All order requests are handled from Monday to Friday from 10:00 am to 6:00 pm.
The execution of the order is considered completed only after the registration of the payment of the order. Orders placed and processed cannot be modified, however, if the goods have not yet been shipped, a request for modification can be sent by e-mail to the Customer Care which reserves the right to decide the matter independently.
Alban Eiler S.r.l. reserves the right to refuse an order if Paypal is unable to receive a verification from the Customer's bank. Alban Eiler S.r.l. reserves the right to refuse orders or refuse to provide services to anyone at any time.

Products available shall generally be dispatched as quickly as possible.
Indicatively delivery terms are as follows:

- in Italy, within 3 working days of receipt by Alban Eiler S.r.l. of full payment with the exception of: Sicily, Calabria, Sardinia and disadvantaged areas for which a delivery time is foreseen within 5 working days from the order execution;

- In EU countries other than Italy, from 2 to 5 working days of receipt by Alban Eiler S.r.l. of full payment;

- Delivery in all other states from 3 to 6 working days of receipt by Alban Eiler S.r.l. of full payment;

Delivery shall be made from Monday to Friday during working hours, by specialized courier in specific packaging prepared by Alban Eiler S.r.l.. Delivery is made to the addressee specified by the Customer. The above delivery terms refer to products present in the warehouses and must be considered non-binding for Alban Eiler S.r.l..
Alban Eiler S.r.l. may therefore subsequently confirm or or alter said terms, according to their requirements.
Upon receipt of the Products, the addressee must ensure that the Products comply in quantity and description to those ordered. This is without prejudice to the fact that should the Products delivered differ from those ordered, the Customer may exercise his right to withdraw.
Clients are asked to inspect the box carefully before signing for the delivery.
If for any reason, the box looks tampered with, either sign for the package with reservations or refuse the package.
In the event, that the box has been signed for with an unauthorized signature or there is evidence that the package has been tampered, contact the courier.
If the package is not successfully delivered to the Client's address due to a lack of cooperation from the client (wrong telephone number, wrong address, absent at address, non-compliance with import regulations) as per the Alban Eiler S.r.l. commercial agreement, the package may risk being sent back to Italy at the Client's expense including any import fees that may be assessed upon re-entry to Italy. These fees will be deducted from any eventual reimbursement.

You have 14 days from receipt of your order to request a return.
The return is your right and it will always be accepted if you proceed with your request following these steps:

- We cannot substitute the items but onlyREFUND them, If you need substitutions please make a return and then please place a NEW order on the website.

- Our return policy only allows a refund of the returned items.

- You can make a single return request for each order.

- The shipment costs for the return will be on our charge only if the return is carried out in accordance with the following procedure.

- We will not accept returns sent by different process and different couriers.

To request your return, you can download and fill the form below and send it to the following email address: customercare@alban-eiler.com You will soon receive an answer with acceptance or refusal along with clear instructions for making the return.
No returns will be accepted unless previously authorized by Alban Eiler S.r.l. in written form. Items cannot be worn, washed or altered in any way. Each item must have all original tags, packaging and accessories received with the order.
The item must be returned with their original boxes, which are considered integral parts of the products and cannot be damaged and/or altered in any way. Customized items cannot be accepted for return.

In the table below we indicate the rules for the charge of transport in the most frequent cases of return and re-return. If in doubt it is advisable to contact Customer Care for further clarifications via email: customercare@alban-eiler.com

Reason for retur Return shipping cost to Alban Eiler S.r.l. Return shipping cost to customer
Non-compliant product Alban Eiler Alban Eiler
Product damaged immediately (DOA)* Alban Eiler Alban Eiler
Change size (within 14 days) Customer Alban Eiler
Right of withdrawal (within 14 days) Customer ----------
Change with another product Customer Customer

*Product damaged immediately (DOA): The abbreviation "DOA" stands for Dead On Arrival and indicates all products that appear to be defective at first sight and therefore show their defect directly on arrival and not after a certain period of use.

If, following a return made for the Right of Withdrawal (requested on an order with Free Transport) the net residual value of the order is less than Euro 150.00 (useful threshold for free shipping), the buyer will be charged for transport costs previously given as a gift. All returns - even those at the expense of Alban Eiler s.r.l.– travel at the risk of the purchaser, who is fully responsible for any damage to the products during transport.
Returns traveling at the expense of Alban Eiler s.r.l. they must be entrusted exclusively to the agreed carrier, always indicated in our Return Authorization document.
Returns that arrive to us in the assigned port by courier other than the one indicated will be automatically rejected and returned to the sender.

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