Refund policy
Returns & Refunds – Right of Withdrawal
At Cavalli e Nastri, we want you to shop with confidence. This policy explains how to exercise your right of withdrawal, return an item and receive a refund for purchases made through our online store.
Our collections feature carefully selected vintage, designer and archival pieces. We therefore ask customers to handle each item with care and preserve its original condition, packaging and security labels.
1. Right of Withdrawal
Customers have the right to withdraw from an online purchase within 14 calendar days without giving any reason, subject to the exceptions provided by applicable law.
The withdrawal period begins on the day on which the customer, or a third party designated by the customer other than the carrier, receives the purchased item.
Where an order contains multiple items delivered separately, the 14-day period begins upon receipt of the final item.
To meet the withdrawal deadline, it is sufficient to communicate the decision to withdraw before the 14-day period expires.
2. How to Request a Return
You can exercise your right of withdrawal online or by contacting our Customer Care team.
Online Withdrawal Function
In accordance with applicable consumer protection legislation, customers can exercise their statutory right of withdrawal using the dedicated "Withdraw from contract here" function provided on our Website during the applicable withdrawal period.
This function allows you to submit your decision to withdraw from an eligible online purchase without having to contact Customer Care first.
To exercise your right of withdrawal online:
- Locate the "Withdraw from contract here" button on our Website.
- Provide or confirm your name, the information identifying the order or contract concerned, and the electronic contact details to which the withdrawal confirmation should be sent.
- Review your withdrawal declaration and submit it using the "Confirm withdrawal" button.
- You will receive an acknowledgement of receipt by email or another appropriate durable medium, including the content of your withdrawal declaration and the date and time of its submission, without undue delay.
Your right of withdrawal is exercised within the statutory deadline if your online withdrawal declaration is submitted before the applicable 14-day withdrawal period expires.
Please note: Using the online withdrawal function is optional. You may also exercise your right of withdrawal by email or by submitting another unequivocal statement of your decision to withdraw.
Submitting a valid withdrawal declaration does not require prior approval by Cavalli e Nastri.
Withdrawal by Email
Alternatively, you may communicate your decision to withdraw by contacting our Customer Care team at customercare@cavallienastri.mom.
To help us identify and process your request efficiently, please include:
- Your order number.
- The item or items you wish to return.
- Your name and contact email address.
- The reason for your return, if you wish to provide one.
Providing a reason is optional and is not required to exercise the statutory right of withdrawal.
You may also use the optional model withdrawal form provided in Section 12 below.
Once your request has been received, our Customer Care team will provide the relevant return instructions and the designated return address.
Please contact Customer Care before shipping your return to ensure that your parcel is addressed correctly and can be identified upon arrival.
3. Return Shipping and Deadlines
Returned items must be dispatched without undue delay and, in any event, no later than 14 calendar days after the customer communicates the decision to withdraw.
For efficient processing, we recommend shipping your return within 7 days of receiving our return instructions. This recommendation does not reduce the statutory 14-day return period.
For returns made under the right of withdrawal:
- Return shipping costs are the responsibility of the customer, unless otherwise required by law or expressly agreed by Cavalli e Nastri.
- Customers may choose an appropriate shipping service, preferably one offering tracking and delivery confirmation.
- The original packaging should be reused whenever possible. If unavailable, suitable protective packaging must be used.
- Items must be packaged securely to prevent damage during transportation.
- Proof of shipment should be retained until the return and refund have been completed.
Customers are responsible for arranging and paying for return shipping under the ordinary withdrawal procedure. Responsibility for loss or damage during return transport is determined in accordance with applicable law.
4. Condition of Returned Items
All returned items should be preserved in the condition in which they were received, taking into account the handling reasonably necessary to examine their nature, characteristics and condition.
We ask customers to observe the following requirements:
- Items must not be worn beyond what is reasonably necessary for inspection or trying on.
- Items must not be washed, altered, repaired or otherwise modified.
- Original labels, accessories and accompanying materials should be preserved.
- The original packaging should be retained and used for the return whenever possible.
- Any Cavalli e Nastri security label attached by a protective cord should remain intact and attached to the item.
Because our selection includes vintage and one-of-a-kind pieces, particular care should be taken when handling garments, accessories and delicate materials.
Cavalli e Nastri will inspect returned merchandise and assess its condition.
If an item has been handled beyond what is necessary to establish its nature, characteristics and condition, the customer may be responsible for any resulting diminished value, in accordance with applicable law.
Removing or tampering with security labels may be considered when assessing the condition and diminished value of an item, but does not automatically eliminate statutory consumer rights.
5. Items Excluded from Withdrawal
The statutory right of withdrawal does not apply to certain products where an exception is expressly provided by applicable law.
Personalized and Customized Products
Products made to the customer's specifications or clearly personalized are excluded from the statutory right of withdrawal.
This includes items specifically and permanently customized for an individual customer, where the applicable legal requirements for the exception are met.
Sealed Products and Hygiene-Related Exceptions
Sealed goods that are not suitable for return for health protection or hygiene reasons may be excluded from withdrawal if they have been unsealed after delivery, where the statutory exception applies.
This may include certain sealed perfumes or cosmetic products where opening or removing the protective seal makes the item unsuitable for return for genuine health or hygiene reasons.
These exceptions do not affect the customer's statutory rights in relation to defective or non-conforming products.
6. Defective, Damaged or Incorrect Items
If you receive an incorrect, damaged or potentially defective item, please contact customercare@cavallienastri.mom, providing your order number and a description of the issue.
Where useful, our Customer Care team may request photographs to help assess the reported problem and arrange an appropriate solution.
If the product is defective, non-conforming or incorrectly supplied, Cavalli e Nastri will provide the remedies required by applicable consumer protection law.
Where a return is necessary to exercise the customer's statutory rights in relation to a confirmed lack of conformity or an incorrect shipment attributable to Cavalli e Nastri, the customer will not be charged the applicable return shipping costs.
These cases are handled separately from ordinary returns based on a change of mind.
Nothing in this policy limits or excludes the statutory legal guarantee of conformity or any other mandatory consumer rights.
7. Refunds and Processing Times
When the statutory right of withdrawal is exercised, Cavalli e Nastri will reimburse the payments due without undue delay and no later than 14 calendar days from the date on which we are informed of the decision to withdraw.
Where permitted by law, reimbursement may be withheld until we have received the returned goods or the customer has provided evidence of having sent them back, whichever occurs first.
For a withdrawal covering the entire order, the refund includes the price of the returned products and the original standard delivery charges, where applicable.
Any additional delivery costs resulting from the customer's express choice of a more expensive shipping method than the least expensive standard delivery option offered by Cavalli e Nastri are not refundable, unless required by law.
Where only part of an order is returned, the treatment of the original delivery charges will be determined in accordance with applicable law.
Refunds will be made using the same payment method used for the original purchase, unless the customer expressly agrees otherwise and does not incur any fees as a result of the alternative reimbursement method.
- Credit and debit cards: Once the refund has been issued, the amount may take approximately 10 days to appear, depending on the card issuer and banking network. The timing of the account credit is controlled by the payment provider.
- PayPal: Refunds will be processed through the original PayPal payment method.
- Bank transfer: Refunds will be arranged through the corresponding banking channel, subject to the information required for processing.
Refunds will be processed in the original transaction currency. Where currency conversion applies, the amount ultimately displayed in the customer's account may be affected by exchange-rate movements or conversion practices outside Cavalli e Nastri's control, without prejudice to mandatory refund rights.
Customers will receive an email confirmation when their refund has been issued.
8. International Returns and Customs Duties
Cavalli e Nastri offers international delivery, subject to destination and carrier restrictions.
For shipments to destinations outside the European Union, customs duties, import taxes and clearance charges may apply according to the regulations of the destination country and the applicable delivery terms.
Such charges are the customer's responsibility where legally applicable and properly disclosed, unless otherwise agreed or required by law.
When arranging an international return, customers should contact Customer Care for the appropriate return instructions and any relevant customs documentation.
Any reimbursement or recovery of import duties and taxes paid to customs authorities is subject to the rules and procedures of the relevant authorities.
Nothing in this section limits mandatory consumer rights or the remedies available for defective or incorrectly supplied products.
9. Returns Not Meeting the Required Conditions
Cavalli e Nastri reserves the right to inspect returned items and assess whether they meet the conditions applicable to the relevant return request.
Where an item has been damaged, altered, excessively handled or otherwise diminished in value through conduct beyond what is necessary for reasonable inspection, Cavalli e Nastri may apply the remedies permitted by law, including an appropriate deduction for diminished value where justified.
Returns falling outside the statutory right of withdrawal and any additional return arrangements expressly offered by Cavalli e Nastri may be declined.
Any decision affecting a return or reimbursement will be communicated to the customer by email, with an explanation where appropriate.
These provisions do not restrict statutory rights of withdrawal, mandatory refunds or legal guarantees.
10. Repeated Returns
Cavalli e Nastri aims to provide a fair and reliable return experience for every customer.
We reserve the right to review repeated or potentially abusive purchasing and return activity and, where permitted by law, decline future orders.
This does not affect the statutory right of withdrawal or other mandatory consumer rights relating to purchases already concluded.
11. Scope of This Policy
This return policy applies to purchases made through the Cavalli e Nastri online store at cavallienastri.mom.
Purchases made directly at physical boutiques may be subject to different return arrangements, without prejudice to any mandatory legal rights.
This policy should be read together with the General Conditions of Sale and the other legal information published on the Website.
Where any provision conflicts with mandatory consumer protection law, the applicable statutory provisions shall prevail.
12. Model Withdrawal Form
You may use the following model form to notify us of your decision to withdraw from your purchase. Using this form is optional.
To: Cavalli e Nastri
Email: customercare@cavallienastri.mom
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: __________________________
Item(s): ________________________________
Ordered on / received on: ________________
Customer name: _________________________
Customer address: ______________________
Date: __________________________________
Signature (only if submitted on paper): __________________
You may send this information by email. You do not need to provide a reason for withdrawing from your purchase.
Alternatively, you may exercise your right of withdrawal through the dedicated "Withdraw from contract here" online function described in Section 2.
When the online withdrawal function is used, Cavalli e Nastri will send an acknowledgement of receipt on a durable medium, including the withdrawal declaration and the date and time of submission, without undue delay.
13. Customer Care
For questions about returns, refunds, delivery issues or your statutory consumer rights, please contact our Customer Care team.
Cavalli e Nastri Customer Care
Email: customercare@cavallienastri.mom
Our team will provide the appropriate return instructions and help you identify the correct procedure for your request.