Satisfied or dissatisfied, you can always count on us.
In order to provide the best online and in-store shopping experience, Nicole design store offers a simple, direct and compliant service to manage your returns/withdrawals/cancellations. Below you will find all the information.
Withdrawal or cancellation of the order
We speak of withdrawal from the purchase contract when the customer decides to withdraw without having tested the quality of the product purchased. All cancellation requests that occur in the time space between the order and the delivery of the package to the courier are included in the case of withdrawal.
If you place an order and decide to cancel it when the order is NOT has yet been indicated as "PREPARATION IN PROGRESS" a message via any of the through our channels in order to obtain an immediate cancellation with a consequent total refund of any amounts paid during the confirmation phase ("possibly" is linked to the payment by bank transfer, as you may not have made it yet at the time of the cancellation request, while for cards, prepaid and paypal is always worth the refund).
Why is it easy? Simply send us an email to nicoledesign@me.com indicating your Name, Surname and order number to validate your request for withdrawal.
Why is it free? Because you will be refunded the total of the transaction, net of any collection commissions or logistics costs already incurred by us, and there are no additional administration costs.< /p>
When is it not foreseen? In the event of an order placed as a professional customer with a VAT number, there is no possibility of withdrawal. In the event of an order placed as a consumer or professional customer with a VAT number who has requested product customization, there is no possibility of withdrawal.
To withdraw from an order that has already been shipped but not yet delivered, you must refer to the section dedicated to shipments.
Return or Exchange
On the other hand, we speak of a return when the need to return/exchange the goods occurs after the parcel has been entrusted to the courier. For goods damaged during delivery, please visit the dedicated "Shipping and Delivery" section.
If you place an order and decide to cancel it between the status of "DELIVERY IN PROGRESS" and "DELIVERED" you can check the compliance of the goods and conditions here listed below and obtain the service to which you are entitled.
RETURN/EXCHANGE of defective/non-compliant/incorrect goods:
- If the goods you received turns out to be non-compliant or incorrect, you will have 14 days from delivery to notify us and we will take care of the rest.
- If the goods you received turn out to be defective, you will have 14 days from the delivery date to request a return or exchange and 24 months to request warranty assistance (for all products with mechanical/electronic parts covered by this guarantee).
- If the order is damaged upon delivery, please visit the "Shipping and Delivery" section.
The return/exchange for defective/non-conforming/incorrect goods is always accepted. Once the product has been returned via our waybill, you will receive a full refund of the value of the returned goods on the same payment method with which you made the same during the purchase phase or the replacement of the product, according to your preferences. You can also decide to request the sending of a gift card of the same value with no expiration date.
RETURN/EXCHANGE of goods for other reasons/unjustified:
In case you change your mind about the product you have purchased, you have 14 days to let us know and once the return has been accepted, we will wait for the return of the goods to be able to send you a full refund of the value of the returned goods. You can also decide to request the sending of a gift card of the same value with no expiration date.
Why is it easy? Just send us an email to nicoledesign@me.com indicating your Name, Surname and order number and some information on the situation to validate the return request.
Why is it free? Because the total will be refunded to your the transaction relating to the returned product(s) and there are no additional administration fees. Shipping fees are always at customer cost.
When is it not foreseen? In the event of an order placed as a professional customer with a VAT number, there is no possibility of return. In the event of an order placed as a consumer or professional customer with a VAT number who has requested product customization, there is no possibility of return.
Conformity of the returned goods:
Whether we are talking about a return due to a defect or a return for other/unjustified reasons, the goods must meet the following criteria in order to be accepted:
- For all products, the need to return the product with intact packaging (even open) and complete with plastic packaging, manuals, cables, cords, adapters, batteries and any furnishings originally contained in the same.
- In the case of consumable products (cartridges, films, soaps, of cosmetics, record player needles, perfumes, batteries and similar) the relative package must be sealed and returned in the same condition in which it was received.
- For products whose hygienic characteristics must be guaranteed as containers for foods, the package must be sealed and never opened.
- In caso of products with a unique adhesive serial number, it is necessary that this adhesive has not been removed, moved or modified.
- For customized products in any form (engraving, printing, etc...) and for all situations in which the customer requests a permanent modification of the product, there is no possibility of returning the product, while continuing to apply the legal guarantee on the product, if provided.
- Products for which a test is required (even in the field) in order to be able to test their quality can be returned as long as this test has not caused even minor aesthetic damage to the product itself, which must not have been exposed to elements such as water, dust, sand.
Refund calculation:
The refund on the goods is made on the total of the returned goods, net of any promotions or discount coupons applied, net of additional services (delivery to the floor, POD service, customization, etc...) and net of any commissions applied to the collection of the transaction or to the opening of the installment procedure without interest. Specifically:
For Bank Transfer: the total amount originally paid will be refunded and, only for orders processed, shipped or delivered, net of shipping costs or additional services requested.
For Satispay: the total amount originally paid will be refunded and, only for orders processed, shipped or delivered, net of shipping costs or additional services requested.
For Credit or Debit Card (PayPlug method): the total amount originally paid will be refunded, only for orders processed, shipped or delivered, net of shipping costs or additional services requested.
For PayPal: the total amount originally paid will be refunded, only for orders already in preparation, net of transaction fees, equal to 3.4%, and, only for orders already shipped or delivered , net of shipping costs or additional services requested.
For SplittyPay or StepPay (payment by installments) : the total amount originally paid will be refunded, net of credit line start-up commissions, equal to 4%, and , only for orders already shipped or delivered, net of shipping costs or additional services requested.
What is meant by "defective goods"?
Defective goods and goods that have production defects, either aesthetically or functionally, or both. In handcrafted products, minimal irregularities are not considered defects (example: crooked letter in the mold of a bar of soap).
What is meant by "non-compliant"?
Non-compliant goods are those goods that present characteristics in the description of the site that are not present in the product actually received. For example, if you order a turntable that includes bluetooth, but receive a turntable that does not have this function, you can request a return or exchange of the product for a compliant one (at our expense).