Refund policy

Dispatch

We dispatch your order from our warehouse in Bergamo. As it is an international shipment, shipping usually takes between 3-6 working days. If there are any delays, we apologise and would ask you to write to us at service.ch@dalfilo.com for more information.

Delivery costs
We ship all orders from our warehouse in Italy with FedEx. To cover some of the high shipping costs associated with international express delivery, we charge a fee of CHF 7.90 per order.

Customs charges
As we ship our products from Italy, there are customs charges. However, these are fully covered by us and are already included in the price of your order and the shipping costs. If there are delays in dispatch, this may also be due to customs.

Returns

If the product you have purchased does not meet your expectations or if you have found an error in your order, we offer the option of returning it.
Do not return your order on your own initiative, as otherwise you will incur very high shipping and customs costs, which we do not cover.

1. Register a return
Please register your return at service.ch@dalfilo.com so that we can send you a personalised returns label and the order overview by email. Please make sure that your enquiry contains the following information:

1. Your order number
2. Your reason for return
3. The items you would like to return

2. Prepare and send the return

We will send you a returns label and an order overview by e-mail. We ask you to print out the label and stick it on the parcel. We ask you to place the order summary in a transparent envelope outside your parcel. This way you can easily take the parcel to the nearest FedEx shop.

3. Refund

We will refund your return within the first 14 days of receiving the parcel. Please note that shipping the return may take a little longer than usual as it is an international shipment. The return shipment to our warehouse usually takes about one week.

Return conditions
You will find your order number in the order confirmation we sent you by email or on the enclosed invoice. You have 30 days from the delivery date to register the return and take your parcel to a DHL Packstation. Personalised products are excluded from the right of return. These are made especially for you and can only be returned or exchanged in the event of a production error. We would like to point out that we charge a flat rate of CHF 7.90 per parcel for return shipping to Italy.

GTC
For further information and legal bases, please refer to our GTC