How and when will I be reimbursed?
If you have made a return, the refund will be made within 14 working days from the date of receipt of the products by Derna. When we receive your return in stock we will send you a confirmation email.
Did you pay by credit card?
The refund will take place on the same card or on the associated current account.
Have you paid with Paypal?
The refund will be made on the same Paypal account.
Did you pay by bank transfer in advance?
The refund will take place on the same current account.
Did you pay cash on delivery?
The refund will be made by bank transfer to the IBAN address that you will be asked to provide from our Customer Service during the order return stages. The reimbursement does not include the management costs of the Cash on delivery.
Is the return free?
For the European Union and the rest of the world
The return is free. Our customer service will guide you in the ways you have available to obtain a refund and send the goods back to us.
- If your order has benefited from free shipping, the cost of the return is at your expense.
- If your order was less than 100 euros, the cost of the return is paid by Derna.
Once the return request has been made via email, we will provide you with all the detailed information regarding costs, shipping and reimbursement.
How many days do I have to make a return?
To make a return you have 14 days from the date of delivery of the goods by the courier. To qualify for a refund, you must return the goods within four days of receipt of our return authorisation e-mail.
How do I make a return?
To return an order you must send an email to: firstname.lastname@example.org specifying the order as the subject of the email. Our Customer Service will provide you by email with all the information on how to return the order.
We specify that at the time of shipment of the return, the package must contain all original tax documents (invoice or receipt received with the goods) to comply with the refund procedure.
Which address should I send my return to?
The goods must be sent to:
DERNA GIPI SRL.
Vicolo Parrocchia 4/6
37018 MALCESINE (VR)
+39-(0)45-7400967 / +39-3486914300
Can I cancel a return?
Yes, you can cancel the return procedure but only before returning the goods. Contact us at the email address email@example.com indicating "cancel return" in the subject of the email and our Customer Service will take care of the rest.
Can I exchange an item?
Yes, it is possible to change an article. Contact us at the email address firstname.lastname@example.org indicating "item change" in the email subject and our Customer Service will provide you with all the necessary information and any expenses.
I have received a faulty item, what should I do?
If an item received is defective, you can proceed with a claim. Contact us at the email address email@example.com indicating "defective product" in the email subject and attach a photo of the article highlighting the defect you encountered.
Our Customer Service will provide you with all the necessary information as soon as possible to replace the item for free or refund you.