FAQ

HOW TO GET A RETURN?

You have fourteen (14) days to cancel your order after receipt of the goods. Remember to send us an e-mail immediately and then wait for our instructions. Within 14 days from receipt of the returned goods, Baulificio Italiano Sorelle Roncato Srl will credit the amount relative to the goods. Transport costs will not be refunded.

Return shipping is free within 14 days.

CAN I CHANGE AN ARTICLE?

If your order has been shipped, please wait until you receive it and then contact our Customer Service to request a return. Please note that once your order has been confirmed, it cannot be cancelled.

HOW CAN I RETURN AN ARTICLE?

You must contact our Customer Service Department to get authorisation to return the product before sending it back to us.

I HAVE RECEIVED A DIFFERENT PRODUCT TO THE ONE I ORDERED, WHAT SHOULD I DO?

If the product you have received is different from the one you ordered, you will need to contact our Customer Service who will create a Returned Goods Authorisation and coordinate with the courier to arrange collection, at no additional cost. A new waybill will be generated and sent to you by email, which you should print and attach to the package. As soon as the goods are returned to the warehouse, their condition will be checked and then, within a maximum of 14 days, a refund will be processed or a new replacement product will be sent. Goods returned in unsuitable conditions will not be refunded. The refund will be automatically issued to the credit card you used to make the purchase and you will receive confirmation of this by email to the address provided in your order.

I RECEIVED A PRODUCT I DON'T LIKE, WHAT DO I DO?

If you do not like the product you have purchased, simply contact Customer Service to request authorisation to return it and send the package back to the warehouse of origin at your expense. Once the goods have been returned to the warehouse, their condition will be checked and a refund will be processed within approximately 14 days. Goods returned in unsuitable condition will not be refunded. The refund will be automatically issued to the credit card you used to make the purchase and you will receive confirmation of this by e-mail to the address given in the order.

I HAVE RECEIVED A FAULTY PRODUCT, WHAT SHOULD I DO?

If the product you have purchased has a defect, www.ciakroncato.com will take full responsibility for the return. You will need to contact our Customer Service who will create the Return Service authorisation and coordinate with the courier to organise collection at no extra cost. A new waybill will be generated and sent to you by email, which you must print and attach to the package. As soon as the goods are returned to the warehouse, their condition will be checked and a refund will be processed within approximately 14 days. Goods returned in unsuitable conditions will not be refunded. The refund will be automatically issued to the credit card you used to make the purchase and you will receive confirmation of this by e-mail to the address left in the order.

HOW CAN I CHECK THE SHIPPING STATUS OF MY RETURN?

If you have the consignment note number, you can check the shipment of your return through the courier's website, otherwise you can contact our Customer Service to check the status of your shipment.

WHAT DO I DO IF I HAVE LOST THE RETURN CONSIGNMENT NOTE NUMBER?

Simply contact our Customer Service Department who will check the Return Service file and provide you with the consignment note number.

HOW TO GET A REFUND?

You have 14 days to return the purchased item to us from the moment you communicate your intention to withdraw. As soon as the goods are returned to our warehouse, for whatever reason, their condition will be checked and a refund will be processed within a maximum of 14 days.

The amounts will be reimbursed by Baulificio Italiano Sorelle Roncato S.r.l., in any case, to the person who made the payment using the same payment method used for the initial transaction.

WHAT DO I DO IF THE AMOUNT I HAVE BEEN REIMBURSED IS NOT CORRECT?

Please contact our Customer Service Department, who will check the amount that has been refunded to you and credit you with the missing difference.

HOW TO CONTACT US?

All communications can be sent to the following addresses:

Baulificio Italiano Sorelle Roncato S.r.l.

via Tamagno 3 - 20124 Milano

E-mail: info@roncatociak.com

Fax: (+39) 049-9201444

Telefono: (+39) 049-5564079