Returns & Refunds – Summary

At L’Officina General Store, we want you to be completely happy with your purchase. Here’s a quick guide to our returns and refunds policy:

• You have 28 calendar days from receipt of your order to request a return.

• Once your return is approved, you must send the item back within 5 working days. Failure to do so will void the return procedure.

• Items must be:

  • Unused and in the same condition as received

  • With tags attached

  • In the original packaging

  • Returned with proof of purchase/receipt

• No refund will be issued until we have received the returned item(s).

• If items arrive broken or damaged during shipping, you can choose:

  • A replacement item at no cost

  • A store voucher

  • A full refund, including all shipping fees, if requested

  • E-Gift Cards

    Some items cannot be returned or refunded, including:

     

• If items arrive damaged, incorrect, or missing, you must contact us within 48 hours of delivery , with photographs (see §5). If a parcel arrives damaged, photograph it before opening.

For any returns, refunds, or exchange queries, email: info@officinageneralstore.com

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Returns & Refunds – Terms and Conditions

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1. Returns

1.1 You have 28 calendar days from the date of receipt of your order to request a return for an exchange or refund.

1.2 Once a return has been approved, the Buyer must complete the return within 5 working days of the return request.

1.3 Failure to complete the return within this timeframe will void the return procedure.

1.4 To be eligible for a return, the item must:
 1.4.1 Be in the same condition as received;
 1.4.2 Be unused, with tags attached;
 1.4.3 Be in its original packaging;
 1.4.4 Include the receipt or proof of purchase.

1.5 At this time, return shipping costs are mostly the responsibility of the Buyer.

    1.5.1 - For Italy we offer the following

• Drop off point: €2.90 EUR.
• Home Collection: €5.50 EUR.
• The cost of the return will be deducted from the refund amount.
  

     1.5.2 European Union and Rest of the World: we currently do not offer free   returns but are always happy to support with your request where possible.

Damaged or wrong? Choose a replacement, voucher, or full refund.

Non-returnable items are: e-gift cards.

See our full returns & refunds policy here.

Questions? info@officinageneralstore.com

1.6 No refund will be issued until the returned items are received by L’Officina General Store. The Buyer is responsible for ensuring safe and timely delivery of the return.

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2. Refunds

2.1 Once we receive and inspect the returned item(s), we will notify the Buyer whether the refund is approved.

2.2 If approved, refunds will be issued to the original payment method, excluding the original shipping cost paid by the Buyer.

2.3 Refunds are generally processed within 5 working days of approval.

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3. Exchanges

3.1 The fastest way to obtain a replacement item is to return the original item. Once the return is accepted, the replacement item will be sent to the Buyer.

3.2 In the case of items broken or damaged during shipping, the Buyer may choose:
 3.2.1 A replacement item at no cost
 3.2.2 A store voucher
 3.2.3 A full refund, including all shipping fees, if requested

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4. Exceptions – Non-Returnable / Non-Refundable Items

4.1 Certain items cannot be returned or refunded, including:
 4.1.1 E-Gift Cards

4.2 All sales for non-returnable items are final, as stated in the product listing. Buyers are encouraged to contact us before purchase if they have any questions.

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5. Delivery Issues – Missing, Lost, Wrongly Delivered or Damaged Items

5.1 The Buyer must contact us within 48 hours of delivery (the delivery date shown in the carrier’s tracking) or, for a parcel that has not arrived, within 48 hours of the end of the estimated delivery window, if:

• 5.1.1 an item is missing from the parcel;
• 5.1.2 the parcel is shown as delivered but has not been received, or was delivered to the wrong address (including a neighbour);
• 5.1.3 the wrong item was delivered; 5.1.4 an item was damaged in transit.
  

5.2 Each report must include:

• 5.2.1 photographs of the outer packaging, showing the shipping label;
• 5.2.2 photographs of the inner packaging and of everything inside the parcel as received;
• 5.2.3 for parcels not received or wrongly delivered, a tracking screenshot and confirmation that the Buyer has checked with neighbours, household members, building reception and any safe place or collection point notified by the carrier;
• 5.2.4 any further information we reasonably request.
  

5.3 If the parcel arrives visibly damaged, the Buyer must photograph it before opening it, showing the outer packaging, the shipping label and all visible damage. After opening, the Buyer must also photograph the inner packaging, the packing material and the damaged item. Where possible, the Buyer should note the damage on the carrier’s delivery document or tell the courier at delivery. Where these photographs are not provided, we may be unable to claim from the carrier and the report will be assessed case by case.
5.4 The Buyer must keep all original packaging until the matter is resolved.
5.5 Evidence is required to open a claim for replacement, refund or compensation. We will review it and liaise with the carrier, which may take up to 10 business days (see Shipping & Delivery, section 2.5).
5.6 Reports made after 48 hours may be harder to investigate with the carrier and will be assessed case by case. Nothing in this section affects the Buyer’s statutory rights as a consumer.

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6. Contact

6.1 For any returns, refunds, or exchange queries, please contact: info@officinageneralstore.com