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Customer Service


1 Returns procedure
1.1 The Customer, as defined in the General Conditions of Sale, has the right to withdraw from the contract made with the Seller, as defined in the General Conditions of Sale, without penalty and without giving any reason, within ten (10) working days from the date of receipt of the products purchased on the e-commerce site. It is not possible to exchange an item selected for another. As an exception, the Seller may decide to accept exchanges requested by the Customer.
1.2 In order to withdraw from the contract, the Customer must send an email to and follow the instructionsa.
1.3 The only costs that the Customer must bear are those for returning the products acquired if the carrier selected is different to that specified by the Seller. If the Customer decides to use the carrier specified by the Seller, the cost of returning the products will be borne by the Seller.
1.4 Right of Withdrawal - in addition to compliance with the terms and conditions described in points 1.1, 1.2 and 1.3 above - the right of withdrawal is exercised properly if all the following conditions are met:
a. the products must not have been used, worn, washed or damaged;
b. the identification tags must still be attached to the products;
c. the products must be returned in their original packaging;
d. the products returned must be sent to the Seller in just one shipment;
e. the products returned must be given to the carrier within ten (10) working days of the date on which the Customer received the products.
1.5 If the Right of Withdrawal is exercised in accordance with the terms and conditions specified in this article 1, the Seller will reimburse any amounts already collected for the purchase of the products.
1.6 The amounts will be repaid to the Customer in the shortest possible time and, in any case, within thirty (30) days of the date on which the Seller becomes aware that the Customer has exercised its right of withdrawal. As indicated in article 8 of the General Conditions of Sale, the Seller will activate the repayment procedures after checking compliance with the above-mentioned terms and conditions.
1.7 In the event of failure to comply with the terms and conditions specified in this article for exercising the right of withdrawal, the Customer will not be entitled to reimbursement of the amounts already paid to the Seller or to issue of the credit note requested; however, at its expense, the Customer may obtain the return of the products in the state in which they were sent to the Seller. Failing this, the Seller may retain both the products and the amounts already paid for their purchase.
2 Email and method of transport
2.1 In order to simplify the returns procedure, the Customer is invited to send an email to which must state the order confirmation number and the item code, sizes and colours of the products that the Customer intends to return. The item code and size are stated on the information tag attached to the product, or on the internal label. If UPS is not used, the Customer must state the name of the carrier on the return form.
2.2 The Customer need not use the carrier specified by the Seller in order to make the return. In this case, the transport costs will be borne by the Customer.
2.3 In order to accelerate the returns procedure, the Customer may make arrangements with UPS for the collection of the goods. The Seller is not responsible for any failure to collect the goods by UPS, although it will do everything possible to ensure that this happens as soon as possible.
2.4 The Customer is requested to include the original accompanying invoice in the return package and the other documents that the Seller has sent by email to Customer.

Methods of Payment

Methods of payment: before acceptance of the order, the Customer must select one of the following methods of payment available on the e-commerce site:
a) Credit card. (VISA, MASTER CARD, MAESTRO)
b) Pay Pal
c) Bank transfer
d) Cash on delivery

a) Credit card: if the credit card option is selected, the related financial information (e.g. number of the credit/debit card, expiry date etc.) will be sent in encrypted form to Banca Sella or other banks that provide electronic payment services. Such information will never be used by the Seller except to complete the procedures relating to the Customer's purchase, make reimbursements if products are returned on exercise of the Customer's right of withdrawal, prevent e-commerce fraud or report it to the police.
b) Pay Pal: if the Pay Pal option is selected, the Customer must follow the procedures described on the Pay Pal website.
c) Bank transfer: ssif the bank transfer option is selected, the Customer must make a transfer to the bank account details presented on the e-commerce site. Payment is confirmed when the amount transferred is credited to the Seller's bank current account. The Seller reserves the right to accept the bank transfer slip as proof of payment when received by e-mail at the address
d) Cash on delivery: if the cash on delivery option is selected, the Customer will pay the amount of the order upon receipt of the goods. In the event of failure to pay, the goods will not be given to the Customer.


1 Shipments
1.1 Shipment times: shipment times do not depend on Monnalisa SpA, but on the shipment method selected by the Customer when making the Order and on the carrier used to send the goods acquired. Delivery generally takes place within three (3) working days in Italy and within seven (7) days outside of Italy. These times may be affected by unexpected events and the time needed for customs clearance. The Seller is not responsible under any circumstances for actual delivery times that differ from those indicated, although it will do everything possible to ensure compliance.
1.2 Shipping costs: shipping costs are borne by the Customer and are included in the amount stated as payable to the Seller in the order confirmation. The shipping costs specified in the order confirmation depend on a number of factors, including weight and volume.
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