orders” section of your personal area, if your made your purchases online as a registered user. If you ordered as a guest, you can monitor the status of your return on this web page: https://gap-italia.it/en/tracking

HOW IS MY REFUND PAID?

Refunds on returned items are only paid after all the checks have been carried out on the returned order and the items are deemed satisfactory. These checks monitor the time when the return was requested, which must be no longer than 30 working days from receipt of the parcel, and the conformity of the order. Once these checks have been completed, you will receive an email confirming acceptance of the returns. Refund method for orders paid for online by credit card, the refund will be made to your credit card account for the value of the returned items. You will be able to view the refund on your account or card about 5-10 working days from receipt of the email confirming the acceptance of the return. For orders made to be paid for Cash on Delivery (COD), the refund will be made by bank transfer. When making your purchase, you can enter your bank details in the space provided, which will then be used should you wish to return any products from your order. Alternatively, you can provide your bank details when you book your return online, entering them in the order tracking area. The refund via bank transfer will be paid no later than 10 working days from receipt of the returned item in our warehouse.

HOW ARE COUPON PURCHASES REFUNDED?

If you used a coupon or discount code with your purchase, this amount will not be refunded. The refund will consist of the difference between the purchase value and the amount of the discount applied.

RETURNING AN ORDER PAID FOR COD IN STORE

Alternatively, you can return your item to GAP store. Conformity of the products you intend to return will be checked, as will the amount effectively paid by you, net of discounts and promotions applied to the order in question. On completion of the till transaction, you will receive a confirmation email that your return has been accepted. You will also receive an email asking you to enter your IBAN number in the order tracking area. Once your bank details have been entered, the refund will be paid within 10 working days.