Returns and refunds
We hope the goods are to your liking! However, if you change your mind, the return request must be filled in directly online within 14 days from the date of receipt of the order.
The products must be sent back in the exactly same condition you received them: not worn, not washed and returned with all attached tags.
Please note that it is not possible to return or exchange products purchased online, in our stores.
| OPENING OF RETURN PROCEDURE IF YOU ARE AN UNREGISTERED USER (ORDER AS GUEST): | HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT AND HAVE PLACED THE ORDER AS A REGISTERED USER: |
|---|---|
| Access to the webpage return form and fill in the form with the order number (do not insert #), your billing surname and your email. | Log into your personal area and go to the section "Order & Returns" |
| Enter your order details and select 'RETURN'. | Select the order for which you want to request a return and click on the Return tab. |
| Complete the form with details of the items to be returned and the reason for return | Complete the form with details of the items to be returned and the reason for return |
| Please select 'refund'. | Please select 'refund'. |
| You can choose between "Easy Return" or "Standard Return" | You can choose between "Easy Return" or "Standard Return" |
| You will immediately receive a confirmation email including 'Return Request', within the next two (2) working days you will receive a second return authorization email with all instructions on how to return the package. | You will immediately receive a confirmation email including 'Return Request', within the next two (2) working days you will receive a second return authorization email with all instructions on how to return the package. |
How do I return my articles?
Print out the return authorisation e-mail and place it inside the parcel, together with the items to be returned. This will enable the logistics department to trace your order more quickly.
If you have selected the following option:
a) Easy Return: You will receive an email with our return label. Apply it on the parcel and follow the instructions to book your package collection with the courier.
b) Standard Return: Within 1-2 work days, you will receive an email confirming the authorization by our Customer Care and the address of the warehouse where you should return the goods. You can choose the courier you want to entrust your return shipment to.
For EU countries: Please note that the return shipping costs will be borne exclusively by the customer, unless the amount of the order does not exceed 250€: in that case the return is free of charge. By using our shipping label (Easy Return), you will deduct any return cost from your refund. The cost is the same as for the shipment of the order.
For non-EU countries: Please note that the return shipping costs will be borne by the customer, while any customs fees will be charged to Filoblu spa. By using our shipping label (Easy Return), the cost of the return will be deducted from your refund. The cost is the same as for the shipment of the order.
Below are the return addresses:
FiloBlu c/o Snatt Logistica
Via Giuseppe di Vittorio, 21
20049 Caleppio MI
Italy
* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration.This means that the goods must be accompanied by a pro forma invoice that we will send you with the Return Authorization email. The proforma invoice has to be attached to the outside of the box (never put it inside the box): this will help us accelerate the process of customs clearance of your return. We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.
REFUND
As soon as your return arrives at our warehouse, the Quality Control Department will carry out the necessary verifications. If the outcome is positive, we will send you an e-mail confirming the return and the disposition of the refund.
The refund will be issued within 14 days from receipt of the goods on the same payment method used to place the order.
Please note that the processing time required to receive your refund depends on the internal procedures of your Credit Institution.
How to return a wrong or defective item
Il Gufo is committed to offer high quality products and services. Should you, for any reason, have a complaint about an item purchased online (in case of defects and/or non-conformity), please contact our Customer care: help@ilgufo.com
Please provide all necessary information, including, if possible, the number of the order in question and some photos showing the labels of the received item.
Before sending the item, we kindly ask you to wait for a feedback from our Customer Care, that will deal with your complaint as quickly as possible, providing you with all instructionts to send the item back.