Returns & Refunds


Return Time Frame:

Regular-Price Merchandise – 30 Days 
Sale Merchandise – 14 Days

Any purchases made on/after September 1st, 2016 are eligible for returns within 30 days of receipt. Please contact Customer Care for further assistance or questions.

1. Returns Policy

We have made every effort possible to display the most accurate colours of each product on our website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

All items undergo rigorous quality control processes and are checked for defects before they are dispatched to customers.

Should you receive an item that is not in perfect condition, please contact Customer Care immediately.

Please send the item or items from the same order that you wish to return in one shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit.

Shoeboxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

A pre-printed and pre-paid UPS or DHL labels will be included in your package. If you choose to use this label, no postage is required.

Exchanges

We are currently unable to support exchanges through eu.stuartweitzman.com. You may return your item(s) for a refund and place a new order any time. Your original order will be refunded once we receive your item(s).

Price Adjustments

Items purchased on eu.stuartweitzman.com or at Stuart Weitzman boutiques are not eligible for price adjustments. Prices will not be adjusted on previously purchased discounted merchandise.

2. How to Process a Return

Under the Consumer Protection Distance Selling Regulations 2000 (DSRs), customers based in the EU have the right to cancel their order.

Returning Items Using Our Collection Service

Return Instructions

  1. Submit a request for your Return Authorisation Number (RAN) from your account within 30 days of receiving your order. If you have placed an order but have not yet registered for an account, click here to check your order details and request your RAN. 

  2. Fill in and sign the Returns Proforma Invoice enclosed in your original order. Please include the quantity and a description of the item(s) you are returning. For all returns outside of the EU, including Switzerland: please prepare 5 copies of your Returns Proforma Invoice for customs clearance. Place 1 copy inside the package and give the other 4 to the carrier.

  3. Pack the item(s) securely in the original product packaging, along with the necessary documents.

  4. Attach the pre-printed and pre-paid UPS or DHL shipping label to your package. If your shipping label is missing, contact Customer Care.

  5. All items must be unworn, unused and include original tags, parts and accessories.

  6. Contact UPS or DHL to arrange for your package to be picked up, or drop it off at any UPS or DHL drop-off location where possible.

  7. Please allow up to 7 days for your return to be processed.

  8. You will receive a return confirmation email once your package has been received.

  9. Following that, you can expect a refund to your original form of payment within 30 days. Please note that original shipping charges as well as additional C.O.D. costs are not refundable.

Details for the Waybill:

  The Level Group S.R.L

  Stuart Weitzman Online Store

  Via Libertà, 215

  28043 Bellinzago Novarese (NO), Italy

 

  UPS Delivery Service:

  UPS recipient code: F2A337

  Service: Standard

 

  DHL Delivery Service:

  DHL recipient code: 955827183

  Service: Express

 

You will be notified by email once your return has been received and processed.

To track the progress of your return, log in to your account, visit the Orders section and enter your Return Authorisation Number (RAN).

Customers outside of the EU need to fill in 5 copies of the Returns Proforma Invoice, including the quantity and a description of the item(s) they are returning. These forms are necessary for customs clearance and will have to be given to UPS or DHL. The Returns Proforma Invoice can be found enclosed in your package, or you can download a new copy by clicking here.

Cancelling Your Order Under the Distance Selling Regulations

Under the Consumer Protection Distance Selling Regulations 2000 (DSRs), customers based in the EU have the right to cancel their order as long as they provide a written notice within 7 working days of receiving their items. For contact information, click here, or write to Customer Care at the address below.

   The Level Group S.R.L

   Order Cancellation

   Piazza Arcole, 4

   20143, Milan, Italy

 

Upon receipt of your notice, Customer Care will send you a Return Authorisation Number (RAN) number via email. Please include this on the Returns Proforma Invoice enclosed in your order and place it in your return package so we can process your refund promptly.

We recommend that you insure the return shipment as you are responsible and liable for any damage the item or items may receive before they arrive at our warehouse. We also recommend that you use a secure, trackable means of shipping to make your return to us, and that you retain proof of it in the event that a dispute should arise.

All items must be returned unworn, unused and including original tags, parts and accessories. They must also be sent from the country to which the original order was delivered. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note that you may only use your right to cancel the order under the DSRs if you provide a formal written notice of cancellation within 7 business days of receiving your order, as outlined above.

Additional Returns Information

Our return service is free if you use the pre-printed and pre-paid UPS or DHL label enclosed in your package or the conventional retreat service from UPS or DHL. If you decide to use another carrier, we will not refund the cost of the return shipment. We recommend using a traceable carrier and insuring for the full value of the merchandise you wish to return. We are not responsible for return packages lost en route.

Please send your return from the same country to which your order was delivered. We will not be able to accept returns from a different country.

Returns which do not meet the conditions listed above or with missing or incomplete customs documentation will not be accepted and will be returned to the sender.

Your return package will be accepted within 7 business days from the delivery date.

3. Receiving a Refund

Once our warehouse has processed your return and verified that all the conditions have been met, you will receive your refund within 30 business days.

Your refund will be credited to the original purchaser's credit card or the bank account you provided (if you opted for C.O.D. payment) and will include shipping costs for defective items or orders cancelled under the DSRs only.

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 eu.stuartweitzman.com. However, you may be able to recover these by contacting your local customs bureau directly.

Please note credit card refunds may take up to 10 business days for your bank to complete. This can vary depending on your bank, and unfortunately, we are unable to expedite or modify this.