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RETURNS AND REFUNDS

RETURN INSTRUCTIONS

We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, you may request a free return within 30 days from delivery of the items, following these simple steps:

  • 1. Access the “Return Authorization” section on the website by clicking here, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order. Complete the online form with the information requested, including: the details of each item, the quantity of items that you would like to return and the reason for the return.

  • 2. Attach the adhesive label received in the original package, which includes our return shipping address, to the outside of box. If the shipping label is needed, please contact our Customer Service Team.

  • 3. Inside of the parcel you also received a Return Proforma Invoice, please fill in, sign a copy and put it inside of the box. If you need a copy of the Return Proforma Invoice, you can download it here. If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Call the courier to schedule the collection of the parcel.

 

SHIP TO:

Scarosso Germany GmbH
C/O Geodis Logistics S.p.A.
Via Dogana Po 2/A C/O Blocco I2
29015 Castel San Giovanni
Piacenza (PC)
Italy

GENERAL INFORMATION

  • Merchandise that has been worn, used, altered or damaged cannot be accepted. We therefore recommend that you try on shoes on soft surfaces (e.g.carpet).
  • Please note that Scarosso reserves the right to refuse the return of any merchandise that does not meet the above requirements at Scarosso's sole discretion.

How to book a collection

    Arrange the collection of your return following the instructions depending on the courier. You can find this information on the return label. Please click here for information on how to read your pre-paid label.

    • UPS: You can contact UPS via telephone by calling the UPS center dedicated to your country at the following link. Alternatively you can make your return through the website or by going to one of our UPS points that can be found at this link.

    • DHL: You can contact DHL via telephone by calling the DHL center dedicated to your country. Alternatively you can book the collection through the website.

    • FEDEX: You can contact FEDEX via telephone by calling the FedEx Customer Care 199.151.119. Alternatively you can book the collection through the website.

    • DHL Paket: You can contact DHL Paket via mail using this address (24h before collection). Alternatively you can book the collection through the website or you can take your package to the nearest DP shop.

    • OTHER COURIERS: You may select the courier of your preference, however in this case, the return shipping costs will be at your expense and will not be reimbursed. Please keep in mind that choosing to use your own courier can slow down the return process and the resulting refund.

Exchanges and Refunds

Can I exchange my product?

We inform you that the purchased items cannot be replaced or exchanged and, therefore, if you wish to change the purchased product, you can make a return in the ways and terms described in our Returns policy and proceed with a new order.

If the products that you ordered do not match your taste you can return the item free of charge within 30 days and request a refund. Scarosso has the right only to accept items that have not been damaged. We are currently unable to support exchanges through scarosso.com. You can return your original order for a refund and place a new order. Your original order will be refunded once received and you may place your reorder at any time. Once we verify the integrity of the items we will accept the return and process the refund. Verifying the items is expected to take 3 to 5 business days. Payments will be credited within 14 days on receipt of the goods at our warehouse and the successful adherence of the above conditions.

 

If your order has been sent to a destination within the EU, all sales taxes (VAT) will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through the Scarosso Online Store. However, you may be able to recover these by contacting your local customs bureau directly.

Scarosso does not refund VAT if products purchased on scarosso.com are exported to a third country. The value added tax of the country of destination is automatically charged on purchase and cannot be changed in any way.

Please note: your refund will be credited to the credit card used for the purchase or to the bank account provided, in case you have used cash on delivery as the payment method, and it will include the shipping cost for damaged products or cancelled orders based on DSR

REFUND WHEN USING PROMO CODES

When an order made using a promo code is refunded, the discount amount is split evenly among the items purchased.

Refund with Fixed Amount Promo Code

If a customer buys 2 pairs of shoes for a total amount of 450€ (250€ each pair with a 50€ promo code), and only 1 pair is returned, the refunded amount will be 250€ minus 25€ (50€ promo code divided by the number of items purchased), for a total refunded amount of 225€.

Refund with % Promo Code

If a customer buys 2 pairs of shoes for a total amount of 450€ (250€ each pair with a 10% promo code), and 1 pair is returned, the refunded amount will be 250€ minus 10% of the item value, for a total refunded amount of 225€.

PRODUCT ISSUE

If the article received presents any defects, please contact our customer service directly before sending the item back in order to provide you with a most viable solution.

To assist you best, please include in your message the following information:

  • 1.Order Number
  • 2.Brief description of the defect and how it did appear
  • 3.Some photos of the shoes, sole and area in question