Refund policy

After shipping, your order is estimated to arrive in approximately 2-7 business days (Monday - Friday). Please ensure the shipping address is correct, we are unable to change your order information once the goods have left our warehouse and are in transit. If for any reason you are not satisfied with your order, you can exercise your right of withdrawal without incurring any penalty, within fourteen (14) days from the day on which you received the purchased products. The refund will cover the product cost, not the postage cost.

A return fee is applied to sales items.

You can return the products by shipping the package through the courier specified by us, we will send you a return label after you complete the RETURN REQUEST FORM. 

If you decide to use a different forwarding agent, you must directly pay the shipping cost yourself. In this case please note that for countries outside of the EU, any customs or import duties imposed on products returned will be your responsibility.

We guarantee to refund any item purchased on Fiorentini-Baker.com that you are not completely satisfied with, once it has been returned to us in a saleable condition within 14 days of receipt. 

Please return the model, unworn. We do our best to meet your needs and make the return process quick and accurate. 

For more information contact us at: 

customerservice@fiorentini-baker.com

Conditions for exercising the right of withdrawal

The right of withdrawal will be considered to have been exercised correctly if the following conditions have been fully met:

A) The Return Form sent by e-mail to customercare@fiorentini–baker.com or other explicit statement of your decision to withdraw from the contract must be correctly completed and sent to us within fourteen (14) days of your receipt of the products.

B) The products must not have been used, worn or washed. Once you decide to return the shoes, you must not use them and must take care of them whilst they remain in your possession. Shoes must be returned to us undamaged, unsoiled, unwashed, unaltered and unworn (except to try on) and returned in the same condition as sold. Please note that wherever possible any labels or stickers should remain intact and shoes should be returned in the original packaging. Incomplete, damaged, worn, soiled or altered items will not be accepted and returned.

C) The products must be returned complete with all the original accessories.

D) The products must be returned in their original packaging. Keep packaging in good condition and make sure the shoes are wrapped in a package securely when handed to the courier.

E) The returned products must be handed over to the forwarding agent within fourteen (14) days from the day on which you sent notice of your decision to withdraw from the contract.

If you have met all of the above conditions, REMO SRL will fully refund you the price of the purchased products. Please note that a fee could be applied if the above conditions are not fully met. You will be contacted if your return of the products cannot be accepted due to non-fulfilment of the above conditions. In such a case you may decide whether to have the purchased products delivered back to you at your own expense. If you reject this option REMO SRL will have the right to keep the products and the amount corresponding to the purchase price thereof.

Refund methods and times

After REMO SRL has received the products you returned and checked that all the requirements have been met, you will receive an e-mail acknowledging acceptance of the return. Irrespective of the method of payment you used, you will be refunded as quickly as possible and in any case within fourteen (14) days of the date on which we learned of your decision to exercise your right of withdrawal once it has been verified that the withdrawal took place according to the above conditions.

The refund methods and times will vary based on the payment method used at the time of order:

– If you paid by credit card, Shopify or PayPal, we will issue a refund by transferring the amount of the initial payment back to your account within about 14 business days of receipt of the returned items (it will take about 5-6 days for the refund to be posted to your credit card account, depending on the contract concluded with the card issuer).

– If you used a non-reloadable prepaid card or your credit card is about to expire, we will not be able to make an automatic refund: in such a case please send us an email immediately after completing the return request at customerservice@fiorentini-baker.com so we can arrange the most appropriate refund method (bank transfer or PayPal). The e-mail must contain the following information: order reference code, name of the credit institution, IBAN, and name and surname of the current account holder. If you promptly provide us with the correct data, we will be able to issue a bank transfer to your account within 14 business days.

Exchange

If you wish to exchange any product, please contact us at customerservice@fiorentini-baker.com. 

Due to the complication of the customs documentation we don’t do exchanges when the product is shipped out of the EU. 

Defective products

If you are not satisfied with your purchases and believe they may be faulty, please get in touch with us at customersercice@fiorentini-baker.com. Please provide as much information as possible regarding the product and order, possibly including one or more detailed images. If you return a faulty product we will examine the returned product and inform you of the refund by email within a reasonable period. Products returned by you due to a fault will be refunded in full, including a refund of the original delivery charge.

Consumer Code

These conditions for exercising the right of withdrawal are an integral part of the General Terms and Conditions of Sale. They are governed by Italian law, and more specifically by Legislative Decree no. 206 of 6 September 2005 on the consumer code, Chapter I “Consumer rights in contracts”.