Shipping and Returns
— Shipping methods
shipping methods are specified at the moment of check out. Dispatch of orders may take up to 7 business days but we aim to dispatch all orders within 24 hours during weekdays, or 1-2 business days during sales periods or due to an unusually high number of orders. The delivery times do not take into account possible delays caused by payment authorization and/or on the part of the shipping company. If Sterne International fails to deliver within 30 days, you have the right to cancel the purchase. Your order will be delivered by DHL to the shipping address you have provided at the time of the purchase.
The shipment is traceable on the DHL courier website through the ‘shipping identification number’ that will be provided to you in the shipping confirmation email that represents our acceptance of your order
- Right of withdrawal
— Right of withdrawal
In accordance with the Italian consumer protection legislation, you are entitled to withdraw from this contract without incurring any penalty and without the need to provide any reason within (14) calendar days, from the date on which you received your products from Sterne International, (beginning on the day you received the products).
- Returns Policy
— Terms and Conditions of Return within the EU
We hope that you are pleased with your order. If for any reason you are not fully satisfied, you can return any purchases (including reduced items) within 14 days of receipt.
The right to return the product can be exercised by sending an e-mail to the Customer Service of Sterne International: email@example.com 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 condition, without having been worn, washed, altered or damaged, and with all the tags and original labels still attached. Make sure that you take reasonable care of the products.
Goods must be returned in the original packaging.
Return shipments must be made by using the same service as for the original delivery (DHL) or through the shipping agent indicated by Sterne International, using the pre-paid and pre-printed label inside your package or provided by us.
In accordance with the consumer protection legislation, the right to return is excluded in the event that you purchased customized or personalized products, or sealed items that were opened after delivery that cannot be returned for hygiene or health reasons, such as, for example, products like chocolate stars or the cashmere fragrance or soap, which sealed packaging has been opened.
We can only accept returns from the country to which an order was originally shipped. Otherwise, the return is unfortunately not free of charge (import and shipping fees will be charged at your own expense)
- Refund Times and Procedures
In accordance with consumer protection legislation, only after STERNE INTERNATIONAL has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever form of payment you used, STERNE INTERNATIONAL will refund you all payments received from you for such cancelled purchase within 14 calendar days from the day STERNE INTERNATIONAL receives the returned products.
As long as you decide to use the courier indicated by STERNE INTERNATIONAL you will not have to pay the cost for returning. In this case, STERNE INTERNATIONAL will pay the return shipping costs for you. However, if you choose to use a different courier or other postage method for your return, you will have to pay for the return shipping cost upfront and at your own expense. The return must be shipped to:
Sterne International S.p.A.
Via Manna 75
06132 Sant’Andrea delle Fratte, Perugia (PG)
Should you decide to exercise your right to return purchased products, please take reasonable care of the products. STERNE INTERNATIONAL has the right to not accept returned and/or make a claim against you if you do not take reasonable care of the products, for example, in case products are returned without the corresponding tag or seal or that have been altered from their original status, worn, used or damaged. You may be liable for, and we may deduct from any refund due to you, any decrease to the value of the returned products caused by your mishandling of the products. You will be notified if the refund will be issued partially or if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense by STERNE INTERNATIONAL. If you refuse the above delivery, STERNE INTERNATIONAL reserves the right to retain the products and the amount paid for your purchase of the products.
Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:
- purchase by Credit/Debit Card: refund time will depend on the credit card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
Whether the product was purchased as a gift, the refund of the sums paid for the purchase will be made to the individual who purchased the product and made the payment.
- The refund is always credited in the same currency as the original purchase
- Conditions for the Exchange of Products
In certain circumstances detailed below, you shall be entitled to exchange your product for another product. Exchanges are subject to product availability at our warehouse. You can request an exchange by sending an e-mail to firstname.lastname@example.org
The request for an exchange of the product is subject to the following conditions:
- you may only request the replacement of one or more purchased products with products of the same model, but in a different size.
- you may request to exchange one or more purchased products within and not later than fourteen (14) calendar days from the day you received the products. The products to be replaced should be returned within fourteen (14) calendar days from the day you received them;
- you may only submit a single replacement request for each product purchased;
- the products for which you request the replacement must be returned to STERNE INTERNATIONAL in their original packaging without having been used, worn, washed, modified, altered or damaged, and they must still have their identification labels, original tags or disposable seal attached;
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 that are shipped for replacement in different stages.
If all the above conditions are correctly fulfilled, STERNE INTERNATIONAL will process the request by sending you a confirmation email.
- Deadlines and Procedure for Obtaining Products Exchange
Purchased products are exchangeable into a different size in accordance with the terms set forth in the above section. If you have exchanged a product, Sterne International will pay the shipping costs for the new product. Please note that sale products are non-exchangeable but can be returned for a full refund.
After receiving the products to be exchanged, STERNE INTERNATIONAL will inspect the products to check that all the above requirements have been fulfilled. STERNE INTERNATIONAL will then verify the actual availability of the replacement products in its warehouses in order to ensure that the sizes you have selected are available.
If the selected replacement products are not available in the warehouse, STERNE INTERNATIONAL will not be able to accept your request for an exchange and will refund you the original price of the purchased products in accordance with consumer protection legislation and with the procedures specified in the returns and refunds sections.
If the selected products are available in the warehouse, STERNE INTERNATIONAL will accept your request for an exchange and will send you an e-mail confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days from the date in which STERNE INTERNATIONAL has been informed of your request for exchange. The costs for shipping the replacement products will be held by STERNE INTERNATIONAL.
When exchanging a product, if the price of the purchased product is lower than the chosen replacement product, you will be required to pay the relative price difference. However, if the price of the purchased product is higher than the replacement product you will be refunded the price difference. If you choose 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 request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or STERNE INTERNATIONAL will issue a refund in accordance with the procedures set out in the above sections.
- Identification Tag and seals
All products sold by STERNE INTERNATIONAL include an identification tag attached and / or a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted. We remind you that in accordance with consumer protection legislation, you will be liable for any decrease in the value of items returned to the Vendor resulting from any use of the same products other than the use that is strictly necessary in order to verify their nature, characteristics and functionality.
- STERNE INTERNATIONAL Preferred Courier – Return Shipping
For the time being, STERNE INTERNATIONAL has chosen DHL (visit http://www.DHL.com/ or call their number) as STERNE INTERNATIONAL’s official parcel delivery courier company for returning products purchased on the website. As advised by STERNE INTERNATIONAL, products can be returned to STERNE INTERNATIONAL in accordance with this policy by the courier DHL, using the pre-paid and pre-printed label enclosed in the package in which the products were shipped or provided by us. If you use DHL, you will not have to pay for the shipping costs and you will be able to track the package at any time. To organize the pick-up of the products you wish to return please contact DHL. Alternatively, if you decide to use a different shipping courier or other postage method than the one provided by STERNE INTERNATIONAL, you will have to pay for the cost of return shipping and you will be responsible for any loss or damage to the products during the transit. We suggest you use a traceable method and that you keep proof of postage. For your protection, we recommend that you use a reputable courier service if you choose not to return the goods by DHL.
- Defective products
If you receive defective products, please notify us immediately. According to the law, you are entitled to complain about defective products within one year. However, you must always notify Sterne International within a reasonable time after you have detected that the products are defective. If Sterne International considers the products to be defective, Sterne International will make a full refund including shipping costs.