Return Policy

Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within seven (7) working days from the date on which you received them from yoox.com. Return items must be shipped back to YOOX within seven (7) working days from the date the package was delivered to you. The products may be returned by dispatching the package through the shipping agent indicated by YOOX (UPS), or through another shipping agent. We also invite you to complete the Return Form available on the web site in the Customer Care area, in order for us to provide you with a Return Number. It is not possible to return an item in exchange for another.

Terms and Conditions of Return

The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

a. we invite you to correctly fill in and submit the online Return Form to yoox.com within seven (7) working days from the date of your receipt thereof;
b. the products have not been used, worn, washed, modified or damaged;
c. the identification tag is still attached to the products with the disposable seal;
d. the products must be returned, complete and unused, in their original packaging (in the case of audio CDs, books, design objects, designer toys and adult toys, the packaging must include its original seal; if you want to return a kit, it must include all of its components);
e. the returned items must be shipped back to YOOX within seven (7) working days from the date the package was delivered to you.

If you have fulfilled all requirements set forth above,YOOX will refund the price of the returned purchased products. Should you decide to use the courier indicated by YOOX in the online Return Form, you will not have to directly take care of the return shipping costs, which are at your expense. In this case, YOOX will pay the return shipping costs for you and will deduct from your refund the cost of return postage. The fee will correspond to the original cost of shipping for the order. If an alternative courier is used for your return, you will have to pay for the return shipping cost upfront and at your own expense. We recommend that you use a courier service if you choose to return the goods other than via the pre-paid mechanism and approved courier. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense by YOOX. If you refuse the above delivery, YOOX reserves the right to retain the products and the amount paid for your purchase of the products.

Refund Times and Procedures

After YOOX has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever form of payment you used (credit/debit card, PayPal, cash on delivery), the refund procedure will start within 30 days from when YOOX was informed of your decision to exercise your right to return the purchased products and once YOOX has checked that the return was carried out in compliance with the above conditions.

The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:
- purchase by Credit/Debit card: refund time will depend on the credit card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;

- payment by PayPal: refunds will be credited to your PayPal account and will be visible immediately. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card;

- payment made by Cash on delivery: you will be refunded the amount you paid for the products returned to the Bank account you indicate in the Return Form; the time needed for refunding depends on the information you provided in your order; normally refunds take place within a month. Please remember it is necessary to have a Bank account in order to receive a refund for cash on delivery orders.

In the case of gifts, the refund of the sums paid for purchases will be made to the individual who made the payment.

As an alternative to having your Credit/Debit Card, PayPal account or Bank Account refunded for returned products, you can choose to receive Moneyoox towards purchases on yoox.com. The Moneyoox will be equal to the amount subject to being refunded.
The refund amount will be credited when YOOX accepts your return. Upon issue of Moneyoox you will receive a confirmation e-mail indicating the store credit amount.
Moneyoox will be used partially or in full towards purchases on yoox.com based on the order’s value and until the store credit is used up, provided that the credit is used within 12 months from the date that it enters your MYOOX account.
If at any time during this 12 month period you decide that you would like a refund, you can contact us via email at the address help@yoox.com quoting your MYOOX customer account number and we will credit your PayPal account or Bank Account in the amount of the refund. However, once the 12 month period has expired, the credit will be removed from your MYOOX account balance and will no longer be available for making purchases.

To find out how much Moneyoox you have, consult MYOOX. You can also request full reimbursement of your Moneyoox, and we will credit the amount by bank transfer or to your PayPal account.
YOOX will process the full reimbursement of your Moneyoox within 48 hours of receiving your request. You will receive reimbursement for the Moneyoox amount available when you made the request.
If you return items paid in full with Moneyoox, you will automatically be refunded with Moneyoox when those returned items are accepted.
If you return items partially paid with Moneyoox, you may choose to:
- receive a full refund with Moneyoox
- receive a partial refund with Moneyoox for the amount paid with Moneyoox, and the standard refund procedure for the remaining amount.

Disposable Seal

All products sold by YOOX include an identification tag attached complete with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.

UPS

As advised by YOOX, returned products may be shipped by the package delivery company UPS, using the pre-printed label enclosed in the package in which the products were shipped. If you use UPS, YOOX will be paying the shipping costs and track the package at any time. Please contact UPS to organise the pick-up. If you decide to use a different shipping courier than the one provided by YOOX, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport. For your protection, we recommend that you use a courier service if you choose to return the goods other than via the pre-paid mechanism and approved courier.