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FAQs

PLACING AN ORDER

It is not necessary to create an account to make a purchase, but we do recommend creating a Gianvito Rossi account to enjoy the related benefits, such as being able to store your payment methods, address and order history.

Placing an order is simple: browse our product categories and head to the individual product pages to find out more information. Add the size you desire to your shopping bag by clicking “ADD TO BAG”. View the items you’ve chosen by clicking “VIEW SHOPPING BAG”. To remove an item from your bag, click “REMOVE ITEM” next to the relevant item. To complete your purchase, click “PROCEED TO CHECKOUT” and follow the instructions. If you are interested in an item that is not available to buy online, you can Contact Us

SIf you need to cancel or change your order, please contact us. We will endeavour to fulfil your request, but we cannot guarantee that it is possible to change your order once it has been placed. Any orders which are in progress cannot be cancelled or changed. You may return an item in accordance with our Terms and Conditions It is not permitted to cancel or make changes to any Made to Order items once the order has been placed. The sale of these products is considered final and the items cannot be returned.

After you have placed your order, you will receive email confirmation. This email does not mean that your order has been accepted. Once all the details have been verified, your order will be accepted and your item will then be dispatched. You will receive another email confirming that your order will be dispatched.

The dropdown list on the product page shows whether a size is available for purchase or out of stock. If the size you desire is out of stock, click on the size to open a Contact form and ask our Customer Care team for more information on availability. If you add an item to your wishlist or shopping bag, this does not reserve the item and it may be sold to other customers. If you are interested in an item that is not available to buy online, you can send us an email and we will try to find the item for you.

PAYMENTS AND ACCOUNT

We accept payments made with PayPal, Discover, Visa, MasterCard, American Express and Apple Pay.

If you receive an email from us informing you that your order has been cancelled, please go online to place a new order or contact us.

Your personal details will never be shared, transferred or sold without your prior consent. Data are kept private and confidential. For more information, please read the Gianvito Rossi Privacy Policy here. You will have to give your name and email address to create a Gianvito Rossi account. You will also need to provide a billing and delivery address and telephone number, as well as your card number, expiry date and CVV if you would like to place an order. These data may be used to verify and authenticate the order, where required.

You do not have to create an account to place an order or return an item. If you decide that you want to enjoy the benefits of having a Gianvito Rossi account, go to the section “Log in/Create an account” and follow the steps on screen. By creating a Gianvito Rossi account, you will have the option of receiving news and updates, such as on the launch of the new season collection or the start of the sales. You can also save and organise your payment information and address, view your order history and create a wishlist.

If you have any questions about your Gianvito Rossi account or want to delete it, please contact our Customer Care team, who will help you with what to do next.

To stop receiving email updates from Gianvito Rossi, click “Unsubscribe” in our newsletter. Please contact our Customer Care team if you have any further questions about our email updates.

Click “Forgot your password” on the “Log in” page and follow the instructions. If you are still experiencing problems accessing your account after you’ve followed these instructions, please contact our Customer Care team.

Gianvito Rossi’s Privacy Policy can be accessed via this link.

DELIVERY

Depending on the order status, it may be possible to change the delivery address. Please contact our Customer Care team for more information. It is not possible to change the address once your order has been dispatched.

Please visit our Delivery page to check the costs and time frames for delivery in each country. Delivery costs and services vary depending on where you are based. The options available to you will be displayed at the payment stage when placing your order. The time frame for delivery is calculated from the time your order is dispatched, not from the time your order was placed. You will receive an email confirming that your order has been dispatched with information on delivery when your order has been given to the courier. Gianvito Rossi shall not assume any responsibility in the event of unexpected delays which are beyond our control.

Your parcel is insured by Gianvito Rossi during transit, until it arrives at your chosen address. You will be required to sign for the parcel and, once you have provided your signature, the responsibility for the parcel is transferred to the recipient.

Gianvito Rossi delivers to countries worldwide with DDP (Delivered Duty Paid) and DDU (Delivered Duty Unpaid). If your order is dispatched to a DDP country, there will be no additional costs to pay. If duties are not already included, this will be specified on the product page and in your shopping bag, and these duties must be paid upon delivery of the parcel. Before making your purchase, be sure to select the country or region where you would like your order to be delivered. If you have any doubts or queries, please contact our Customer Care team.

As soon as your order has been dispatched, you will be sent email confirmation, including a unique tracking number. You can use this number to track your order online. You can also check your order’s delivery status on Track my order

We try and deliver all the items in a single order together where possible. However, items may be dispatched from different warehouses depending on availability.

We are pleased to inform you that it is possible to have your order delivered to certain Gianvito Rossi stores for collection. But first of all, please make sure that you select the country or region where you would like your order to be delivered. An option for click and collect and the time frames for delivery will then be displayed during the payment stage, where this option is available.

RETURNS

It is not necessary to create an account to return an item. For returns, please go to the section “Log in/Create an account” and then enter your order number and email address in the section “Check your order status”.

We are pleased to be able to offer a free returns service to any customers whose purchases meet our Returns Policy criteria. You may return your items at selected Gianvito Rossi stores, at your nearest DHL drop-off point or using our free returns service.

You have 14 days to return an item from the date on which it was delivered. To return an item, you can either send it back via courier to the address indicated on the returns label or take it back to one of the Gianvito Rossi stores specified here.

Please follow these instructions:

Return via courier:

Start the returns process by sending a message on the Contact us page / Refunds and returns within 14 days. Once the returns request has been approved, you will receive email confirmation. Repackage the item you would like to return in its original packaging. Affix the prepaid shipping label onto the package and organise collection by contacting the courier directly using the number indicated in the returns email. You can ask for the package to be collected from either your home or office:

• for US residents only, please contact UPS on the following link: https://wwwapps.ups.com. Select “Schedule a pick-up”, continue as guest, enter the tracking number found on the returns label and choose “Standard service”

• for residents in Japan, please contact Yamato on https://www.kuronekoyamato.co.jp and follow the instructions on how to organise a home pick-up

• for residents in all other countries except the US or Japan, please contact "MyDHL+" on the following link: https://mydhl.express.dhl. Go to the section “Schedule a pick-up” and enter the tracking number found on the returns label. You can also use this number to check the status of your return.

Any items being returned to Gianvito Rossi must be whole, intact and in the same state as that in which they were received. They must be sent back together with any accessories and leaflets, and with the tags and labels, where present, still attached and unaltered. After everything has been properly checked, the return will be processed within 14 working days and the amount refunded using the original payment method. You will receive email confirmation once the returns process has been completed. The costs for standard delivery will be reimbursed in countries where this applies. Any additional costs paid for express delivery cannot be refunded.

Please note: for countries outside of the EEC (United Arab Emirates, Russia, Switzerland, Canada, Ukraine, Serbia, United Kingdom, Norway, Mexico), we request that you please contact the Customer Care team to obtain the relevant documentation after you have submitted your returns request. Contact us

Return to store:

You can also return your items at the stores listed here. Please repackage the items in their original packaging and have the electronic receipt from the email confirmation to hand, either printed or via email. Our in-store sales advisors will be happy to help you with the returns process and you will receive email confirmation when the process is complete. The items returned are not checked in store, but only afterwards at our main warehouse. Any items being returned to Gianvito Rossi must be whole, intact and in the same state as that in which they were received. They must be sent back together with any accessories and leaflets, and with the tags and labels, where present, still attached and unaltered. After everything has been properly checked, the return will be processed within 14 working days and the amount refunded using the original payment method. The amount will be refunded onto the payment method used for purchase. Any costs for standard delivery will be reimbursed in countries where this applies. Any additional costs paid for express delivery cannot be refunded. For more information, please read item 11 of our Terms and Conditions of Sale.

If you have any questions or doubts, please do not hesitate to contact us

You may return an item bought in the sale if it meets our Returns Policy criteria. Our Returns Policy can be found under item 11 of our Terms and Conditions of Sale.

Refunds exclude costs for express delivery. For countries in which our standard delivery service is provided and if this option was selected when the order was placed, Gianvito Rossi shall reimburse the costs incurred in the event of a return. Please note: it may take up to 14 working days for the refund to arrive on your account, depending on your card issuer. We will send you an email once we have issued the refund.

Our Made to Order items are non-refundable given their personalised nature.

You have 14 days to return an item from the date on which it was delivered. To return an item, you can either send it back via courier to the address indicated on the returns label found inside the package or take it back to one of the Gianvito Rossi stores specified here.

Any items being returned must fulfil the following conditions for a refund to be issued:

All items must be returned in their original state with all labels intact. Items which have been worn, used, altered or spoiled will not be accepted. Any Made to Order and personalised items are non-refundable. The sale of these products is final. You cannot return any items bought in store or from a Gianvito Rossi retailer or distributor on gianvitorossi.com. These items may only be returned via the channel through which they were purchased.

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