Returns, Refunds and Right of Withdrawal

Last updated: [04.01.2026]

This policy applies to all orders placed through info@alessiasorellioutlet.store It sets out how to return an item, when you will be refunded, and what your statutory rights are. It forms part of our Terms of Service.

1. Your 30-day return window

You may return any item within 30 days of the delivery date for a refund, for any reason. You do not need to give us one.

Where an order is delivered in several shipments, the 30 days run separately for each item from the day that item is delivered.

2. Condition of returned items

To be eligible for a full refund, items must be:

• unworn and unwashed, with no signs of use beyond trying them on;
• free of odour, marks, pet hair and damage;
• returned with all original tags attached and all included accessories;
• packed in their original box, and that box placed inside an outer shipping carton.

Please try footwear on indoors, on a clean surface. Soles that show outdoor wear cannot be accepted as new.

The shoe box is part of the product. Please do not tape shipping labels to it or use it as the outer packaging — items returned in a damaged or missing box may be refunded at a reduced amount, reflecting the loss in value.

3. Items that cannot be returned

• gift cards;
• items made to your specification or clearly personalised;
• hygiene-sensitive products where the seal has been broken after delivery, such as insoles or socks;
• items explicitly marked "final sale" at the time of purchase.

This does not affect your rights if an item turns out to be faulty.

4. How to start a return

1. Email info@alessiasorellioutlet.store with your order number and the items you wish to return, within 30 days of delivery.
2. We will reply within [1–2] business days with a return authorisation and the return address.
3. Pack the item as described in section 3 and send it to the address we provide.
4. Keep your proof of postage and tracking number until your refund has been issued.

Please do not send anything back before you have received a return authorisation from us — unannounced returns can take significantly longer to process, or may be refused.

5. Return postage and risk

You bear the direct cost of returning the item. We do not provide prepaid return labels for change-of-mind returns, and we cannot refund the postage you paid to send an item back to us.

We strongly recommend a tracked and, where the value warrants it, insured service. Until the item reaches us, it remains at your risk: we cannot refund a return that never arrives and for which no proof of despatch can be provided.

Returns sent cash-on-delivery or with postage due will not be accepted.

6. Refunds

Once your return arrives, we inspect it and process your refund within [3–5] business days, and in any event no later than 14 days after we receive the item.

• Refunds are issued to the original payment method. We cannot refund to a different card or account.
• Depending on your bank or card issuer, the money may take a further 5–10 business days to appear on your statement.
• If you return your entire order, we also refund the standard delivery charge you originally paid. Where you chose an express or upgraded delivery service, we refund the cost of our standard option only.
• If you return part of an order, the original delivery charge is not refunded.
• Discounts and promotional codes are applied proportionally across the items in an order. If a return takes your order below a promotion's threshold, the benefit of that promotion is deducted from the refund.

If an item comes back visibly worn, damaged or incomplete, we may reduce the refund by an amount reflecting the loss in value, or return the item to you. We will always contact you first and explain the deduction.

7. Exchanges

The fastest way to get a different size or colour is to place a new order and return the original item for a refund. This means we do not have to hold your replacement while the return is in transit — sizes sell out.

If you would prefer a direct exchange, tell us when you request your return authorisation and we will arrange it where stock allows.

8. Faulty, damaged or incorrect items

If an item arrives damaged, is not what you ordered, or develops a fault that is not the result of normal wear, contact us at info@alessiasorellioutlet.store with your order number and photographs of the issue.

In these cases we cover the return postage and you may choose a repair, a replacement or a full refund, including the original delivery charge. This applies in addition to, and does not limit, your statutory rights.

Normal wear and tear, damage caused by accident or misuse, and the natural ageing of leather are not manufacturing faults.

9. Late or missing refunds

If more than 10 business days have passed since we confirmed your refund and it has not reached you, please check with your bank or card issuer first, then contact us at info@alessiasorellioutlet.store and we will trace it.

10. Statutory right of withdrawal — consumers in the EU and the UK

The following section applies in addition to, and independently of, the voluntary 30-day return policy above. It applies to consumers resident in the European Union and the United Kingdom. Where the two overlap, you may rely on whichever is more favourable to you.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. Where you ordered several goods in one order that are delivered separately, the period expires 14 days from the day on which you acquire physical possession of the last item.

To exercise the right of withdrawal, you must inform us — [Legal company name], [full postal address], [email], [phone] — of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an email. You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods made to your specifications or clearly personalised, and to contracts for the supply of sealed goods which are not suitable for return for health protection or hygiene reasons if they were unsealed after delivery.

Model withdrawal form

11. Online dispute resolution

The European Commission provides a platform for online dispute resolution, available at [https://ec.europa.eu/consumers/odr]. We are [not willing / obliged] to participate in dispute settlement proceedings before a consumer arbitration board.
Opening hours: [Mon–Fri, 9am–5pm CET]