Insured shipments
Marisa Convento’s shipments are always traceable and safe, using UPS, FedEx or GLS Italy.
- When you receive your parcel, I kindly ask you to check it immediately and carefully, especially if the packaging shows visible signs of damage.
- If you notice that the box is damaged, dented or open, I recommend that you:
- check the external packaging before accepting the parcel;
open the box in front of the courier, whenever possible;
check the condition of the item immediately;
if the item is damaged, report the damage when signing for the delivery;
take a few photos of the packaging and of the damaged item;
send the photos by email to marisa.convento.2019@gmail.com, including your order number.
Once I receive your report, I will do my best to help you and, where applicable, send you a new item as soon as possible.
Returns and refunds
Marisa Convento wants you to be happy with your purchase. However, if you need to return an item, you can contact me within 14 days of receiving your order.
The return policy lasts 14 days. If more than 14 days have passed since you received your purchase, I will not be able to offer a full refund or replacement.
To be eligible for a return, the item must be:
- unused;
in the same condition in which you received it;
free from any signs of wear or use;
complete with all its parts and any accessories;
inside its original packaging;
carefully packed, just as it was when you received it.
I accept returns and offer a full refund only for items available in stock. Items made to order, personalised or modified upon request cannot be refunded.
How to request a return
Before sending an item back, you must complete the ONLINE RETURN FORM.
The product must not be returned before you have submitted the request through the online form and received confirmation that the return has been accepted.
After the return request has been accepted, the item must be shipped back within 5 days.
On the day you ship the return, I ask you to inform me by email that the parcel has been sent. If available, please also include the tracking number.
Return inspection and refund
When I receive the parcel, I will carefully inspect the item.
I will send you an email to confirm that the return has been received and to let you know whether the refund has been approved or refused.
If the return is approved, the refund will be processed to the original payment method within 5 days.
The refund or store credit will be issued only for the value of the returned goods. Shipping costs are not refunded and remain the responsibility of the person making the return.
I reserve the right to refuse returns that do not comply with the conditions stated on this page.
Personalised or made-to-order items
All personalised items, items made to order or items modified upon request are non-refundable.
Sale items
Only regular-priced items can be refunded. Sale items cannot be refunded.
Late or missing refunds
If your refund has been approved but you have not received it yet, I recommend checking your bank account first.
You can then contact your credit card company or the provider of the payment method used, as it may take some time before the refund is officially visible.
You may also contact your bank, as processing times are often required.
If you have already completed all these checks and still have not received your refund, please write to marisa.convento.2019@gmail.com.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the return has been received and approved, a gift voucher will be sent to you.
If the item was not marked as a gift, or if the person who purchased it received the order and gave it to you at a later time, the refund will be sent to the person who made the purchase.
Return shipping address
To return the product, you must send the parcel to:
Marisa Convento
Dorsoduro 734
30123 Venice
Italy
Return shipping costs are your responsibility. Shipping costs are non-refundable.
If you receive a refund, any return shipping costs may be deducted from the refunded amount.
Depending on where you live, the time it may take for a replacement product to reach you can vary.
If you are returning a valuable item, I recommend using a trackable shipping service or purchasing shipping insurance. I cannot guarantee that I will receive the returned parcel if it is sent without tracking.
Exclusions
All companies and retailers are excluded from the refund policy.
Need help?
For any questions about refunds and returns, you can contact me at: