The Withdrawal and Reimbursement policy is carried out fully in accordance with the Directive 2011/83/EU of the EU Parliament and of the EU Council of 25 October 2011 on consumer rights, amending Council Directive 93/13/EEC and Directive 1999/44/EC of the European Parliament and of the Council and repealing Council Directive 85/577/EEC and Directive 97/7/EC of the European Parliament and of the Council.
1. Violation of the assortment conditions
If you received a product that does not meet the ordered assortment, please e-mail us within14 days since delivery. Please send us a filled-in sample below and attach a photo of the received item/items. You may choose between free shipping of the missing items or a full refund. We will contact you shortly. In order to avoid undue infringements, we photograph all orders before they are packed and shipped.
To: delivery@golenkova-ferrero.com
Subject: CLAIM/Order No._______/ Violation of the assortment conditions
Text:
"___" ___________ 20___ I placed an order Nr_________ in your online boutique. After I opened the package, I found out that the delivered item/items does/do not correspond my order.
I received: [Please specify].
I am attaching the following photograph as visual proof.
I demand, therefore, [either... or...]
- free shipping of the ordered item/items,
- a full refund
Name:
Email:
Phone:
2. Violation of the quantity conditions
If you received less quantity of goods than ordered, please e-mail us within 14 days since delivery. Please send us a filled-in sample below and attach a photo of the received item/items. You may choose between free shipping of the missing quantity of goods or a full refund for the missing goods. We will contact you shortly. In order to avoid undue infringements, we photograph all orders before they are packed and shipped.
To: delivery@golenkova-ferrero.com
Subject: CLAIM/Order No._______/ Violation of the quantity conditions
Text:
"___" ___________ 20___ I placed an order Nr_________ in your online boutique. After I opened the package, I found out that the following item/items is/are missing:
[Please specify].
I am attaching the following photograph as visual proof.
I demand, therefore, [either... or...]
- free shipping of the missing item/items,
- a full refund of the missing item/items.
Name:
Email:
Phone:
3. Return of faulty items
A faulty item is an item with some manufacturing defects (for example, a defective zipper) or any defects associated with its transportation (noticeable damages on the internal brand packaging, visible traces of dirt, etc.). Differences in shades, as well as slight colour alterations from the product photographs on the Site, is not a sign of a faulty item. Slight differences in the given size (up to several millimetres) is neither a sign of a faulty item.
If you received a faulty item, you are entitled to full reimbursement, including the return shipping costs by standard mail and free shipping of the substitute item in case there is one in stock.
In case your order was delivered with external damages to the postal packaging associated with poor delivery, please email us about it and attach a photo. We cannot compensate for the damage, but we will send a claim to our partner-carrier.
Easy claim in 2 steps:
STEP 1: E-MAIL YOUR CLAIM, ATTACHING A PHOTO.
Please send us a filled-in sample below:
To: delivery@golenkova-ferrero.com
Subject: CLAIM/Order No._______/ A faulty item/faulty items
Text:
"___" ___________ 20___ I placed an order Nr_________ in your online boutique. After the delivery, I found the following defects in the purchased item/items:
[Please specify as detailed as possible].
I am attaching the following photograph as visual proof.
I demand, therefore, [either... or...]
- free shipping of the substitute item/items,
- a full refund of the faulty item/items.
Name:
Email:
Phone:
STEP 2: WAIT UNTIL 5 DAYS
We will analyse the defect and get back to you shortly (within 5 working days as maximum) regarding its exchange/reimbursement depending on the seriousness of its defect.
4. Return of good quality items
You may cancel any order after your purchase or return any order within 14 calendar days since delivery for any reason and with no justification in case they were not in use, all the consumer properties are preserved and all labels kept. Where multiple goods are ordered in one order but are delivered separately, the withdrawal period should expire after 14 days from the day on which you acquire physical possession of the last article. Where goods are delivered in multiple lots or pieces, the withdrawal period should expire after 14 days from the day on which you acquire the physical possession of the last piece. If the “cooling off“ period of 14 days expires on a non-working day, the deadline is extended till the next working day.
We reimburse 100%, except for the costs of return shipping. We use the same means of payment as you used for the initial transaction and you do not incur any fees as a result of such reimbursement. If you expressly chose a certain type of delivery (for instance 24-hour express delivery), although we have offered a common and generally acceptable type of delivery which would have incurred lower delivery costs, you bear the difference in costs between these two types of delivery. Please follow the following 3 easy return steps before the withdrawal period has expired.
Easy return in 3 steps:
STEP 1: E-mail us to delivery@golenkova-ferrero.com with the subject "WITHDRAWAL FORM for a good quality item/ Order No. _______________ / Return of good quality goods".
To: delivery@golenkova-ferrero.com
Subject: CLAIM/Order No._______/ Withdrawal form/ Return of good quality items
I ______________________________ hereby give notice that I withdraw from my contract of sale of the following goods, Ordered on ______________/ Received on _________________,
Order Number:
Name:
E-mail:
Phone (optional):
Address:
Hereby I confirm that the item/items was/were not in use. It/they keeps/keep all the initial consumer properties. All the labels are attached. A 14-day period between delivery and the day of sending back the package has not expired yet. I am asking for a full refund. I am aware of the fact that I have to bear the costs of shipping the item/items back to you at my own cost.
We will confirm the receipt of your withdrawal by e-mail within 3 working days.
STEP 2:
Send us a parcel with the goods of proper quality to Calle Lepant 262 P03 2, 08013, Barcelona.
STEP 3:
Expect from us an electronic confirmation of the refund:
• In case the order was not yet shipped, the reimbursement takes place without undue delay and not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
• In case you withdrew from the contract after we sent a shipping confirmation: within five working days after we receive the item back. We have to withhold reimbursement to be able to get back the item, check that the items were not in use and all the consumer properties are preserved and all the labels kept.