Shipping and Returns
We offer several shipping methods to meet your needs as specified at checkout. Orders may take up to 7 business days to ship, but our goal is to ship all orders within 24 hours on weekdays or 1-2 business days during sales or peak sales periods.
Delivery times do not take into account any delays caused by the payment authorization and / or by the courier. If Sterne International does not deliver within 30 days, you have the right to cancel the purchase. Your order will be delivered by DHL to the shipping address you provided at the time of purchase.
The shipment can be tracked on the DHL courier website through the ‘shipping identification number’ which will be provided to you in the shipping confirmation email which represents our acceptance of your order.
right of withdrawal
In accordance with Italian consumer protection legislation, you have the right to withdraw from this contract without incurring any penalty and without the need to provide any reason within (14) calendar days, from the date you received your products from Sterne International, (starting from the day you received the products).
N.B. The right of withdrawal cannot be applied for products on “sale”.
Shipping terms and conditions and returned within the E.U.
We hope you are satisfied with your order. If for any reason you are not completely satisfied, you can return any purchases (including discounted items) within 14 days from the receipt of the goods.
The right to return the product can be exercised by sending an email to Sterne International Customer Service email@example.com explicitly declaring your decision to withdraw from the contract. In the email you will have to indicate the order number, your personal data and the products to be returned.
The products must be returned in their original state, without having been worn, washed, altered or damaged and with all the original tags, seals and labels still hanging and not tampered with. Make sure you take reasonable care of the products.
The goods must be returned in the original packaging.
Return shipments must be made using the same service used for the original delivery (DHL) or through the shipping agent indicated by Sterne International, using the prepaid and pre-printed label inside the package or supplied by us subsequently.
In accordance with consumer protection legislation, the right of withdrawal is excluded if you have purchased customized products or sealed items opened after delivery which cannot be returned for hygiene or health reasons, such as, for example, products such as the chocolate stars, the fragrance or the cashmere soap.
We can only accept returns from the country in which an order was originally shipped. Otherwise, the return will unfortunately not be free (and the import and shipping costs will be charged to you).
Shipping terms and conditions and returned outside the EU
If the Products are to be delivered to a country outside the European Union, the total price stated in the order and order confirmation, including indirect taxes, is net of any customs duties and any other taxes which the Consumer hereby agrees to pay for, if required, in addition to the price stated in the order and order confirmation, as required by laws in force in the country to which the Product will be delivered. For further information on any duties or taxes applicable in his country of residence or destination of the products, the Consumer is invited to check with the relevant authorities in his country of residence or destination of products.
All additional costs, charges, taxes and/or duties payable in any given country, under whatever title, to the Products ordered under the general terms and conditions of sale are the exclusive responsibility of the Consumer.
The Consumer hereby declares that where, at the time the order is placed with the Seller, the former is unaware of the costs, charges, taxes and/or duties referred to in paragraphs above, this shall not constitute grounds for termination of this contract and shall under no circumstances be charged to the Seller.
Refund times and procedures
In accordance with consumer protection legislation, only after STERNE INTERNATIONAL has received the returned products and verified that they meet all the requirements, will you receive an email accepting the return. Whatever form of payment you have used, STERNE INTERNATIONAL will refund all payments received from you for this purchase within 14 calendar days from the day on which STERNE INTERNATIONAL has received the returned products.
N.B. The right of withdrawal cannot be applied for products on “sale”.
If you decide to use the courier indicated by STERNE INTERNATIONAL you will not have to pay the cost for returning the products. In this case, STERNE INTERNATIONAL will pay the shipping costs for you. However, if you choose to use a different courier or another shipping method for return, that shipment will be at your own expense. The return must be sent to:
Sterne International S.p. TO.
Via Manna 75
06132 Sant’Andrea delle Fratte, Perugia (PG)
If you decide to exercise the right of withdrawal and to return the purchased products, please take reasonable care of them. STERNE INTERNATIONAL has the right not to accept a return and / or to lodge a complaint against you if the products are returned without the tags, labels or seals or have been altered, worn, used or damaged. We can be held responsible, and we can deduct from any refund due, any reduction in the value of the returned products. You will receive a notification if the refund is partially issued or if the returned products cannot be accepted. In this case, you can choose to have STERNE INTERNATIONAL return the products free of charge. If you refuse the above delivery, STERNE INTERNATIONAL reserves the right to retain the products and the amount paid for the purchase of the same.
Without prejudice to the foregoing, the period of time for the sums credited for the returned products to be actually visible on your account or account statement depends on the form of payment used:
– purchase by credit / debit card: the repayment time will depend on the credit card policies. However, we want to assure you that the credit value date will coincide with the original payment date; therefore you will not suffer any loss of interest;
Regardless of whether the product was purchased as a gift, reimbursement of the amounts paid for the purchase will be made to the person who purchased the product and made the payment.
– The refund is always credited in the same currency as the original purchase
Conditions for changing products
In some circumstances described below, you will have the right to exchange your product for another product. Exchanges are subject to product availability at our warehouse. An exchange can be requested by sending an email to firstname.lastname@example.org
The request for replacement of the product is subject to the following conditions:
it is possible to request the replacement of one or more products purchased with products of the same model, but of different sizes.
it is possible to request the exchange of one or more products purchased no later than fourteen (14) calendar days from the day on which the products were received. The products to be replaced must be returned within fourteen (14) calendar days from the day you received them;
only one replacement request can be sent for each product purchased;
the products for which replacement is requested must be returned to STERNE INTERNATIONAL in their original packaging without having been used, worn, washed, modified, altered or damaged, and must still have the original identification labels or seals;
The products to be exchanged that are part of a single order must be returned to STERNE INTERNATIONAL in a single shipment. STERNE INTERNATIONAL reserves the right to refuse products of the same order shipped for replacement in different stages.
If all the above conditions have been met correctly, STERNE INTERNATIONAL will process this request by sending a confirmation email.
Deadlines and procedure for obtaining the exchange of products
The products purchased are exchangeable in different sizes in accordance with the terms established in the previous section. If you have exchanged a product, Sterne International will pay the shipping costs for the new product. Please note that discounted products are not exchangeable but can be returned for a refund.
After receiving the products to be exchanged, STERNE INTERNATIONAL will inspect the returned products to verify that all the above requirements have been met. STERNE INTERNATIONAL will then check the actual availability of the replacement products in its warehouses in order to ensure that the selected dimensions are available.
If the selected replacement products are not available in stock, STERNE INTERNATIONAL will not be able to accept the request for replacement and will refund the original price of the products purchased in accordance with consumer protection legislation and with the procedures specified in the return sections. and refunds.
If the selected products are available in stock, STERNE INTERNATIONAL will accept the replacement request and send an e-mail confirming the shipment of the replacement products. The shipment will take place within thirty (30) working days from the date on which STERNE INTERNATIONAL was informed of the request for replacement. The costs for shipping the replacement products will be borne by STERNE INTERNATIONAL.
When exchanging a product, if the price of the purchased product is lower than the chosen replacement product, payment of the relative price difference will be required. However, if the price of the purchased product is higher than the price of the replacement product, the difference in price will be refunded. If you decide to return the exchanged product in accordance with your legal rights within fourteen (14) calendar days from the day you received the product, you will receive a full refund for the price paid for the product, in accordance with the return and refund sections. above.
You will be contacted by STERNE INTERNATIONAL if your product exchange request cannot be accepted because the above conditions have not been met. In this case, you can have the original products shipped at your own expense or STERNE INTERNATIONAL will issue a refund in accordance with the procedures described in the previous sections.
Identification plate and seals
All products sold by STERNE INTERNATIONAL include a tag and may contain a disposable seal. Please try the products without removing the label and seal. Products returned without the label or seal will not be accepted. We remind you that, in accordance with consumer protection legislation, you will be responsible for any decrease in the value of the items returned to the Seller resulting from any use of the same other than the use strictly necessary to verify their nature, characteristics and functionality.
If you receive defective products, please notify us immediately. According to the law, you have the right to complain about defective products within a year. However, Sterne International must always be informed within a reasonable time after detecting that the products are defective. If Sterne International believes that the products are defective, Sterne International will make a full refund, including shipping costs.